Director - Patient Digital Experience & Innovation

Role Description

The Director, Specialty Pharmacy Patient Digital Experience & Innovation leads Accredo’s digital product strategy and delivery across all patient-facing channels, including the website, mobile app, chat, SMS, IVR, and conversational AI. This role ensures experiences are cohesive, simple, measurable, compliant, and valuable to the enterprise.

• Manages and develops a high-performing team while serving as initiative owner and strategic stakeholder.
• Drives enterprise priorities through strong collaboration, governance, stakeholder alignment, and executive-ready communication.
• Drives cross-functional initiatives to modernize end-to-end patient journeys.
• Aligns stakeholders on problems and solutions and effectively partners with Operations, Account Teams, and Pharmacy Practice.
• Accountable for KPI instrumentation, using insights to guide prioritization, ROI storytelling, and portfolio investment decisions.
• Partners closely with Technology and Finance to lead digital portfolio planning and annual budget inputs.

Responsibilities

• Builds, manages, and develops a high-performing team, setting clear priorities, coaching performance, and fostering a culture of accountability, collaboration, and continuous improvement.
• Leads Accredo’s patient digital strategy and delivery across web/app and supporting digital touchpoints, ensuring solutions are measurable, compliant, and operationally valuable.
• Owns portfolio planning for Accredo Digital Technology investment and annual budget inputs, partnering with Technology/Finance to shape funding recommendations across the digital + enterprise roadmaps.
• Develops and socializes Lean Business Case inputs to support enterprise planning cycles and prioritization decisions for digital solution delivery.
• Leads stakeholder alignment to champion patient-facing experience changes that are simple and aligned.
• Drives cross-functional enterprise portfolio initiatives end-to-end to deliver strategic priorities and outcomes across patient experience, operational efficiency, and technology modernization.
• Provides executive-ready communication and materials for leadership readouts (e.g., portfolio slides, roadmap updates, and QBR-ready narratives).
• Models strong innovation leadership behaviors by promoting early adoption and rethinking current-state to enable net-new patient and pharmacy value.
• Guides risk/issue awareness tied to digital experience and specialty pharmacy continuity, collaborating with technical partners when incidents impact digital channels and the patient experience.

Qualifications

• Bachelor’s degree in related field or equivalent work experience; Master’s degree preferred.
• 8+ years of relevant work experience in product management, marketing, product development, sales, and/or significant cross-functional project-based experience.
• People leadership experience.
• Excellent communication skills, including written, presentation, and documentation.
• Advanced problem-solving skills with ability to work cross-functionally to resolve issues and generate results among potentially conflicting constituencies.
• Ability to work towards specific deliverables within an environment of tight deadlines.
• Data analysis and reporting skills; basic financial analysis skills.
• Ability to handle complex analysis from issue identification to proposal of potential solutions.
• Knowledge of specialty pharmacy industry preferred.
• Strong knowledge and continued interest in the latest digital and web trends.
• Able to effectively use AI-assisted work.
• Willingness to share opinions and take risks.
• Proven ability to create business cases related to new products and functionality.
• Ability to develop and model hypotheses and conclusions while identifying assumptions.
• Demonstrated project management skills, with the ability to manage multiple complex projects simultaneously without compromising quality.
• Ability to travel.

Requirements

• If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

Equal Opportunity Statement

• Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
• Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.