Senior Director, Kidney and Patient Support Technology

Job Description

The Sr. Director, Commercial Technology Business Engagement Leader – Kidney & Patient Services is responsible for executing and operationalizing commercial technology capabilities in direct support of the North America Kidney Business Unit and the Patient Services Program.

Reporting the Executive Director, US Commercial Technology, this role acts as the day‑to‑day technology leader embedded with Kidney commercial and patient services leadership, accountable for translating business priorities into deliverable roadmaps, funded initiatives, and reliable operations. The Sr. Director ensures that technology solutions—spanning CRM, digital engagement, data, analytics, and AI‑enabled workflows—are implemented effectively, adopted by the business, and operated reliably within a regulated environment.

• Serve as the primary technology partner for Kidney Business Unit and Patient Services leaders and sitting member of their leadership teams, owning the translation of business priorities into executable technology and AI plans.
• Maintain deep understanding of Kidney go‑to‑market models, patient access and support workflows, and operational requirements.
• Support business planning cycles by shaping realistic delivery plans, sequencing, and dependency management for technology initiatives.

• Own the Kidney and Patient Services technology roadmaps, ensuring alignment to launch readiness, in‑market optimization, and evolving patient support needs.
• Lead delivery across programs, enhancements, and releases, ensuring quality, timeliness, and compliance.
• Manage intake, prioritization, and backlog execution in partnership with Product, Platform, and Data teams.

• Accountable for the run‑state performance of Kidney and Patient Services systems, including incident, change, release, and service management.
• Establish fit‑for‑purpose governance for demand management, release planning, and risk escalation within scope.
• Ensure solutions adhere to DTE system lifecycle, validation, and change management standards.

• Partner with Data, Analytics, and AI platform teams to implement and scale approved AI and analytics use cases relevant to Kidney and Patient Services.
• Drive business adoption through workflow integration, training, and change management.
• Ensure AI solutions are deployed in accordance with privacy, security, and promotional compliance guardrails.

• Coordinate execution across DTE teams including Core Technology, Data & Software Engineering, and Information Security
  .
• Manage day‑to‑day relationships with vendors and managed service partners supporting Kidney and Patient Services solutions.
• Track vendor performance, delivery outcomes, and operational SLAs within assigned scope.

• Lead a delivery‑oriented team of onshore/offshore technical resources.
• Manage allocated operating and project budgets for Kidney and Patient Services initiatives.
• Develop team capability in Agile delivery, stakeholder management, and regulated commercial operations.

• Strong experience supporting US commercial and/or patient services functions within biopharma or life sciences during launch phase.
• Hands‑on experience delivering and operating commercial platforms such as Salesforce CRM, Veeva, digital engagement, and patient services technologies.
• Working knowledge of data platforms and AI/analytics enablement
  , with a focus on implementation and adoption rather than strategy definition.
• Demonstrated ability to lead complex delivery portfolios in a matrixed, regulated environment.
• Experience managing offshore or managed service delivery models
  .

• Bachelor’s degree required (technology‑related discipline preferred).
• 12–15+ years of progressive technology experience, including senior delivery or domain leadership roles
  .
• 5+ years supporting US Commercial and/or Patient Services technology domains
  .
• US commercial launch or major indication…