Director, NPS Lifecycle Management and Process Transformation

Role Summary

The Director, NPS Lifecycle Management and Process Transformation leads lifecycle planning for in-line patient support programs, developing forward-looking planning and right-sizing post-launch to Loss of Exclusivity (LoE). Collaborates with cross-functional teams to implement an LCM framework and integrate patient services into in-line programs, while staying ahead of market changes and competitor activity to drive patient-centric care.

Responsibilities

• Lead the strategic planning for lifecycle management across the Therapeutic Area portfolio.
• Develop and implement strategies for brand performance by evaluating insights, category trends, in-market performance, and competitive activity.
• Collaborate with cross-functional teams to develop an LCM framework for key products through governance frameworks such as CCRB, Quantum, and PSOC.
• Oversee rollout and implementation of the LCM framework, including training, to integrate Patient Services offerings for in-line programs (Copay, Free Goods, Patient Hubs, Clinical Support, Digital Solutions, E-services).
• Develop patient support program strategies for in-line products, new indications, and LoE.
• Utilize competitive intelligence to provide unbiased, fact-based cross-functional strategies and prioritize resources.
• Collaborate to develop strategies that reduce spend and reallocate resources as the Patient Support Program matures, ensuring resource optimization and cost management.
• Oversee the Quantum Portfolio Management (QPM) role to prioritize initiatives across the NPS roadmap and implement accordingly.
• Ensure Business Excellence assets (BRD, UAT, workflows) are maintained and executed.
• Monitor testing for system releases via offshore resources; develop and maintain process maps and BRDs; maintain mature products portfolio.

Qualifications

• Education: Bachelor’s degree required; Advanced degree (MA, MS, MBA) preferred.
• Minimum 10 years of experience in the US healthcare sector, including significant consulting roles at biopharmaceutical companies.
• Broad experience across commercial, marketing & sales, regulatory compliance, payors, providers, manufacturing, quality; demonstrated expertise in patient support disciplines.
• Proven success leading cross-functional strategic projects with substantial business impact; strong strategic planning, organizational, and communication skills; problem-solving and escalation resolution.
• Extensive senior stakeholder management experience in a complex, matrixed organization.
• Ability to influence and drive decisions without direct authority; strong communication skills; experience leading meetings with senior management.
• Experience developing forward-looking plans and right-sizing programs from launch through LoE; ability to anticipate market changes and maintain compliance.
• Experience driving process standardization and transformation; expertise in lifecycle management frameworks and patient support strategies.
• Strong problem-solving and interpersonal abilities to convey strategic needs and direct teams; prior people leadership experience preferred.

Skills

• Strategic planning and execution
• Cross-functional collaboration
• Lifecycle management frameworks
• Patient support program design
• Competitive intelligence
• Cost optimization and resource management
• Stakeholder management
• Change management

Education

• Bachelor’s degree required; Advanced degree preferred

Additional Requirements

• Travel: Up to 20% travel as defined by the business