Director, Patient Adherence Operations

Job Description

Leads the Adherence Operations vertical within the Patient Support CoE, owning the Patient CRM, companion apps, refill coordination services, and adherence program design — the full set of capabilities that keep patients on therapy after access and affordability barriers are cleared. Oversees CRM adherence programs across brands through TA-aligned ADs, driving trigger logic, messaging cadence, and workflow consistency, while operationalizing patient-facing digital tools and managing the adherence vendor ecosystem.

Key Responsibilities:

• Oversee adherence programs across brands through TA-aligned ADs, driving decisions on trigger logic, messaging cadence, workflows, and consistency across brands

• Operationalize the adherence patient-facing digital tools and companion apps, including content strategy, feature releases, user experience monitoring, and vendor coordination

• Operationalize new adherence capabilities via Acceleration and Insights by TA, including CRM features, app enhancements, and new digital tools

• Define and monitor engagement, adherence, drop-off, and pull-through metrics, including refill rates, persistence data, and companion app engagement to inform ongoing program optimization

• Coordinate with Access and Affordability leadership to ensure adherence touchpoints are sequenced correctly within the broader patient journey

• Manage adherence vendor relationships, including SLAs, performance monitoring, quarterly business reviews, and contract management across CRM, app, refill, and counseling vendors

Points of Collaboration:

• Head of Patient Support CoE: Reporting relationship; strategy alignment, budget, and vertical performance reporting

• Patient Access Operations Lead: Coordinating patient handoffs between access, affordability, DTP, and adherence touchpoints

• Acceleration and Insights by TA: Receiving and operationalizing new adherence capabilities

• DHH (Data, Hub and Hub Technology): Adherence performance metrics, refill/persistence data, CRM campaign effectiveness, CRM platform governance, data architecture, and patient communication infrastructure

• BU Patient Support Strategy Leads (Primary Care+, SP&ID, Oncology): Brand-specific adherence program configuration, launch readiness, and ongoing optimization

• Adherence, CRM, and Counseling Vendors: Primary vendor governance — SLAs, performance, configuration, and contract management

Qualifications:

Minimum education required:

Bachelor's degree; Master's degree preferred

Necessary Skills and Competencies:

• 8+ years in biopharma patient services, CRM management, digital health operations, or adherence program management, with prior experience leading adherence operations across CRM programs, patient-facing tools, and digital companions

• Direct experience managing a Patient CRM platform, including configuration, campaign design, workflow management, and vendor oversight

• Prior experience integrating adherence programs across access, affordability, hub, and broader patient support capabilities

• Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence

• Strong understanding of adherence program models, including digital CRM, reminders, patient-facing tools, field support, refill coordination, and companion programs

• Vendor management skills across multiple vendor types — CRM, companion app, refill coordination, and counseling service providers

• Experience leading and developing teams, including hiring, performance management, talent development, and managing brand/TA-aligned ADs across adjacent operational functions

#PCAS2026

Required Skills:

Adaptability, Adaptability, Brand Asset Management, Brand Management, Business Administration, Business Management, Business Performance Management, Business Reviews, Cross-Cultural Competence, Developing Pricing Strategies, Digital Healthcare, Health Economics, Health Information Management Operations, Health Technology Assessment (HTA), Human Resource Management, Marketing Resource Management (MRM), Market Research, Negotiation, Organizational Performance Management, People Leadership, Preparation of Financial Reports, Professional Networking, Public Health, Resource Allocation,