AVP, Head US Patient Engagement Center of Excellence

Job Description

Leads the US Patient Engagement Center of Excellence (CoE), owning the full scope of patient support operations, innovation, and measurement across all US Business Units. Accountable for the CoE’s service catalog, vendor ecosystem, operating model, and outcomes. Initial charge for the leader of the organization is to compliantly integrate upstream innovation and pre-Rx capabilities with operational delivery of post-Rx support to close gaps in care across the patient journey.

Key Responsibilities:

• Define and own the CoE operating model and multi-year roadmap, including organizational structure, capability build priorities, and FTE planning and structure across all verticals

• Set US market patient support strategy across all capability verticals — patient experience, access, affordability, adherence, direct-to-patient, and field reimbursement — translating commercial brand priorities into patient support program design

• Govern decision making for the cross-capability vendor ecosystem — including hub, affordability, Direct-To-Patient (DTP) fulfillment, and Field Reimbursement Manager (FRM) partners — with oversight of contracts, Service Level Agreements (SLAs), performance expectations, and renewal decisions

• Make final decisions on capability scaling, including which piloted capabilities transition to operations and which are sunset, partnering with vertical leads

• Own platform performance management and patient support outcome reporting, including cross-vertical KPI tracking, insight-to-action routines, and quarterly reporting to senior leadership

• Work with DHH leadership on patient data architecture, CRM, and analytics infrastructure, ensuring a fit-for-purpose patient data environment

• Ensure Legal, Privacy, and Compliance are embedded in program design, vendor contracting, data use, and patient-facing execution

• Serve as the primary senior interface to brand teams, BU leadership, and commercial executives, aligning CoE priorities to launch timelines and commercial planning cycles

Point of Collaboration:

• BU Commercial Leads (Specialty Pharma & Infectious Disease, Oncology, Rare Disease): Aligning CoE priorities and service catalog to brand needs, launch timelines, and commercial planning cycles

• Integrated Account Management (IAM): Overall specialty pharmacy strategy and contracting approach that affect patient support workflows across verticals

• DHH (Data, Hub and Hub Technology): Data architecture, CRM platform, analytics infrastructure, and dashboard buildout to support cross-vertical performance management

• Legal, Privacy, and Compliance: Pilot approvals, data usage protocols, patient communications review, and vendor contract oversight

• Field Excellence / Commercial Operations: FRM deployment model, field team coordination, and SP&ID integration touchpoints

• Finance: CoE budget management, vendor spend oversight, and program ROI reporting

Necessary Skills & Competencies:

• Minimum of bachelor's degree required

• 15+ years in biopharma patient services, commercial operations, or hub/vendor management, with experience leading patient support organizations or CoEs at multi-brand across hub, access, affordability, adherence, and FRM

• Demonstrated ability to set and operationalize multi-year strategy, including building shared-services operating models and translating commercial brand strategy into patient support program design

• Demonstrated ability to govern vendor ecosystems across hub, affordability, DTP, and FRM partners, including performance management and contract oversight; $10M+ hub vendor relationships strongly preferred

• Strong executive presence with ability to align senior stakeholders, including brand leadership, BU commercial leads, legal, compliance, and analytics

• Strong understanding of legal, compliance, and privacy requirements across patient support program design, vendor contracting, data use, and patient-facing execution

• Familiarity with patient data environments (hub data, claims, EHR) and associated compliance constraints; experience managing P&L or operating budgets in a shared-services or CoE