Director, Program Design Processes and Operations

Role Summary

The Director – Program Design Processes and Operation is responsible for overseeing the governance and operations of all enterprise-wide Patient Services capabilities (e.g., data operations / quality, vendor performance, program design norms). This leader ensures that all solutions are developed, maintained, and scaled in accordance with enterprise standards, compliance requirements, and strategic priorities. The role collaborates cross-functionally to drive consistency and efficiency.

Responsibilities

• Guide the centralized quality design standards and operations functions
• Facilitate relationships third-party vendors who collect data or perform services, ensuring they meet quality, compliance, and productivity standards
• Oversee data acquisition and integration, partnering with Digital and Analytics, to develop strategies for acquiring data, ensuring accurate / efficient data ingestion, cleansing, and transformation
• Facilitate the vendor selection and the vendor RFP process
• Champion and sustain a robust continuous improvement infrastructure allowing near real-time program improvements so learnings are shared across the PPS team
• Execute optimal program design standards, providing the efficiency necessary to scale patient services across the Pfizer’s portfolio
• Consult and provide recommendations on effective organizational and operating models for a complex, ever-changing matrix environment within patient services
• Identify and mitigate risks, while adhering to established business practice documents and implementing new processes, tools, and capabilities for process improvement
• Ensure team proactively provides awareness, and understanding, of program compliance standards and operational best-practices

Qualifications

• Required: 8+ years’ experience in Biopharma Patient Services Strategy / Operations / Program Management, Strategy / Management Consulting, or related area
• Required: Demonstrated success in a highly fast-paced setting
• Required: Significant depth in patient services vendor management, including patient services service level agreements (SLA)
• Required: Strong project management and organizational skills, with cross-functional teams of diverse colleagues
• Required: Exceptional written and verbal communication skills, and prior experience in presenting to senior leaders
• Required: Ability to receive and implement direction from senior colleagues to achieve meaningful outcomes and create business impact
• Required: Commitment to receiving development and coaching from leadership
• Preferred: Advanced degree (MBA, MPH, etc.)

Education

• Bachelor’s degree required; advanced degree (MBA, MPH, etc.) preferred

Additional Requirements

• Travel based on business needs
• Hybrid work arrangement; onsite 2 to 3 days per week