Senior Director, Patient Support & Order Management Lead (T1D)

Job Description

General Summary:

Vertex is seeking a talented leader to join our US Diabetes team to support our aspirations of bringing multiple potentially transformative cell therapies to people living with Type 1 Diabetes (T1D).

The Senior Director, US T1D Patient Support & Order Management will build and lead the patient support team for our newly created US commercial organization dedicated to Type 1 Diabetes. They will define the appropriate patient support and order management model, develop the launch strategy, recruit and develop a high-performing patient support team (operations, communications, care management), and ensure execution of launch activities.  We are seeking a candidate that has a strong track record in US patient support and operations roles, demonstrated success in leading high performing teams, and the ability to thrive in a fast-paced, innovation-focused environment.

This role is a key member of the T1D Business Unit leadership team and is based out of Boston, MA, HQ in the Seaport District. Must live and/or be able to relocate to Boston. 

For more background on our Type 1 Diabetes portfolio, please see the R&D section on our corporate website.

Key Duties and Responsibilities:

• Leads the day-to-day T1D patient support program and cell order operations, including key activities and programs that drive performance against access, patient logistics and service goals

• Sets the vision for the function, develops a thoughtful launch plan, establishes relevant programs, builds the team, and ensures execution of key initiatives

• Beyond the initial launch, builds long-term strategic plans, annual goals and related business plans for program evolution

• Accountable for operational oversight, ensuring rapid resolution of any patient, treatment or order issues and adherence to business rules; ensures that our teams are operating in highly coordinated fashion with both treatment centers and colleagues in manufacturing

• Drives flawless execution of operational plans, through ensuring the team is clear on priorities, effective cross-functional partnerships and thoughtful training and implementation plans

• Manages external budget, with a focus on initiatives that drive operational effectiveness and enhance the patient experience

• Drives continuous improvement and resolving highly complex/unusual business problems while maintaining an external focus

• Engages and aligns with key business unit partners around overall launch strategy and key initiatives, ensuring all activities are synched up and coordinated

• Adopts a forward-thinking mindset to adapt systems, processes, and platforms for future patient needs

• Manages the US ‘end-to-end’ view of the treatment process. Builds bridges with necessary functions to achieve buy-in and actioning on their part

• Coaches multi-functional teams and team leaders (communications, operations, care management) to be top coaches and leaders, and ensures they achieve exceptional performance of their teams

• Hires, retains, develops and engages top talent

• Serves as a core member of the T1D BU Leadership Team and engages “above” role to improve effectiveness in all functions of T1D across North America

• Champions appropriate behaviors & supports a continuously compliant environment; role models ethics and integrity

Knowledge and Skills:

• Expertise in patient support, patient education, market access, or marketing

• Proven ability to motivate, coach and inspire a team towards clear goals and hold accountable for results

• Thrives working in a fast paced, evolving environment with attention to detail, committed follow through

• Demonstrates appropriate judgement in decision making

• Excellent communication skills to negotiate internally/externally often at higher levels

• Demonstrates a patient-centric and customer-service mindset

• Experience in healthcare/pharmaceuticals and leading teams

Education and Experience:

• Typically requires 12 + years of experience and 5 years of supervisory/management experience or the equivalent combination of education and experience

• Additional preferred experience: Specialty product launch, cell and gene therapy, and/or novel therapy experience

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Pay Range: