Head of iCare US Product Line – Patient Support Services (PSS)

Role Summary

Head of iCare US Product Line – Patient Support Services (PSS) based in Cambridge, MA. Senior leadership role leading a team of product owners for the US PRM product line within the Digital Patient Experience Team. Acts as a mini-CEO for the iCare US Product Line, responsible for strategic product line management and planning, digital product line ownership and delivery, and organizational effectiveness, serving a digital platform with more than 500,000 patients monthly.

Responsibilities

• Strategic Product Line Management & Planning
  • Working closely with the US therapeutic areas General Managers, North America Patient Support Service leadership, and Digital product owners, the role is responsible for identifying customer needs, prioritizing features, guiding the work through the Program Kanban and developing the product line vision and roadmap.
  • The role requires close partnership with the Patient Experience Strategy & Operations team in articulation of cross product requirements/roadmaps, determining if a digital product should be done in-house or through a partnership (Build-Operate-Transfer model or business development framework), assessment of which partners to work with and product management of that partnership, and articulating value realization.
• Digital Product Line Ownership & Delivery
  • The role owns the identification, definition and deployment and support of priority features for a suite of Digital products from inception to launch, in line with the business unit’s strategic objectives.
  • The role rationalizes the digital product roadmap across Specialty Pharma Products to ensure that the digital products are designed in a way that they can be leveraged cross TA.
  • The role is responsible for translating the strategies for product enhancements with adequate detail for engineering development and acts as a mediator between internal stakeholders, consumers and the technology teams.
  • To deliver these digital products, the role directly manages product owners/scrum teams either internal and/or external resources.
  • This critical role will also work cross-functionally with all areas of the business, partnerships, and with senior stakeholders in commercial, research, technology, and marketing departments. (S)He is fully accountable for the realization of value to patients in the defined budget and resource envelops.
• Organizational Effectiveness
  • Staff management, mentoring, training in product owner capabilities – process design, story writing, product management
  • Support portfolio OKRs and Value measurement, tracking and reporting
  • Collaboration and support of organizational transformation and continuous improvement across the Patient experience organization as we scale and transition to a product-based organization
  • Support communications by developing and delivering monthly reports to demonstrate product portfolio performance, value, and business impact to key stakeholders
  • Prepare materials representing the Post RX Product Line for executive decision-making forums and meetings
  • Represent the team before the senior leadership of Sanofi
• People
  • Accountable to empower and develop people
  • Comprehensive team management, including goal setting, development plans, succession, and performance
  • Create an environment of empathetic risk-taking and fast learning
  • Mobilize digital-champion network to support digital transformation
  • Nominate the teams for and celebrate when teams are recognized with internal and external professional awards
• Partnerships
  • Accountable to derive innovation insights and opportunities by monitoring competitive landscape and establishing key partnerships
  • Bring together relevant market and disruptor listening functions to more frequently and more thoroughly feed insights into and shape strategy and execution adjustments
  • Leverage Global Business Units and enterprise partnerships to test and deploy solutions
• Responsible AI
  • Ensure appropriate management of AI-related risks throughout the system lifecycle by ensuring ongoing compliance to Sanofi’s Responsible AI internal standards & legal requirements
  • Ensure the execution of AI Governance tasks and compliance with controls throughout the AI system lifecycle, including:
    • Validation and post-deployment monitoring etc.
    • Meeting all applicable quality, regulatory (Data Privacy, GxP, SOX, Artificial Intelligence), and cybersecurity requirements
    • Maintaining adherence to these standards all AI products

Qualifications

• Minimum 15 years of experience in design, development and deployment of digital solutions required, preferably in the pharmaceutical or healthcare industry.
• Minimum 8 years of experience in lifecycle product management.
• Proven experience in AI governance and responsible AI implementation, including risk management and compliance frameworks.
• Technical knowledge of driving the development and adoption of AI / ML (Machine Learning) solutions is required.
• Must have experience in patient support service solutions.
• Proven experience with Salesforce Healthcloud is required; experience in Experience Cloud and Marketing Cloud products are preferred.
• Experience with Jira/confluence and agile product development methodologies required.
• Having knowledge of EHR and Health System integrations is preferred.
• Strategic thinker, exceptional communication, leadership, and influence skills are required.
• Advanced skills in Agile practices, product management, project management, compliance, and business acumen strongly preferred

Education

• Bachelor's degree required; MS in Computer Science, Information Systems, or MBA preferred.

Skills

• AI governance and responsible AI implementation, risk management and compliance frameworks
• Product management, agile practices, project management
• Stakeholder management and cross-functional collaboration
• Experience with Salesforce Healthcloud, Experience Cloud, Marketing Cloud
• Jira/Confluence and agile product development
• Understanding of EHR and Health System integrations
• Strategic thinking and strong communication and leadership abilities

Additional Requirements

• Up to 20% travel required, mostly domestic