Associate Director, Patient Services Strategic Digital Project Manager

Role Summary

The Associate Director of Strategic Digital Project Management for Patient Services leads the vision, strategy, and execution of complex digital initiatives that transform patient engagement, support, and operational workflows. You will oversee end-to-end delivery of high-impact programs, ensuring alignment with goals, regulatory requirements, and industry best practices. You will lead and mentor cross-functional teams, champion innovation, and collaborate across business, IT, and external partners to implement scalable digital solutions that enhance patient experience and service delivery.

Responsibilities

• Lead the design, planning, and execution of enterprise-wide digital initiatives, optimizing patient and provider journeys across all touchpoints.
• Drive unified messaging and standardization of digital assets to ensure consistency, efficiency, and compliance across Patient Support Services.
• Utilize advanced analytics to measure the impact of digital transformation, inform decision making, and continuously improve operational performance.
• Oversee strategic program launches, managing cross-functional teams and resources to deliver projects on time and within budget.
• Integrate external innovations and emerging technologies to strengthen service delivery and maintain competitive advantage.
• Champion change management and process improvement, leading organizational transformation and operational integration efforts.
• Build, mentor, and inspire high-performing project teams, fostering a culture of accountability, collaboration, and continuous learning.
• Engage and influence stakeholders at all levels, including executive sponsors, patient advocacy groups, and technology partners, to drive alignment and support for strategic initiatives.
• Monitor and report on project financials, risks, milestones, and outcomes, ensuring transparency and proactive issue resolution.
• Facilitate cross-team collaboration, maintaining integrated plans, RAID logs, and ensuring timely delivery of patient-focused digital initiatives.
• Evaluate and recommend new technologies, platforms, and tools to support patient engagement, data privacy, and service delivery.

Qualifications

• Required: Bachelor's degree; Master's degree preferred.
• Required: Minimum of 7 years of progressive experience in strategic project management, with a proven track record of leading complex digital transformation initiatives within a biotech, pharma, regulated healthcare or similar industry.
• Required: Demonstrated success in digital strategy, transformation, or innovation initiatives within patient services or healthcare, inclusive of implementing chat bots and/or digital service options for healthcare providers.
• Required: Strong financial acumen and accountability for project outcomes.
• Required: Exceptional organizational, analytical, and communication skills.
• Required: Proven ability to manage multiple priorities and drive change in dynamic, regulated environments.
• Required: Proficiency with digital project management tools (e.g., JIRA, Asana, Smartsheet, MS Project).
• Required: Ability to travel approximately 10%.
• Preferred: Extensive experience with Agile, Waterfall, and hybrid project management methodologies; relevant certifications (e.g., PMP, Agile, Scrum Master) strongly preferred.
• Preferred: Deep understanding of HIPAA, and other regulatory frameworks.
• Preferred: Experience with process improvement, change management, and executive-level stakeholder engagement.
• Preferred: Familiarity with patient engagement platforms, CRM systems, and emerging digital health technologies (AI, cloud, data analytics, automation).
• Preferred: Experience collaborating with patient advocacy groups and external healthcare partners.