Associate Director, Affordability COE PB – Call Center in Patient Support Services

Associate Director, Affordability COE PB – Call Center

Location: Cambridge, MA;
Morristown, NJ

At Sanofi, we are dedicated to transforming patient health through chasing the miracle of science. As a prominent pharmaceutical manufacturer, our commitment extends beyond drug development, ensuring that patients can access and afford our therapies.
The Sanofi Patient Support Services (PSS) team is focused on supporting patients wishing to access Sanofi therapies. This is achieved by offering programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to the program offerings, the PSS organization is also home to field teams that provide education and support to patients and customers.

As the Associate Director of Affordability – Call Center, you will be responsible for our call center(s) for existing and upcoming launch assets in Immunology. This role ensures that the affordability offerings are effectively implemented and evolve in response to market dynamics, supporting patient access to therapies. This role will oversee the management of affordability education to both patients and call center agents, copay call center vendor relationships and work closely with internal and external stakeholders to optimize affordability initiatives.

This role owns the call center affordability support model for existing and upcoming Immunology assets and is responsible for ensuring these services are scalable, compliant, and aligned with evolving market dynamics.
This position serves as the primary operational and strategic lead for affordability-related call center activities, including vendor oversight, performance management, education and training, and continuous improvement. The role partners closely with cross‑functional stakeholders to strengthen patient access, improve the experience for patients and pharmacies, and support successful product launches.
This is an ideal opportunity for a seasoned Senior Manager or emerging Associate Director ready to step into broader ownership, influence, and visibility within a COE model.

• Build and operationalize best-in‑class financial assistance programs call support for patients and pharmacies.
• Assess service levels and capabilities needed for current call center services.
• Monitor daily analytics, dashboards, platform queues, escalations, etc.
• Ensure compliance with pharmacovigilance monitoring and reporting requirements.
• Ensure compliance with Sanofi Genzyme policies.
• Recommend capabilities to scale personalized services.
• Identify opportunities to streamline processes, leverage technology and champion continuous improvement.
• Develop and maintain knowledge management tools, Work Instructions, SOPs, Call Guide, FAQ and workflows.
• Ensure approved resources are available to support patient needs.
• Provide direction and guidance to vendor(s) on call center structure and day‑to‑day program operations.
• Analyze program specific performance data, establish & implement plans to achieve strategic goals and KPIs.
• Present to internal teams on the performance of the program.
• Operate as the subject matter expert for the patient call center support.
• Work collaboratively across the PSS team and cross‑functional partners to maintain alignment of Patient Services objectives.
• Understand the impact of industry policy changes or service offerings that impact our financial support programs.
• Maintain training requirements of vendor teams in remit, with the quality department.
• Be an active leader on the Patient Services leadership team as we build our best‑in‑class patient experience model.
• Be a leader for change. Affordability Call Center Ownership
  • Build, operationalize, and evolve best‑in‑class affordability call center support for patients and pharmacies across Immunology assets.
  • Assess current and future service level needs to support existing programs and new launches.
  • Serve as the subject matter expert for affordability‑related call center operations within PSS.
• Vendor & Performance Management
  • Provide direction and oversight to affordability call center vendor(s), including operational structure,…