The Director, Patient Services Operations will build a best-in-class PS Operations Team supporting the successful commercial launch of DT120, working closely with Marketing, Legal, and cross-functional commercial teams to align with corporate goals. This role will be responsible for the execution of Definium's patient support strategy across patient onboarding, treatment preparation, REMS, and ongoing support, while ensuring all initiatives meet stringent regulatory standards (e.g., FDA). This is a rare opportunity to define the operational strategy, build the team, create the culture, and shape the infrastructure for Definium's Patient Services.
**This position must reside in Raleigh/Durham NC area.
Responsibilities:- Create operational strategy for Definium Patient Services supporting a successful DT120 commercial launch
- Manage Operational Teams including Case Managers and Leaders (i.e., Supervisors)
- Support development and implementation of potential REMS For DT120 via partnership with internal and external partners
- Support creation of Operational infrastructure to support overall patient journey from initial engagement through post-treatment needs
- Develop hiring strategy for Case Management Team include role design, required skills, needed experience, and desired mindset
- Drive hiring and onboarding process for Operation Team Members
- Develop, implement, and continuously improve Patient Services SOPs, operational policies, quality standards, and escalation pathways
- Support creation of needed training and engagement materials (e.g., Talking Points)
- Drive team culture via purposeful strategy keeping patients, teamwork, and compliance as primary focuses
- Create data driven environment through actionable and impactful KPI's, SLAs, dashboards, quality metrics, and operational performance indicators to drive continuous improvement
- Establish quality monitoring programs, coaching processes, and continuous improvement initiatives to ensure exceptional patient experiences.
- Translate strategy into Patient Services operational requirements
- Work closely with strategy teams to create successful, innovative, and scalable strategies
- Work closely with internal teams on CRM development, phone system, reporting, automation, digital capabilities supporting Patient Services and other needed infrastructure
- Ensure compliance with REMS, AE reporting, and other PS related guidelines
- Develop operational contingency plans supporting business continuity and launch readiness
- Work across PS teams to support overall patient and customer journey
- Drive overall department culture as member of Patient Services Leadership Team
- Partner with Medical Affairs, Marketing, Sales, Market Access partners, and cross-functional commercial teams to align engagement strategies with broader business objectives
- Translate market insights into actionable strategies that strengthen engagement, differentiation, and launch readiness
Qualifications - Bachelor's degree in Life Sciences, Marketing, Business, Communications, or related discipline; advanced degree preferred
- Minimum 10 years industry related experience required
- Minimum 5 years Patient Services Operations Leadership experience required
- Significant understanding of PS compliance and legal guidelines required
- Significant Experience with REMS strategies, compliance, and support offerings required
- Experience with Patient Services CRM & Phone systems preferred
- Skilled in cross-functional collaboration; intellectually curious, solutions-oriented, and effective at communicating and socializing strategic recommendations
- Launch experience in the U.S. pharmaceutical market required
- Experience in CNS / psychiatry, specialty pharmaceutical, or complex treatment categories preferred
- Ability to synthesize complex clinical, market, and customer data into actionable strategies
- Strong presentation skills and ability to influence senior, cross-functional, and agency stakeholders
- Ability to travel as required; average 10-20%, with higher travel during key launch periods
The starting base pay range for this position is $180,000-$235,000, with compensation determined based on several factors including skill set, years of experience, and geographic location.
Employees in this role may be entitled to additional compensation, including bonus and equity. Benefits information is listed on our Jobs Page. The Company provides competitive benefits to employees including:
- 100% paid health benefits including Medical, Dental and Vision for you and your dependents
- 401(k) program with company match and vesting after the turn of the first month after your start date
- Flexible time off
- Generous parental leave and some fun fringe perks!
