Associate Director, Patient Support Hubs, Business Operations (Seaport MA)

 

Work Your Magic with us! Start your next chapter and join EMD Serono.

 

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

 

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

 

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

 

Your Role:

The Associate Director of Patient Support Hubs, Business Operations serves as a critical extension of the Head of Internal Patient Support Hubs, driving disciplined execution, operational rigor, and organizational focus across a rapidly scaling internal hub model. This role acts as a force multiplier—translating strategy into action, filtering noise, and ensuring the hub operates with clarity, efficiency, and control.

The individual will lead cross-functional coordination, oversee business performance, and proactively identify risks and opportunities to optimize hub health, patient experience, and partner delivery.

 

Key Responsibilities:

Leadership Enablement

• Serve as a trusted thought partner to the Head of Internal Patient Support Hubs
• Enable leadership to operate at a more strategic level by effectively managing execution, filtering and prioritizing incoming issues, and ensuring leadership focus on highest-impact decisions
• Prepare executive-level communications, presentations, and business cases using clear, concise, and executive-ready storytelling
• Step in to lead initiatives or represent leadership as needed

• Influence without authority and align stakeholders across functions and levels

Operational Execution & Governance

• Oversee execution of strategic priorities across internal patient support hubs, ensuring alignment with enterprise objectives
• Establish and maintain operating cadence (business reviews, performance checkpoints, leadership updates)
• Implement governance structures to ensure accountability, decision clarity, and escalation pathways
• Act as a central point of integration across functions (reimbursement, clinical, strategy, field teams, vendors, legal/compliance, etc)

• Identify operational bottlenecks and implement scalable process improvements using data and judgment to drive timely, effective decisions
• Ensure audit readiness for the patient support hubs, ensuring all systems, processes, and documents meet regulatory and quality standards
• Establish and maintain robust documentation management, change control, and version tracking to guarantee traceability, completeness, and audit-ready state at all times for Business Rules, SOPs, etc.
• Collaborate with the PAS Program Strategy Operations lead to address active audit needs for the hub
• Manage the governance of onboarding and training programs by steering the internal training project team, mobilizing SMEs, and supporting the development and execution of new training content

Performance & Workload/Capacity Planning

• Assist with KPI framework and performance dashboards (access, speed, quality, patient experience, throughput)
• Conduct ongoing workload analysis, capacity planning, and resource optimization
• Translate data into actionable insights and recommendations for senior leadership
• Monitor hub health indicators and proactively addres