Director, Digital Platforms & Patient Services Operations

Location: Northern

## Director, Digital Platforms & Patient Services Operations Apply locations:
Cambridge (US) time type:
Full time posted on:
Posted Todayjob requisition :
R-22193
*
* Title:

** Director, Digital Platforms & Patient Services Operations
** Company:
** Ipsen Biopharmaceuticals Inc.
** About Ipsen:
** Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas:
Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation. Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries.

We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!

For more information, visit us at
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* Job Description:

** The Director, Customer Technology Enablement & Operations is the primary technology owner for the platforms and systems that power both the omnichannel marketing ecosystem and the end-to-end patient support experience. This is a senior leadership role accountable for operational excellence and enablement across two critical technology domains.

This individual acts as the technology and operations lead for the Mar Tech stack (Salesforce Marketing Cloud, Google Analytics, Brand CMS), the Patient Services CRM (Salesforce Life Sciences Cloud / Health Cloud), and the integrated data flows that connect them. They own the operational health, governance, vendor delivery, and day-to-day performance of these platforms — ensuring that both the omnichannel team and the patient services team have reliable, compliant, and high-performing tools to work from.

This role partners with the Patient Services team (who own case management and patient engagement), ensuring those teams have the platform capabilities, data integrity, and compliance infrastructure they need to operate . This role also works closely with the Omnichannel Capability Lead: as new engagement capabilities are designed and built, this role enables and operationalizes them — standing them up in production and running them reliably at scale.
** WHAT - Main Responsibilities
**** Mar Tech & Marketing Operations
*** Own the operation of Salesforce Marketing Cloud (SFMC) — configuration, access governance, release management, and campaign execution operations, delivered through the operations partner.
* Own the Google Analytics (GA4) implementation and tag management operations — implementing and quality-assuring tagging to the taxonomy standards set by the Omnichannel Capability Lead, ensuring all digital touchpoints are accurately instrumented and data is trustworthy.
* Manage and maintain the Brand CMS platforms, owning SLA uptime commitments, performance standards, and technical escalations.
* Receive capability and platform requirements from the Omnichannel Capability Lead and translate them into reliable production operations.
* Own the Preference Center platform operations — ensuring global consent, opt-in/opt-out synchronization, and privacy rules are enforced across all channels in real time.
* Enforce One Trust cookie consent and privacy mandates across all web properties and outbound channel configurations.
* Monitor data flows between websites, SFMC, and downstream data systems to maintain a reliable 360° view of HCP and patient interactions.
** Patient Services Technology & Operations
*** Serve as the senior technology owner for the Patient Services CRM — specifically Salesforce Life Sciences Cloud (or Health Cloud) — managing the configuration, workflows, fields, page layouts, and roadmap for the platform.
* Ensure CRM and telephony integrations are stable, performant, and available to the Hub/Case Management team every day —…