Senior Director, Head of US Customer Experience and Patient Services

We’re here for one reason and one reason only – to cure cancer. Every moment is dedicated to developing treatments and every action moves us one step closer to our goal. We’ve made incredible scientific breakthroughs and our pioneering personalized CAR T-cell therapies have changed the paradigm. But we're not finished yet.

Join Kite, as we make even bigger advances in cancer therapies, and help shape where our business and medical science goes next.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Kite and help create more tomorrows.

Job Description

The Senior Director, Head of US Customer Experience and Patient Services reports to the Executive Director, Head of US Market Access (USMAx) and is responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services, including Kite Konnect, Patient Navigators, Case Management, Travel & Lodging, Field Reimbursement, and the digital components of the patient and case experience. This leader partners with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients. Additionally, this individual leads Kite’s US Case Management team and is responsible for the Patient Navigator team in partnership with AssistRx. Finally, this individual is responsible to partner closely with all relevant cross-functional stakeholders to assess potential need for a field reimbursement team and potentially build out and lead this team. This person is a critical member of the USMAx Leadership Team and will work closely with the entire US team in close collaboration to achieve US business goals.

Key Responsibilities

Strategy & Program Development

• Working with Operations Lead, develop and manage SOPs for Patient Services Team to provide superior patient assistance services, enhance efficiency of team members’ roles (Case Managers, Patient Navigators, Reimbursement Specialists, etc.), to improve efficient call handling and improve external perceptions of our Kite Konnect Hub

• Lead a collaborative effort with our Patient Services lead and other cross-functional partners to coordinate unbranded materials for CAR T patients to be incorporated into future Patient Navigator role and materials on KiteKonnect.com Website

• Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources

• Develop call center metrics (including Patient Assistance reporting tools) to measure the teams’ successes and performance

• Sets appropriate metrics and KPIs (key performance indicators) to help monitor and measure results and performance of patient enrollment, patient support services programs, and all distribution network and agreements

Operations & Logistics

• Serves as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub, its patient support programs, AND all channel strategies and distribution for all cell therapies

• Oversight of commercial logistics and continually assess the process to identify opportunities for improvement

• Collaborate with all commercial functions including Account Management, Marketing, Market Access and Customer Engagement to facilitate solutions for account and patient related issues

• Develop and maintain cross functional partnerships with internal departments including but not limited to Manufacturing/Quality Assurance, Supply Chain Logistics, Clinical Development and Operations, Medical Affairs, Legal and Finance to manage the logistical coordination of the patient cell journey starting with patient enrollment through final product delivery

• Ensure adequate Standard Operating Procedures to cover the patient support services team and trade operations. Through auditing and oversight ensure operations are consistent with documented procedures

Compliance & Governance

• Work closely with Regulatory, Legal and other partners/stakeholders to ensure fully co