Associate Pharmacy Operations Director

Role Summary

Responsible for providing tactical leadership and direction for pharmacy operations within the enterprise patient support ecosystem. Sets strategic priorities, oversees the development of long-term operational plans, and ensures strong alignment with business objectives across Patient Support, Marketing, Market Access, and Field teams. Serves as a strategic advisor to senior leadership, identifying emerging opportunities, shaping pharmacy capabilities, and driving enterprise-wide improvements that enhance patient experience, operational effectiveness, and organizational scalability.

Responsibilities

• Develop, design, and implement both short and long-term pharmacy strategies and capabilities, oversees implementation and ongoing management of pharmacy programs
• Partner with existing patient support program leads, with a focus on operational excellence in support of patient needs
• Sets departmental strategic priorities and operational objectives, ensuring alignment with enterprise pharmacy support goals
• Develops multi-year capability roadmaps to enhance program scalability and patient experience
• Develop performance dashboards and interpret data for purposes of assessing market access trends, hub program utilization, and performance against defined KPIs
• Champions innovation by evaluating new technology platforms, operating models, and service enhancements
• Understand relevant competitive environment and understand their pharmacy and access strategies
• Collaborate cross functionally within the commercial organization to design and implement pharmacy programs that support the company’s patient support objectives for inline and launching brands
• Demonstrates strong ownership of complex programs while driving innovative, sustainable solutions that require cross functional collaboration and enterprise wide alignment across NNI
• Builds and maintains trusting, collaborative relationships and alliances with internal and external partners, focused on addressing key business issues, objectives, and processes
• Enhance the customer experience via benchmarking, customer feedback, auditing and active call monitoring
• Develop and maintain SOPs and business rules related to US patient support. Maintain program SOPs, exceptions processes, workflows, scripting, training and reports. Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget
• Drive development of company-wide processes and guidelines to support customer-focused objectives
• Responsible for developing communications and engagement strategies for internal audiences and key external customers
• Deliver periodic updates on programs to organization during POAs and other appropriate meetings
• Demonstrate fiscal discipline and accountability to effectively and efficiently manage external partners and vendors’ performance through appropriate metrics. Negotiate and executes contracts / SOWs and budgets for desired services
• Defines frameworks for vendor governance, contractual strategy, and performance accountability

Additional Requirements

• 10-20% overnight travel required.

Qualifications

• Bachelor's degree from an accredited institution or equivalent is required. Experience with patient support hubs, pharmacies and/or healthcare institutions preferred
• A minimum of Bachelor's degree and 9+ years of experience or Master's degree and 7+ years of experience or PharmD and 5+ years of experience in any of the following areas: patient services operations, pharmaceutical sales, marketing, market insights, market research, contracting, managed markets strategy, or value communication within payer marketing, national account management, consulting, OR a minimum of three (3) years of experience in strategic market access or pharmacy operations in the pharmaceutical industry
• Experience leading senior professionals or cross-functional teams
• Demonstrated ability to influence executive leaders and drive enterprise-level decisions
• Proven track record of setting departmental plans, priorities, and long-term strategic direction
• Ability to translate strategies into measurable programs that have high ROI
• Agency/Vendor management experience required
• Ability to lead and collaborate on cross-functional teams required
• Anticipates problems and roadblocks to avoid crisis management
• Must have proven track record of developing accurate short and long term business plans, results and follow up
• Must have solid understanding of the pharmaceutical marketplace including legal, medical, regulatory and clinical processes
• Develops accurate short and long term plans, forecasting, and business analysis
• Project Management and Quantitative analysis skills
• Intermediate proficiency in Windows, MS Word, PowerPoint and Excel required

Education

• Bachelor's degree from an accredited institution or equivalent is required.
• Master's degree or PharmD with related experience is preferred.

Skills

• Project management
• Quantitative analysis
• Proficiency in Windows, MS Word, PowerPoint, and Excel