Executive Director, Patient Experience & Operations

The Executive Director, Patient Experience and Operations is a leader of a large multifunctional team of >40 FTEs and >100 contractors, including field and head office-based roles across the patient journey including patient services, field reimbursement, patient engagement, and business operations teams within forecasting and Learning and Development. This leader understands the complexity of the US market and is able to generate functional level strategies in response to evolving market dynamics. Understands key drivers to commercial success and the impact of commercial resource deployment on outcomes. Patients are playing an increasing role in the therapeutic decision making with more influence than the HCP.

Job Responsibilities

• Develop and execute a comprehensive strategy across patient services, field reimbursement, patient engagement, forecasting and learning and growth functions aligned with the company's overall objectives. Drive initiatives to enhance patient access, adherence, and satisfaction.
• Lead and inspire a high-performing multifunctional team and provide guidance, mentorship, and professional development opportunities to team members.
• Oversee the Learning and Growth function to ensure collaboration across business partners to optimize and drive employee development by providing high quality training solutions in support of the >400 commercial colleagues.
• Responsible for the Promotion Review Committee that produces high-quality promotional materials in a timely and compliant manner.
• Lead and optimize the long-range forecasting and ensure the Forecasting & Performance Analytics team drives effective planning to achieve revenue in excess of $5B.
• Collaborate closely with internal stakeholders, including Marketing, Sales, Medical Affairs, and Market Access, to ensure alignment and integration initiatives with broader commercial strategies.
• Serve as a champion for patients, ensuring their needs and preferences are prioritized in program design and implementation. Advocate for patient-centric approaches within the organization.
• Establish key performance indicators (KPIs) and metrics to assess the impact and effectiveness of patient services initiatives. Monitor performance against targets and provide regular reports to senior management.
• Build and maintain relationships with external partners, including patient advocacy organizations, specialty pharmacies, and healthcare providers, to support the delivery of comprehensive patient support services.
• Develop and manage the budget for patient services programs, ensuring optimal resource allocation and cost-effectiveness.

Minimum Job Requirements

• 15+ years' experience in US commercial pharmaceutical industry with multi-disciplinary commercial leadership roles
• Experience in leading design and execution of initiatives with cross functional scope that impact the patient journey and experience required
• Experience in patient services & reimbursement strongly preferred
• Experience with pharmaceutical forecasting, commercial learning and growth and other commercial functions (marketing, market access) desired
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across diverse stakeholders at all levels of the organization
• Proven leadership capabilities, including the ability to inspire and develop high-performing teams, drive organizational change, and navigate ambiguity in a dynamic business environment
• Strategic mindset, with the ability to think creatively, anticipate market trends, and develop innovative solutions to drive competitive advantage

CSL employees that work at least 30 hours per week are eligible for benefits effective day 1. We are committed to the wellbeing of our employees and their loved ones. CSL offers resources and benefits, from health care to financial protection, so you can focus on doing work that matters. Our benefits are designed to support the needs of our employees at every stage of their life. Whether you are considering starting a family, need help paying for emergency back up care or summer camp, looking for mental health resources, planning for your financial future, or supporting your favorite charity with a matching contribution, CSL has many benefits to help achieve your goals.

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