Associate Director of Operations Management

Role Summary

The Associate Director of Operations Management for HUB Operations drives the vision, strategy, and execution of key Patient Services initiatives. This role serves as the HUB’s primary project lead for strategic initiatives, new product launches, finances, and cross functional operational improvements. It provides structure, planning, and execution support across Patient Services, ensuring that projects move from concept to delivery with clear timelines and strong coordination.

The role partners with HUB operations, brand teams, market access, IT, finance and vendors to maintain consistency, readiness, and quality across programs, and identifies opportunities for continuous improvement to optimize performance and improve the patient’s experience. It provides strategic direction to operations managers and champions innovative solutions, requiring a proactive approach and strong follow-through to drive progress in complex situations.

• Lead end-to-end planning, coordination, and delivery of Hub projects, including operational enhancements, new capabilities, workflow changes, and brand-driven initiatives.
• Develop project timelines, charters, requirements, and risk logs, ensuring all stakeholders understand roles, dependencies, and deadlines.
• Manage cross-functional project meetings, drive accountability, and escalate barriers early to maintain project momentum.
• Identify, design, and implement continuous improvement efforts that strengthen operational efficiency and support the patient experience.
• Oversee UAT planning, execution, and documentation for any Hub system or process change.
• Serve as the project lead for Patient Services HUB support of new product and indication launches.
• Lead launch readiness activities to ensure operational alignment across vendors, training, SOP updates, capacity planning, reporting, and case workflow logic.
• Prepare and deliver structured project updates, status reports, and risk summaries to leadership and cross-functional partners.
• Conduct post-launch and post-project evaluations to identify lessons learned and future improvement opportunities.
• Responsible for managing key aspects of the Patient Services budget by compiling annual and quarterly budgets, partnering closely with Finance, and overseeing the strategic allocation and management of funds.
• Support leadership in preparing updates for QBRs and senior leadership reviews.
• Establish repeatable project templates and workflows to improve speed, clarity, and consistency.
• Provide project management structure and guidance to internal Hub team members who support operational tasks.

• Bachelor’s degree required; advanced degree preferred.
• Deep understanding of HUB operations, case management platforms, patient access workflows, and affordability support models.
• A minimum of 8 years of progressive experience in strategic project management with a track record of leading complex initiatives within biotech, pharmaceutical, or healthcare organizations.
• Proven track record of supporting new product launches in patient services or access-focused environments.
• Demonstrated success in managing external vendors and ensuring adherence to timelines, deliverables, and quality standards.
• Financial acumen with experience managing budgets and strategic oversight of funding.

• Strong leadership, problem-solving, and cross-functional collaboration skills.
• Ability to manage complex projects and vendor relationships with accountability.
• Excellent communication, presentation, and negotiation skills with the ability to influence across senior levels.
• Balance multiple priorities, adapt quickly to shifting needs, and drive execution in high-pressure environments.
• Demonstrated expertise in the patient services journey, including prescription intake, benefit verification, prior authorization, appeals, fulfillment, and adherence support.
• Knowledge of pharmacy benefit vs. medical benefit processes, payer dynamics, and relationships with PBMs, specialty pharmacies, and insurers (including Medicare and Medicaid).
• Strong analytical skills to evaluate vendor reporting, monitor performance, and identify areas for improvement.
• Ability to mentor and guide new Vendor Managers and staff to strengthen operational capabilities.
• Exceptional organizational and communication skills with the ability to influence senior stakeholders.
• Proven ability to manage multiple priorities and drive change in dynamic, fast-paced environments.

• Bachelor’s degree required; advanced degree preferred.

• Travel Requirements:
  Approximately 15% domestic travel throughout the US, which may include weekend and overnight trips.