Associate Director, Patient Support Solutions

Madrigal is a biopharmaceutical company focused on delivering novel therapeutics for metabolic dysfunction-associated steatohepatitis (MASH), a serious liver disease that can progress to cirrhosis, liver failure, need for liver transplantation and premature mortality. Every member of our Madrigal team is connected by our shared purpose: leading the fight against MASH.

Madrigal’s medication, Rezdiffra (resmetirom), is a once-daily, oral, liver-directed THR-β agonist designed to target key underlying causes of MASH. Rezdiffra is the first and only medication approved by both the FDA and European Commission for the treatment of MASH with moderate to advanced fibrosis (F2 to F3). An ongoing Phase 3 outcomes trial is evaluating Rezdiffra for the treatment of compensated MASH cirrhosis (F4c).

Our success is driven by our people. We are building a dynamic, inclusive, and high-performing culture that values scientific excellence, operational rigor, and collaboration. To support our continued growth, we are strengthening our workforce strategy to ensure we have the right talent, at the right time, in the right way.

Associate Director, Patient Support Solutions

Location: Waltham Department: Commercial IT Reports to: Senior Director,

Position Summary

The Associate Director, Patient Support Solutions will lead the strategic design, development, and optimization of the Patient Support platforms engaging with Patient Access and Patient Services team. This role will serve as the primary liaison between business stakeholders, IT, and external partners to ensure the Patient Engagement ecosystem delivers exceptional patient and provider experiences, operational efficiency, and compliance with regulatory standards.

The ideal candidate will combine deep business understanding of patient support programs with strong product ownership, analytical, and technical capabilities. Experience with Patient CRM or similar healthcare CRM platforms is strongly preferred.

Key Responsibilities

· Solution Ownership: Serve as the solution owner for the Patient engagements, defining the vision, roadmap, and prioritized backlog to align with patient access and support goals.

· Stakeholder Management: Collaborate with cross-functional teams including Field Teams, Patient Services, Market Access, IT, Compliance, and external vendors to gather requirements and deliver scalable solutions.

· System Enhancements: Lead the design and implementation of new solutions, features, integrations, and workflows that streamline patient onboarding, reimbursement, and case management processes.

· Data & Insights: Ensure solution data integrity and leverage insights to drive improvements in patient engagement, adherence, and operational performance.

· Vendor Oversight: Partner with platforms owners and implementation partners to ensure timely, quality delivery of enhancements and systems stability.

· Change Management: Support user adoption through training, documentation, and continuous improvement initiatives.

· Compliance: Maintain strict adherence to all privacy, security, and regulatory requirements governing patient data and healthcare systems.

· Analytics & Business Analysis: Utilize business analyst skills to translate complex business needs into system requirements, reporting, and dashboards.

Qualifications

· Bachelor’s degree required; advanced degree (MBA, MS, or equivalent) preferred.

· 10+ years of experience in CRM, Product Management, or Business Analysis roles within the pharmaceutical, biotech, or healthcare industry.

· Demonstrated experience implementing or managing Patient Engagement Platforms or other healthcare-focused CRM platforms.

· Proven ability to manage CRM product lifecycle—from vision and strategy through delivery and optimization.

· Strong understanding of patient access, reimbursement, and support program processes.

· Exceptional communication, stakeholder management, and problem-solving skills.

· Experience with data analytics, reporting tools, and translating insights into business recommendations.

· Agile certification or experience working in an Agile/Scrum environment preferred.

· Business Analyst experience a strong plus.

Madrigal offers a competitive Total Rewards strategy to attract and retain top talent and is inclusive of base pay, bonus, equity, and a generous benefits package. Full-time employees are eligible for base salary, bonus, equity, and a comprehensive benefits suite.

Base salary is determined by several factors including the candidate’s qualifications, skills, education, experience, business needs, and market demands.  As of the date of this posting, a g