Senior Director, Program Management - Patient Services

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease. A Japan-based company, our goal is to make people smile by delivering breakthroughs where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, Massachusetts, and Ontario.Summary of JobThe Senior Director, Program Management – Patient Services is the head of the Program Management team within the North American Patient Services organization and is responsible for the strategic direction and oversight of Kyowa Kirin North America's Patient Services model. In this pivotal role, the Senior Director is responsible for delivering strategic insights and providing exceptional leadership of internal operations and external vendor partners. This role leads the operations team and contracted external partners in providing helpful resources and information to patients and caregivers.The Senior Director, Program Management – Patient Services is responsible for delivering Patient Support Programs across multiple business units, disease states, and patient populations to support patient access, successful therapy initiation, and the delivery of relevant and timely information that empowers patients with the resources they need to make informed treatment decisions. This individual leads a dedicated team responsible for Operational Excellence, Patient Services Quality, Insights & Analytics, and Specialty Pharmacy, driving the overall strategy, development, and tactical execution for these functions.The Senior Director partners with internal and external patient support teams, vendors, and cross-functional stakeholders, including Case Management, Patient Access Liaisons, Market Access, Channel Management, Marketing, Sales, Legal, Compliance, Finance, and IT. The successful candidate is responsible for patient data management, systems, and patient services technology platforms and works collaboratively across Kyowa Kirin to develop, implement, and maintain patient service offerings and programs that empower patients and customers throughout their treatment journey. The ideal candidate possesses strong leadership skills, deep knowledge of patient support programs, and a passion for improving patients' lives.Essential FunctionsDevelop and implement strategic initiatives to enhance Patient Services, aligning with the Company's mission and values.Lead the overall strategy, development, and maintenance of the Patient Services model and operations across all business units, with a focus on Operational Excellence, Patient Services Quality, Insights & Analytics, Specialty Pharmacy, and Marketing.Lead, mentor, and develop a diverse team of Patient Services professionals while fostering a collaborative and supportive work environment.Oversee all Patient Services vendors, including HUB services, copay programs, financial assistance programs, outsourced field services, and other external partners, ensuring effective communication and strong stakeholder alignment.Create, develop, and implement Patient Services, reimbursement, and access programs that support the unique needs of products and patients.Ensure patient data is collected, maintained, managed, and utilized in an ethical and compliant manner in collaboration with Commercial Operations, Legal, and Compliance, while overseeing patient services technology platforms and related systems.Develop and maintain business rules, SOPs, policies, and other program documentation to ensure compliance with legal, regulatory, and industry requirements while maintaining patient confidentiality.Establish key performance indicators (KPIs), utilize data, insights, and feedback from patients, customers, and the Kyowa Kirin team, and continuously evaluate and improve support services and program performance.Partner closely with business unit leaders and drive cross-functional collaboration across internal stakeholders and external organizations to ensure alignment with overall business strategy.Develop and manage the Patient Services budget, allocating resources effectively to achieve program objectives.EducationBachelor's degree in Healthcare, Life Sciences, or a related field required.Advanced degree preferred.ExperienceMinimum of 10 years of progressive experience in Patient Services and/or Patient Access, with at least 5 years in a leadership role within the biotechnology or pharmaceutical industry required.Experience supporting specialty products and Rare Disease required.Expert knowledge of Patient Support Programs and Field Access solutions, including Patient Access Liaisons, nursing support, patient support program strategy, operational processes, technology, data, and reimbursement processes.Extensive leadership experience, including building organizational structures, developing high-performing teams, recruiting and retaining top talent, managing vendors, influencing stakeholders, and effectively resolving conflict.Detailed understanding of the Patient Services regulatory and compliance landscape, including audit readiness, investigative processes, and the ethical management of patient support programs.Strong understanding of the payer landscape across retail, specialty, and buy-and-bill products.Proven ability to identify, develop, implement, and execute operational improvements and process efficiencies, supported by excellent tactical and operational execution skills.Experience with data analysis and evaluation required.Product launch experience preferred.Technical SkillsProficient in Microsoft Office Suite.Experience with CRM platform design, implementation, and development required; Salesforce experience preferred.Experience with channel data aggregation required..Non-Technical SkillsDemonstrated ability to organize, prioritize, meet deadlines, make sound decisions, and adapt quickly to changing priorities.Strong interpersonal, verbal, and written communication skills.Strong work ethic with exceptional attention to detail and follow-through.Ability to thrive in a dynamic, fast-paced, high-growth environment while managing ambiguity.Passion for continuous learning and professional development.Cultural sensitivity and the ability to build consensus within a multinational organization.Strong collaboration skills with internal and external stakeholders to execute patient services strategies and support brand objectives.Excellent organizational skills with the ability to manage multiple priorities while remaining flexible.In-depth knowledge of specialty channel patient-level data.Proven ability to drive operational excellence and achieve key performance objectives.Strong business acumen.TravelRequires up to 15% domestic and international travelThe anticipated salary for this position will be $256,000 – $310,000. The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs.The listed salary is just one component of the overall compensation package. At Kyowa Kirin North America we provide a comprehensive range of benefits including:401K with company matchAnnual Bonus Program (Sales Bonus for Sales Jobs)Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer DaysHealthcare Benefits (Medical, Dental, Prescription Drugs and Vision)HSA & FSA ProgramsWell-Being and Work/Life ProgramsLife & Disability InsuranceConcierge ServicesLong Term Incentive Program (subject to job level and performance)Pet InsuranceTuition AssistanceEmployee Referral AwardsThe compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactionsIt is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 510 Carnegie Center Dr. Princeton, NJ 08540 USA and can be contacted by emailing View email address on click.appcast.io. Controller’s data protection officer can be contacted at View email address on click.appcast.io. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. 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If you have any questions about our use of your data, you may contact us by email at View email address on click.appcast.io & Staffing AgenciesKyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes.#LI-PE1#LI-Hybrid