Associate Director of Respiratory Provider

Job title: Associate Director of Respiratory Provider Experience

Location: Cambridge, MA

The Associate Director of US Respiratory Provider Experience is a customer champion, responsible for translating end to end provider journey insights into solutions that will reduce friction, improve biologic journey effectiveness and drive sustained adoption.

This role leads the co-creation of solutions with customers, internal contributors and alliance partners, and orchestrates their implementation across functions. The account-level framework, practice clustering, and leakage point diagnostics serve as core tools within this broader experience design mandate, enabling precise prioritization of where and how to intervene across the biologic journey.

The role works closely with sales teams, marketing, market access, PSS, digital, GTMC, and our alliance partners to ensure that the right solutions reach the right practices at the right time and that learnings are continuously feeding improved approaches.

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, youll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

Were an R&D-driven, AI-powered biopharma company committed to improving peoples lives and delivering compelling growth. Our deep understanding of the immune system and innovative pipeline enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve peoples lives.

• Provider Journey Mapping and Experience Design

  Own and continuously maintain the end-to-end provider journey map across the Dupixent Respiratory biologic journey for both COPD and Asthma.

  Identify and prioritize moments that matter for HCPs and office staff at each stage of the journey, using data, field immersion, and behavioral analysis to surface unmet needs, friction points, and critical decision moments.

  Conduct root-cause analysis of provider challenges by practice type/practice cluster to inform targeted intervention design.

  Develop and maintain a single view of the ideal provider experience by stakeholder type and practice profile, serving as the north star for engagement design across functions.

  Apply customer experience design best practices and human-centered design principles to ensure that solutions are grounded in real-world practice needs and office workflows.

  Partner with Marketing, Digital, and GTMC to ensure that provider touchpoints across channels field, digital, rep-triggered, and non-personal are coherent, sequenced, and aligned to the journey map and prioritized moments that matter.

• HCO/Practice-Level Clustering and Prioritization

  Lead the ongoing refinement of the practice clustering framework, segmenting accounts by addressable leakage points, biologic journey effectiveness, and quantified opportunity as a tool to focus experience design and resource allocation.

  Maintain a dynamic account prioritization model integrating biologic journey metrics, leakage point diagnoses, field insights, and innovative data signals to guide targeting and intervention decisions.

  Partner with Data & Analytics and GTMC to embed account prioritization logic into targeting frameworks.

• Co-Creation and Solution Design

  Facilitate co-creation sessions with external stakeholders (which might include MDs, APPs, office staff, and practice administrators) by cluster and pain point, ensuring that solutions are designed with the customer.

  Translate journey mapping insights and leakage point diagnoses into cluster-specific intervention menus, mapping evidence-based solutions to each friction type and practice profile, in partnership with internal teams that have ownership of some of these solutions.

  Develop practice-level materials and engagement resources tailored to account clusters and specific barrier profiles.

  Identify and systematize replicable best practices from top-performing practices for dissemination across peer accounts.

• Cross-Functional Orchestration and Agile Pod Leadership

  Serve as the operational orchestrator of the Agile Pod model coordinating lean, sprint-based cross-functional teams.

  Design and manage sprint cycles focused on specific journey moments, leakage points, or account clusters, ensuring rapid iteration, clear accountability, and measurable outputs.

  Ensure that insights and solutions…