Director, Patient Support Programs – Cross-Portfolio Operations
Gilead Sciences
7 months ago
Remote friendly (San Francisco Bay Area)
United States
Patient Advocacy
Director, Patient Support Programs – Cross-Portfolio Operations
Key Responsibilities:
- Provide enterprise operational leadership for cross-portfolio patient support services, ensuring consistency, scalability, and alignment across brands and lifecycle stages
- Serve as a central point of accountability for patient support operations (hub services, reimbursement support, copay assistance, PAP/MAP programs, digital/e-services)
- Establish and maintain enterprise standards, operating models, and governance frameworks for patient support programs
- Lead, coach, and develop an Operations team of individual contributors; set expectations, priorities, and performance objectives
- Drive operational excellence through defined KPIs, SLAs, vendor performance management, and continuous improvement
- Partner with Program Strategy, Market Access, and cross-functional launch teams to support operational readiness and lifecycle execution
- Ensure financial discipline via budget oversight, cost optimization, and value realization across patient support vendors
- Ensure full compliance with regulatory, legal, and privacy requirements; identify and mitigate operational/compliance risks
- Translate complex operational data into executive-ready insights
Basic Qualifications:
- High School Degree and 16 years’ experience OR Associate’s degree and 14 years’ experience OR Bachelor’s degree and 12 years’ experience OR Master’s degree and 10 years’ experience OR PhD and 8 years’ experience
Preferred Qualifications (skills/experience):
- Advanced degree (MBA, MPH, PharmD, or equivalent)
- Experience supporting multiple brands/franchises across lifecycle stages using portfolio-level models and governance
- Experience with specialty/complex products (e.g., oncology, HIV, liver, rare disease)
- Familiarity with patient support vendor operating models (case management, reimbursement, copay, PAP/MAP, digital enrollment)
- Partner experience with specialty pharmacy, distribution, or trade to optimize access and time-to-therapy
- Experience improving operations via technology enablement and data-driven optimization
- Strong change management in complex matrixed environments
- 12+ years progressive biopharma/biotech/specialty pharmacy/hub services experience; 5+ years leading patient support/hub operations (vendor governance, KPI/SLA design, performance management, operational oversight)
- Experience supporting launch readiness and lifecycle execution; leadership with direct reports
People Leader Accountabilities:
- Create Inclusion
- Develop Talent
- Empower Teams
Benefits:
- Eligible employees may participate in benefit plans (medical, dental, vision, life insurance) subject to plan terms.
Application Instructions:
- Please apply via the Internal Career Opportunities portal in Workday.
Key Responsibilities:
- Provide enterprise operational leadership for cross-portfolio patient support services, ensuring consistency, scalability, and alignment across brands and lifecycle stages
- Serve as a central point of accountability for patient support operations (hub services, reimbursement support, copay assistance, PAP/MAP programs, digital/e-services)
- Establish and maintain enterprise standards, operating models, and governance frameworks for patient support programs
- Lead, coach, and develop an Operations team of individual contributors; set expectations, priorities, and performance objectives
- Drive operational excellence through defined KPIs, SLAs, vendor performance management, and continuous improvement
- Partner with Program Strategy, Market Access, and cross-functional launch teams to support operational readiness and lifecycle execution
- Ensure financial discipline via budget oversight, cost optimization, and value realization across patient support vendors
- Ensure full compliance with regulatory, legal, and privacy requirements; identify and mitigate operational/compliance risks
- Translate complex operational data into executive-ready insights
Basic Qualifications:
- High School Degree and 16 years’ experience OR Associate’s degree and 14 years’ experience OR Bachelor’s degree and 12 years’ experience OR Master’s degree and 10 years’ experience OR PhD and 8 years’ experience
Preferred Qualifications (skills/experience):
- Advanced degree (MBA, MPH, PharmD, or equivalent)
- Experience supporting multiple brands/franchises across lifecycle stages using portfolio-level models and governance
- Experience with specialty/complex products (e.g., oncology, HIV, liver, rare disease)
- Familiarity with patient support vendor operating models (case management, reimbursement, copay, PAP/MAP, digital enrollment)
- Partner experience with specialty pharmacy, distribution, or trade to optimize access and time-to-therapy
- Experience improving operations via technology enablement and data-driven optimization
- Strong change management in complex matrixed environments
- 12+ years progressive biopharma/biotech/specialty pharmacy/hub services experience; 5+ years leading patient support/hub operations (vendor governance, KPI/SLA design, performance management, operational oversight)
- Experience supporting launch readiness and lifecycle execution; leadership with direct reports
People Leader Accountabilities:
- Create Inclusion
- Develop Talent
- Empower Teams
Benefits:
- Eligible employees may participate in benefit plans (medical, dental, vision, life insurance) subject to plan terms.
Application Instructions:
- Please apply via the Internal Career Opportunities portal in Workday.