Director, Patient Support Services – Dupixent Field Operations Lead

Role Summary

The Director, Patient Support Services – Dupixent Field Operations Lead serves as the strategic and operational lead for field-facing activities and vendor collaboration. The role drives excellence in customer experience, manages field inputs, and ensures seamless coordination between internal teams, external vendors, and specialty pharmacies. Significant travel and on-site presence are required to foster collaboration, resolve issues, and generate actionable insights. Reports to the Senior Director, Dupixent Patient Support Services Operations. Remote position.

Responsibilities

• Serve as the primary field operations lead for Dupixent PSS, acting as the central point for Field Reimbursement Managers (FRMs) regarding communications, escalations, and training content.
• Incorporate field input, HUB operations and performance data to identify issues (tech iCare+, HUB performance, training, program design) and collaborate on solutions/remediation.
• Act as the primary integration point between the HUB, the Field, and DMW HQ Strategy and Operations.
• Conduct regular on-site meetings with hub vendors to ensure alignment, issue resolution, and ongoing performance monitoring.
• Ensure compliance and confidentiality of Protected Health Information (PHI), working with PHI approximately 60‚Äì80% of the time.
• Lead on-site issue resolution efforts between vendors and customers, representing Dupixent PSS operations in the field with regular check-ins with accounts experiencing operational gaps.
• Represent Dupixent PSS Operations as the hub lead for Specialty Pharmacy and/or Payer meetings, ensuring coordination and follow-through on action items.
• Drive customer experience insights generation through 40‚Äì60% travel, including field visits, customer meetings, and pilot program evaluations.
• Monitor and support pilot initiatives, ensuring timely feedback loops and operational readiness for broader implementation.
• Collaborate cross-functionally with internal stakeholders (FRMs, Sales, Marketing, Compliance, Legal, etc.) and external partners to ensure consistent execution and service delivery.
• Deliver updates and insights to senior leadership, highlighting trends, risks, and opportunities for improvement.
• Model inclusive and supportive leadership and culture.

Qualifications

• Required: Bachelor‚Äôs Degree
• Required: A minimum of ten (10) years of relevant work experience, with at least five (5) years in Patient Support Services
• Required: Experience managing vendor relationships and resolving operational issues in real-time
• Required: Strong communication and presentation skills with the ability to influence across matrixed teams
• Required: Proven ability to manage multiple projects and priorities independently
• Required: Ability to travel 40‚Äì60% of the time
• Preferred: Previous experience in bio-pharmaceutical commercial roles, especially in patient support or field reimbursement
• Preferred: Experience working with PHI and understanding of HIPAA compliance
• Preferred: Strong analytical and problem-solving skills
• Preferred: Experience leading cross-functional initiatives involving specialty pharmacies and hub vendors

Skills

• Stakeholder management and relationship building
• Operational program management
• Strategic planning and problem solving
• Data analysis and interpretation to drive improvements
• Excellent written and verbal communication

Education

• Bachelor‚Äôs Degree

Additional Requirements

• Travel: 40‚Äì60% of the time
• PHI handling: ~60‚Äì80% of the time; ability to maintain PHI confidentiality and HIPAA compliance