Associate Director, Field Strategy and Operations

The Associate Director, Field Strategy & Operations serves as the operational lead responsible for connecting business strategy to field execution across Commercial, Patient services and medical field teams. This role partners closely with field leadership and cross-functional stakeholders to ensure the infrastructure, systems, processes, analytics, and operational frameworks are in place to enable effective execution and high-quality customer experiences.

The Associate Director acts as the primary bridge between strategy and execution, translating organizational priorities into scalable field capabilities, streamlined operations, actionable insights, and continuous process improvement. This role drives field effectiveness through CRM and technology optimization, operational planning, resource management, vendor oversight, reporting, field enablement, and governance.

• Partner with Field Leadership, Patient Support, Commercial, Medical, Market Access, and other stakeholders to align field operations with organizational priorities.
• Translate enterprise and functional strategies into field execution plans, operational processes, tools, and resources.
• Develop and maintain frameworks, playbooks, SOPs, and operating models that drive consistent execution across field teams.
• Facilitate field goal and Call to Action (CTA) planning processes and maintain key operational deliverables supporting annual business objectives.
• Collaborate with FRMs, PALs, specialty pharmacies, hub vendors, and reimbursement partners to optimize service delivery.
• Lead operational readiness planning for product launches, label expansions, payer policy changes, and program enhancements.
• Support territory design, field deployment strategies, workload assessments, capacity planning, and resource optimization.

• Serve as the business lead for field-facing platforms, including Veeva CRM, Courier Health, and other operational technologies.
• Partner with IT, Analytics, and vendors to ensure systems effectively support field workflows and data capture needs.
• Identify opportunities for automation, process simplification, AI-enabled capabilities, and technology enhancements.
• Drive adoption, training, change management, and ongoing optimization of systems and operational processes.
• Ensure data quality, reporting integrity, and alignment across operational platforms.

• Partner with Analytics and Insights teams to develop reporting tools and executive dashboards.
• Deliver actionable, data-driven recommendations to leadership regarding resource allocation, operational effectiveness, and program optimization.
• Support ongoing business reviews with field leadership, vendors, specialty pharmacies, and cross-functional partners.

• Coordinate operational activities across specialty pharmacies, hub vendors, reimbursement partners, and internal stakeholders.
• Collaborate closely with Commercial, Market Access, Medical Affairs, Training, IT, Legal/Compliance, Finance, Marketing, and Patient Services teams.
• Partner with Learning & Development to support onboarding, training logistics, and field resource management.
• Serve as a cross-functional liaison to ensure alignment of patient support initiatives with enterprise priorities.

• Ensure patient support operations comply with company policies and applicable healthcare regulations.
• Partner with Legal and Compliance to support governance processes, documentation standards, and audit readiness.
• Maintain operational manuals, SOPs, reporting standards, and process documentation.
• Monitor operational controls and data quality standards to ensure accurate and compliant reporting.

• Develop and execute communication processes that streamline information flow between headquarters, field teams, vendors, and stakeholders.
• Support roster management, territory alignment, organizational updates, and operational resource planning.
• Lead continuous improvement initiatives focused on increasing efficiency, reducing barriers, and improving the patient and provider experience.
• Foster a culture of accountability, collaboration, innovation, and customer focus.

• Bachelor's degree in business, Healthcare Administration, Life Sciences, or related fields.
• 7+ years of experience in Patient Support Services, Reimbursement Operations, Market Access, Commercial Operations, Field…