Lead, Patient Support Program Operations

Location:  This position may be performed remotely, but requires the flexibility and willingness to travel as needed.

The Opportunity

Praxis is preparing for its first commercial launch. The Lead, PSP Operations will partner closely with the Head of Patient Services to operationalize the Relutrigine PSP and stand up the internal HUB ahead of approval. 

This is a builder-operator role. You will translate strategy into execution, standing up workflows, pressure-testing processes, and ensuring systems, teams, and partners are ready for launch. You will serve as the operational integrator across HUB, field teams, and partners to ensure every patient touchpoint is seamless, compliant, and reliable. 

You will own day-to-day HUB execution, including case management operations, workflow integrity, and performance management. This includes building and refining intake pathways, SOPs, training, and quality controls that enable consistent, high-quality execution. 

A critical part of this role is applying strong technology judgment, leveraging CRM platforms, and tools to improve efficiency, data quality, and patient experience in practical, compliant ways to enable an exceptional HUB experience. You are curious and proactive, comfortable testing new approaches while maintaining a high bar for patient safety and compliance and know when to pilot versus scale proven solutions. 

Primary Responsibilities

• Operationalize the HUB: Stand-up core PSP operations including intake pathways, SOPs, training materials, call guides, FAQs, and quality controls  
• Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions  
• Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams and vendor partners  
• Ensure systems support operations: Ongoing engagement with technology partners to ensure tools are configured and function to support workflows; identify and resolve gaps quickly  
• Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable  
• Lead day-to-day operations: Lead onboarding, training, and ongoing performance management to drive consistent, high-quality execution 
• Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk  
• Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance  
• Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch readiness 

Qualifications and Key Success Factors

• 7+ years of progressive experience in patient services, PSP operations, or HUB leadership, or within complex health system–based care coordination models, supporting patients and HCPs within the rare disease environment 
• Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings  
• Direct experience standing up HUB operations, including workflow execution, SOP/BRD development, training, and performance management  
• Strong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performance  
• Demonstrated success managing vendor performance and enforcing SLA-driven accountability  
• Strong technical acumen with CRM systems, case management platforms, and patient-facing tools  
• Experience applying automation and/or AI-enabled solutions to improve operations, with sound judgment on where and how to use them appropriately  
• Data-driven operator who uses metrics to identify issues, drive decisions, and close gaps quickly  
• Clear, candid communicator who builds alignment, challenges constructively, and takes full ownership of outcomes  
• This role is best suited for someone who has built or rebuilt PSP operations under real launch timelines, not someone who has only maintained or optimized an existing program 
• The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement. You'll need comfort with screen work, basic hand coordination, and focus. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions 

Compensation & Benefits

At Praxis, we believe that taking care of our people (and their people) is important, so we provide a world class benefits package to help you thrive.  This includes 99% of the premium paid for medical, dental and vision plans.  We also provide company-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage. Thinking about the future?  We match dollar-for-dollar up to 6% on eligible 401(k) contributions and sweeten the deal with long-term stock incentives and ESPP.  We provide a discretionary quarterly bonus, an extremely flexible wellness benefit, generous PTO, paid holidays and company-wide shutdowns.  Not to mention, you'll also be joining a phenomenal crew of colleagues who are smart, engaged and inspiring.  We aim high, collaborate hard, and produce results.  Let’s achieve the impossible together! 

To round out our world-class total rewards package, we provide annualized base salary compensation in the range listed below.  This range reflects the base salary the Company reasonably expects to pay for the position at the time of posting. Placement within the range will be based on job-related factors, including experience, qualifications, scope of responsibilities, and demonstrated track record of delivering results in similar roles.