Associate Director, Patient Experience, Respiratory

Associate Director, U.S. Patient Experience
- Respiratory

Our company is dedicated to delivering innovations that extend and improve the lives of patients worldwide. We are committed to ensuring that patients can access and benefit from our therapies through thoughtful, patient-centered solutions and strong cross-functional collaboration.

The Associate Director, U.S. Patient Experience
- Respiratory will play a critical role in shaping and delivering a best-in-class patient experience across the end-to-end journey—from prescription through access, onboarding, and long-term adherence. This individual will serve as a key member of the Patient Experience team, operating within a highly integrated ecosystem across hub services, specialty pharmacy, field access, and data/analytics.

This role is responsible for translating the patient strategy into clear specifications, SLAs and enhanced service requirements for Hub, SP and other delivery partners, managing the day to day brand-side interface with internal and external partners on program activation, performance and issue resolution and helping drive the orchestration and continuous optimization of the patient journey. The Associate Director will combine strategic thinking, cross-functional leadership, and strong executional discipline to deliver measurable patient and business impact.

Key Responsibilities

• End-to-End Patient Experience Strategy
• Journey Orchestration & Cross-Functional Integration
• Program Leadership & Execution

Education

• Bachelor's degree or equivalent (BA/BS) required

Requirements

• 5+ years of experience in pharmaceuticals or healthcare, with a background in patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areas
• Demonstrated experience supporting or optimizing end-to-end patient journeys and patient support models
• Strong strategic thinking and ability to translate insights and data into actionable business recommendations
• Proven ability to lead cross-functional initiatives and influence without direct authority in a matrixed environment
• Experience managing multiple priorities and delivering results in a fast-paced, complex environment
• Strong communication and storytelling skills, including ability to synthesize insights for senior stakeholders
• Demonstrated ability to leverage data analytics, customer insights, and operational learnings to inform decision-making
• High degree of integrity, attention to detail, and accountability

Preferred Skills

• Experience in respiratory, specialty therapeutics, or complex reimbursement/access environments
• Strong understanding of hub services, specialty pharmacy operations, and patient support ecosystems
• Experience with customer experience tools (e.g., journey mapping, CRM/case management systems, call analytics)
• Familiarity with business intelligence platforms (e.g., Tableau, Power BI)
• Experience managing vendors, agencies, and external partners, including contracts and performance management

Leadership Profile

• Demonstrate a strong patient-first mindset and passion for improving real-world outcomes
• Thrive in ambiguity and complexity, bringing structure and clarity to evolving initiatives
• Balance strategic thinking with executional excellence
• Exhibit strong collaboration and influence skills, building alignment across multiple stakeholders
• Embrace a growth mindset, continuously seeking opportunities to learn, innovate, and improve

Required Skills:

Adaptability, Agile Methodology, Brand Management, Collaboration, Decision Making, Digital Analytics, Leading by Influence, Market Access, Marketing, Marketing Budget Management, Market Research, Patient Access, Pharmaceutical Industry, Project Management, Strategic Thinking, Taking Ownership

Preferred

Skills:

The salary range for this role is $ - $

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at