Director, Patient & HUB Operations, Rare Disease

Sumitomo Pharma Co., Ltd., is a global pharmaceutical company based in Japan with operations in the U.S. (Sumitomo Pharma America, Inc.), focused on addressing patient needs in oncology, urology, women's health, rare diseases, cell & gene therapies and CNS. With several marketed products and a diverse pipeline of early- to late-stage investigational assets, we aim to accelerate discovery, research, and development to bring novel therapies to patients sooner. For more information on SMPA, visit our website https://www.us.sumitomo-pharma.com or follow us on LinkedIn.

Job Overview

We are currently seeking a dynamic, highly motivated, and experienced individual for the position of Director, Patient & HUB Operations, Rare Disease.  The Director, Patient & HUB Operations, Rare Disease will lead the strategy, development, and operation of the RETHYMIC CONNECT® patient support program & HUB operations supporting the rare disease product(s). The Director leads the design and execution of program operations, systems, metrics, and HUB vendor network.  The Director will work closely with key stakeholders including the Brand Franchise team, Finance, Regulatory, Legal, Supply Chain, and Manufacturing as well as critical HUB vendors. The Director will support S&OP meetings and establish a cross-functional collaboration model with the Manufacturing and Supply Chain to ensure robust communication and alignment for capacity planning, slot allocation, scheduling, and logistics. This role plays an integral part in the development of commercial operations for SMPA rare disease assets. This role also manages all patient service operations while supporting a culture of transparency, collaboration, and growth.

Job Duties and Responsibilities

• Oversee RETHYMIC CONNECT® program operational strategy, execution, and cross-functional integration supporting rare disease product(s).
• Manage and lead HUB service team including patient support specialists, operations coordinators, and account liaisons ensuring delivery of high-quality services to patients, healthcare providers and network partners.
• Monitor and assess the performance of external patient support and logistics service partners, ensuring they perform in accordance with agreed upon contracts and program requirements; implement corrective measures and monitor completion of CAPAs as required.
• Develop and maintain performance dashboards to monitor execution and drive program optimization and operational excellence.
• Develop program enhancements that will optimize patient/caregiver experience and share relevant brand insights and updates with commercial leadership to refine the program strategy and execution based upon new insights.
• Develop and execute RETHYMIC CONNECT® program strategic imperatives and initiatives aligned with brand strategy, goals, and objectives.
• Lead new product launch HUB services strategy, planning, and implementation; including but not limited to HUB services, educational support, treatment center/office support & onboarding, and logistics and orchestration operations.
• Lead development of IT system user requirements, data elements, and user interface design for CRM and orchestration ecosystem supporting complex end-to-end product operations. Serves as business lead for CRM and orchestration systems.
• Lead process mapping and development of patient journey/experience assessments on matrix teams for complex projects, develop of project plans, set project priorities, and provide input on timing, resources, and budget projections
• Support S&OP model and establish cross-functional collaboration with the Finance, Supply Chain, and Manufacturing units to ensure robust communication and alignment for capacity planning, slot allocation, and scheduling.
• Support development of a commercial capacity model and expansion of source and treatment center operations.
• Lead assessment and selection of distribution channel models and vendors.
• Monitor sales orders and facilitate distribution partner processing prior to invoice. Monitor ERP sales order operations.
• Negotiate and execute complex contracts/SOWs for desired services supporting the end-to-end operations for complex therapies.
• Develop and maintain all program materials, including call guides, SOPs, work instructions and training resources per the SMPA legal, medical, and regulatory approval process
• Support development and regulatory correspondence and serve as SME during regulatory discussions or inspections regarding HUB operations.

Key Core Com