Associate Director, Acceleration & Insights Operations

Job Description

Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions — ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.

Key Responsibilities:

• Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing

• Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA

• Support end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution

• Support end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration — translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams

• Identify and resolve implementation blockers — including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements — and escalate to the right stakeholders for resolution

• Maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts

• Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team

Points of Collaboration:

• Patient Experience and Acceleration Lead: Reporting line; aligning TA-level insights and implementation priorities to vertical strategy and CoE roadmap

• Patient Access, Affordability, and Adherence Operations Leads: Coordinating deployment timing, vendor impact, and capability sequencing across operational verticals

• Direct-to-Patient Platform Lead: Thinking through integration with DTP and other emerging channel capabilities as relevant

• BU Patient Support Strategy lead (SP&ID, Oncology, Rare Disease): Receiving graduated capabilities and brand-specific configuration needs; aligning implementation timing to launch milestones

• DHH (Data, Hub and Hub Technology): Data integration, CRM configuration, and platform changes required by new capability deployments

• Hub and Technology Vendors: Translating capability requirements into vendor SOW amendments, configuration changes, and testing protocols

• Legal, Privacy, and Compliance: Identifying and resolving compliance requirements that create implementation blockers

Qualifications:

Minimum Requirements:

• Bachelor's degree (BS/BA) and 5+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence

• Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions

• Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption

• Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences

• Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on

• Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols; comfort managing a small, execution-focused team measured by what gets deployed, not designed