Director, Patient CRM, US Rare Diseases

Introduction to role:
Are you ready to lead the charge in transforming patient experiences within the realm of rare diseases? As the Director, Patient CRM, US Rare Diseases, you will oversee the strategy, development, and operational excellence of our patient CRM platform. This pivotal role ensures data quality, privacy, and system governance for Patient Services, delivering secure and compliant solutions that enhance patient outcomes. Your leadership will be the backbone of our mission to serve patients and drive the US Rare Disease business forward.

Accountabilities:

• Process Optimization & Business Alignment: Translate stakeholder strategies and patient-focused priorities into scalable workflow designs and system features that support compliance and operational excellence. Harmonize CRM processes with adjacent business systems and ensure seamless data flow and integrity.

• Strategic Data Quality & System Governance: Drive and champion robust data governance frameworks for patient CRM. Lead the design, implementation, and ongoing refinement of processes that ensure data is accurate, timely, and complete across all patient service applications.

• Privacy & Compliance Leadership: Serve as the primary point of accountability for CRM data privacy and security within Patient Services. Collaborate actively with Legal, Compliance, and Privacy teams to design solutions and workflows that uphold all internal and external regulatory requirements, fostering a culture of privacy-first system development.

• Integrated System Stewardship: Own the overall governance and lifecycle management of patient CRM. Ensure configuration, enhancement, and expansion of the system aligns with broader organizational data standards, information security practices, and regulatory needs.

• Change Management & Adoption: Lead end-to-end change management for all major CRM releases and data governance enhancements. Execute structured training and support plans to promote high adoption while enforcing data standards and safe data practices.

• Data-Driven Decision Making: Establish and maintain advanced analytics, dashboards, and KPI monitoring mechanisms within patient CRM. Provide actionable insights to stakeholders, enabling continuous improvement in patient services and rigorously tracking data quality throughout.

• Vendor Partnership & System Innovation: Evaluate external partner solutions (including software vendors) for CRM enhancements, with attention to data quality, privacy controls, and platform reliability. Lead vendor engagements to maximize secure and effective use of new technologies.

• Team Leadership & Development: Lead and mentor Product Owners, business analysts, and agile team members. Build a culture of excellence and accountability around effective processes, data stewardship, privacy, and system reliability.

• Resource and Budget Management: Steward the patient CRM budget with a focus on investments that reinforce data governance and security, in addition to technical advancement.

• Patient User Experience: Triage and incorporate the ideal patient user experience for the patient portal that is integrated with the patient CRM.

Essential Skills/Experience:

• Bachelor’s degree (business, technology, sciences); advanced degree preferred

• 7+ years in product management, business platform ownership, or system governance roles in pharmaceuticals/biotech

• Demonstrated success in applying data governance, data privacy, and security standards in enterprise technology or healthcare settings

• 5+ years with Salesforce.com or equivalent CRM, including experience with data integrations and maintaining data quality at scale

• History of leading direct reports and cross-functional teams, vendor management, and Agile product delivery

• Strong analytical, problem-solving and data management capability, with advanced skills in Excel, PowerPoint, and data visualization

• Experience managing system compliance, privacy, and lifecycle governance requirements

Desirable Skills/Experience:

• Master’s in Business Administration (MBA), Health Informatics, or related technical field

• Salesforce.com and/or product management certification

• 5+ years in Agile environments; certified in agile methodologies preferred

• Deep experience in patient-faci