Senior Manager, Patient Support Services Innovations
Regeneron
5 hours ago
Remote friendly (United States)
United States
Patient Advocacy
Responsibilities:
- Manage process improvements for the internal PSS CRM and digitalization efforts across programs; support Business Product Owner (BPO) initiatives.
- Own end-to-end business requirements documentation for CRM/digital enhancements (business rules, workflow mapping, wireframes, acceptance criteria, prioritization).
- Maintain/prioritize the digital and CRM enhancement roadmap (e.g., MoSCoW, RICE).
- Collaborate with Commercial IT and PSS program leads on functional/technical documentation, delivery, workflow mapping, continuous improvement, and impact analysis.
- Liaise with PSS Ops to analyze/refine process flows to optimize patient services operations.
- Support building/maintaining the Internal PSS CRM platform and Portfolio Roadmaps; track project effort, build time, and costs.
- Communicate budget impacts; translate technical concepts into clear business value communications.
- Create CRM management processes (issue/enhancement logging, prioritization, tracking, closeout) and support CRM training updates.
- Collaborate with vendors/field teams to ensure solutions meet requirements and mitigate downstream impacts.
- Support innovation ideation/innovation workshops and process redesign.
Qualifications / Required:
- Bachelor’s degree; 10+ years pharma/biotech (or related) and 5+ years working with IT/development teams to develop Patient Support Programs.
- SDLC knowledge; ServiceNow, JIRA, Confluence.
Skills / Preferred:
- Digital product lifecycle/product management frameworks; CRM optimization methods.
- UX/human-centered design; data visualization tools.
- Project management (1–3 years pharma industry), strong analytical, communication, influencing, problem-solving, and change agility.
Other:
- Travel up to 25%.
Benefits (US, may include): medical/dental/vision/life/disability, fitness centers, 401(k) match, equity awards, annual bonuses, paid time off/paid leaves.
Application:
- “Apply now”.
- Manage process improvements for the internal PSS CRM and digitalization efforts across programs; support Business Product Owner (BPO) initiatives.
- Own end-to-end business requirements documentation for CRM/digital enhancements (business rules, workflow mapping, wireframes, acceptance criteria, prioritization).
- Maintain/prioritize the digital and CRM enhancement roadmap (e.g., MoSCoW, RICE).
- Collaborate with Commercial IT and PSS program leads on functional/technical documentation, delivery, workflow mapping, continuous improvement, and impact analysis.
- Liaise with PSS Ops to analyze/refine process flows to optimize patient services operations.
- Support building/maintaining the Internal PSS CRM platform and Portfolio Roadmaps; track project effort, build time, and costs.
- Communicate budget impacts; translate technical concepts into clear business value communications.
- Create CRM management processes (issue/enhancement logging, prioritization, tracking, closeout) and support CRM training updates.
- Collaborate with vendors/field teams to ensure solutions meet requirements and mitigate downstream impacts.
- Support innovation ideation/innovation workshops and process redesign.
Qualifications / Required:
- Bachelor’s degree; 10+ years pharma/biotech (or related) and 5+ years working with IT/development teams to develop Patient Support Programs.
- SDLC knowledge; ServiceNow, JIRA, Confluence.
Skills / Preferred:
- Digital product lifecycle/product management frameworks; CRM optimization methods.
- UX/human-centered design; data visualization tools.
- Project management (1–3 years pharma industry), strong analytical, communication, influencing, problem-solving, and change agility.
Other:
- Travel up to 25%.
Benefits (US, may include): medical/dental/vision/life/disability, fitness centers, 401(k) match, equity awards, annual bonuses, paid time off/paid leaves.
Application:
- “Apply now”.