Senior Director Patient Support Services Operations

Job Title: Senior Director Patient Support Services Operations

Location: Cambridge, MA, Bridgewater, NJ/Morristown, NJ

About the Job

At Sanofi, we are committed to ensuring that patients can access and stay on the therapies they need.  As the Senior Director of Patient Support Services (PSS) Operations, this role is an opportunity to own and optimize patient support operations at scale.  You will play a crucial role in improving operational efficiency and ensuring a smooth patient experience by leading a team that oversees the daily execution of our hub services, affordability programs, and case management teams.

This is a high-impact role where you will be responsible for orchestrating seamless patient journeys ultimately ensuring improved metrics in time to therapy and adherence.  We are looking for a strong leader with seasoned operations experience and the passion for building an irresistible team culture focused on positive impact for our patients. 

Main Responsibilities:

• Patient Support & Hub Operations: Lead the execution of hub strategy and patient support programs to deliver best-in-class service levels ensuring seamless support that improves access and adherence.

• Affordability & Access Programs: Oversee and ensure strong monitoring of copay assistance, patient assistance programs (PAP), and financial support solutions.

• Vendor Management: Manage external partners to ensure best-in-class service delivery.

• Team Leadership:  Develop an irresistible culture that thrives on continuous improvement and empowers and develops team members to support career aspirations.

• Data Driven Performance & Metrics: Oversee the development of appropriate metrics and processes for monitoring and analyzing data across all programs.  This will include monitoring and measuring customer and stakeholder feedback and implementing opportunities for greater efficiencies an positive impact.

• Cross-functional Leadership: Collaborate with Field Reimbursement Managers, Marketing, Market Access, Sales, Brand, Compliance and Alliance partners.

• Regulatory & Compliance Excellence: Ensure all patient support programs are compliant with industry regulations and company policies.  Collaborate with Legal and Compliance stakeholders to ensure compliant development and execution of patient services.

What Success Looks Like: 

• High patient & provider satisfaction with streamlined support services.

• Optimized and compliant affordability programs.

• Strong vendor performance with clear accountability and measurable impact.

• Improved adherence & persistence through proactive patient engagement.

About You

What you bring:

• Proven leadership experience building high performance teams and managing teams and vendors in a patient services or market access leadership.

• Deep understanding of hub services, affordability programs and reimbursement processes.

• Strong analytical mindset with expertise in data-rien decision-making, KPI tracking and operational efficiencies.

• Outstanding interpersonal skills, including building a strong working relationship across multiple stakeholders embedding a solution focused and continuous improvement mindset.

• Ability to navigate complex regulatory and compliance landscapes in patient services.

• Superb communication skills, oral and written, including presentation skills

• Passion for improving the patient experience and driving positive health outcomes.

This position can be based in Morristown, NJ or Cambridge, MA. Sanofi's Bridgewater, NJ office is scheduled to relocate to Morristown, NJ on or around March 24, 2025 and this role will then be based in Morristown, NJ.​

Basic Qualifications:

• Bachelor’s degree required
• 5+ years leading operations with a focus on process optimization and operational efficiency.
• Strong project management skills, particularly with large, complex initiatives.
• Demonstrated experience in people management and creating a positive culture that empowers employees to develop and aspire towards their career aspirations.
• Excellent analytical and problem-solving abilities.
• Superior interpersonal, oral, and written communication skills.
• Ability to work collaboratively across diverse functions and geographies.
• Ability to travel up to 30% of the time.

Preferred :