Senior Director, Regional Lead Patient Experience (Midwest Region)

About the role

This role is an essential part of the Public Affairs & Access (PAA) organization, specifically within Patient Experience (PX). Patient Experience is dedicated to optimizing every touchpoint along the patient journey to ensure seamless access, navigation, and support across the drug portfolio. The Senior Director, Patient Experience Region Lead serves as the strategic regional owner accountable for driving operational delivery, performance, and scalable execution of Genentech’s patient support and navigation services across the assigned Midwest territory.

Responsibilities

• Lead, coach, and develop a large, distributed regional team of Team Leads and Patient Navigators, aligning daily execution to key patient outcomes and enterprise KPIs.
• Own the end‑to‑end regional implementation and rollout of new product launches, patient support programs, and technology enhancements.
• Partner with regional Customer Engagement (CE) teams and ecosystem stakeholders to identify, address, and eliminate regional access barriers.
• Cultivate and sponsor a regional community of practice among leaders to drive consistent execution and share operational best practices.
• Translate regional market insights, payer dynamics, and provider ecosystem trends into actionable patient support strategies and enterprise interventions.
• Foster a culture of psychological safety, resilience, change leadership, and accountability to prevent burnout and ensure sustained regional impact.
• Oversee regional operational performance, service quality, and cross‑portfolio support to resolve complex patient and provider access, reimbursement, and healthcare ecosystem challenges.

Qualifications

• Bachelor’s degree in a related field (e.g., business, healthcare management, public policy) or equivalent experience (advanced degree preferred).
• 12+ years of experience in healthcare, patient services, reimbursement, or related roles within pharmaceutical, biotechnology, or healthcare organizations.
• 5+ years of direct people leadership experience, with demonstrated ability to manage managers and lead large, distributed teams.
• Deep knowledge of regional healthcare market dynamics, reimbursement processes, specialty pharmacy workflows, and patient access challenges.
• Proven expertise in change leadership, cross‑functional influencing, team coaching, and leveraging data/technology to improve patient health outcomes.
• Strong familiarity with account‑based customer engagement models and experience leading contact‑center operations, patient navigation hubs, or field support teams.
• Residency in one of the following Midwest states: IA, IL, IN, KS, KY, MI, MN, MO, ND, NE, OH, SD, TN, WI, WY (100% remote).

Pay

• WI, WY: $144,752 – $268,753
• IA, KS, KY, MO, NE, ND, OH, SD: $170,900 – $317,300
• IL, IN, MI, MN, TN: $179,800 – $334,000
• Actual pay will be determined based on experience, qualifications, geographic location, and other job‑related factors permitted by law.
• A discretionary annual bonus may be available based on individual and company performance.

Benefits

This position qualifies for the benefits detailed in the company benefits link.