VP, Customer Experience

Company Overview:

Dyne Therapeutics is focused on delivering functional improvement for people living with genetically driven neuromuscular diseases. We are developing therapeutics that target muscle and the central nervous system (CNS) to address the root cause of disease. The company is advancing clinical programs for myotonic dystrophy type 1 (DM1) and Duchenne muscular dystrophy (DMD), and preclinical programs for facioscapulohumeral muscular dystrophy (FSHD) and Pompe disease. At Dyne, we are on a mission to deliver functional improvement for individuals, families and communities.  Learn more https://www.dyne-tx.com/, and follow us on X, LinkedIn and Facebook.  

Role Summary:

The Vice President, Customer Experience leads Dyne’s nationwide field organization, setting strategic direction and driving operational execution for our first commercial launch. This role orchestrates cross-functional collaboration across key accounts, medical affairs, patient services, and reimbursement to ensure patients with neuromuscular diseases, including DMD, DM1, and FSHD, receive optimal care.

The VP builds and directs a high-performing team focused on delivering Dyne’s innovative therapies to patients, starting with our lead candidate in DMD. Success requires exceptional leadership, deep launch expertise, and a strong understanding of market dynamics, customer insights, and the competitive landscape. This leader ensures seamless coordination across all field functions to position Dyne for sustained growth and impact.

This is a field-based role.

Key Responsibilities

Sets the Strategy

• Craft a cohesive go-to-market strategy that resonates with the target audience, distinguishes Dyne from competitors, and creates market impact
• Implement business plans to achieve performance goals, including regional launch readiness reviews with senior leadership. 
• Develop and implement national and regional account and marketing plans to achieve business objectives within the rare disease therapeutic area. 
• Understand the specific market landscape and trends within each region to identify opportunities and adapt strategies. 
• Develop and implement long-term strategies for growth and expansion within each region. 

 Operational Execution & Launch Excellence

• Drive cross-functional collaboration with Medical Affairs, Patient Services and Distribution, Commercial Operations, Market Access, Corporate Affairs, Human Resources, Compliance, Legal and Patient Advocacy
• Serve as the orchestrator for customer-facing teams to build strong relationships with healthcare providers, KOLs, payers, and other key stakeholders
• Builds and maintains strong relationships with key opinion leaders (KOLs), healthcare professionals (HCPs), and other stakeholders within sites of care
• Manage and grow key accounts across the nation, ensuring the successful adoption of Dyne’s rare disease products. 
• Navigate the complex US access environment with innovative approaches and patient services support to ensure optimal patient access
• Ensuring customer satisfaction and addressing any issues within the region
• Ensuring that all activities and interactions comply with relevant regulations and guidelines. 

 Business Performance & Financial Management

• Develop and oversee financial plans for the region, including revenue maximization and budget management. 
• Deliver on key performance indicators for appropriate KOL/HCP interactions, market access, and product adoption
• Ensure operational efficiency across all aspects of the region
• Allocate resources strategically to maximize impact and ROI

People Leadership & Development

• Build and inspire high-performing, cross-functional teams that drive innovation, excellence, and an entrepreneurial spirit.
• Motivate, empower and coach the team, delegating tasks and ensuring they meet performance expectations.  
• Mentor regional team members to drive performance and development. 
• Foster strong partnerships across functions to ensure aligned objectives and seamless implementation

Education/Experience/Skills:

• Bachelor's degree with a minimum 20 years of progressive experience in Pharmaceutical/Biotech
• Rare disease commercial launch experience is required
• Prior experience leading a nati