Summary of Job

The Senior Director, Program Management - Patient Services is the head of the Program Management team within the North American Patient Services organization and is responsible for the strategic direction and oversight of Kyowa Kirin North America's Patient Services model. In this pivotal role, the Senior Director is responsible for delivering strategic insights and providing exceptional leadership of internal operations and external vendor partners. This role leads the operations team and contracted external partners in providing helpful resources and information to patients and caregivers.

The Senior Director, Program Management - Patient Services is responsible for delivering Patient Support Programs across multiple business units, disease states, and patient populations to support patient access, successful therapy initiation, and the delivery of relevant and timely information that empowers patients with the resources they need to make informed treatment decisions. This individual leads a dedicated team responsible for Operational Excellence, Patient Services Quality, Insights & Analytics, and Specialty Pharmacy, driving the overall strategy, development, and tactical execution for these functions.

The Senior Director partners with internal and external patient support teams, vendors, and cross-functional stakeholders, including Case Management, Patient Access Liaisons, Market Access, Channel Management, Marketing, Sales, Legal, Compliance, Finance, and IT. The successful candidate is responsible for patient data management, systems, and patient services technology platforms and works collaboratively across Kyowa Kirin to develop, implement, and maintain patient service offerings and programs that empower patients and customers throughout their treatment journey. The ideal candidate possesses strong leadership skills, deep knowledge of patient support programs, and a passion for improving patients' lives.

Essential Functions

• Develop and implement strategic initiatives to enhance Patient Services, aligning with the Company's mission and values.
• Lead the overall strategy, development, and maintenance of the Patient Services model and operations across all business units, with a focus on Operational Excellence, Patient Services Quality, Insights & Analytics, Specialty Pharmacy, and Marketing.
• Lead, mentor, and develop a diverse team of Patient Services professionals while fostering a collaborative and supportive work environment.
• Oversee all Patient Services vendors, including HUB services, copay programs, financial assistance programs, outsourced field services, and other external partners, ensuring effective communication and strong stakeholder alignment.
• Create, develop, and implement Patient Services, reimbursement, and access programs that support the unique needs of products and patients.
• Ensure patient data is collected, maintained, managed, and utilized in an ethical and compliant manner in collaboration with Commercial Operations, Legal, and Compliance, while overseeing patient services technology platforms and related systems.
• Develop and maintain business rules, SOPs, policies, and other program documentation to ensure compliance with legal, regulatory, and industry requirements while maintaining patient confidentiality.
• Establish key performance indicators (KPIs), utilize data, insights, and feedback from patients, customers, and the Kyowa Kirin team, and continuously evaluate and improve support services and program performance.
• Partner closely with business unit leaders and drive cross-functional collaboration across internal stakeholders and external organizations to ensure alignment with overall business strategy.
• Develop and manage the Patient Services budget, allocating resources effectively to achieve program objectives.

Education

• Bachelor's degree in Healthcare, Life Sciences, or a related field required.
• Advanced degree preferred.

Experience

• Minimum of 10 years of progressive experience in Patient Services and/or Patient Access, with at least 5 years in a leadership role within the biotechnology or pharmaceutical industry required.
• Experience supporting specialty products and Rare Disease required.
• Expert knowledge of Patient Support Programs and Field Access solutions, including Patient Access Liaisons, nursing support, patient support program strategy, operational processes, technology, data, and reimbursement processes.
• Extensive leadership experience, including building organizational structures, developing high-performing teams, recruiting and retaining top talent, managing vendors, influencing stakeholders, and effectively resolving conflict.
• Detailed understanding of the Patient Services regulatory and compliance landscape, including audit readiness, investigative processes, and the ethical management of patient support programs.
• Strong understanding of the payer landscape across retail, specialty, and buy-and-bill products.
• Proven ability to identify, develop, implement, and execute operational improvements and process efficiencies, supported by excellent tactical and operational execution skills.
• Experience with data analysis and evaluation required.
• Product launch experience preferred.

Technical Skills

• Proficient in Microsoft Office Suite.
• Experience with CRM platform design, implementation, and development required; Salesforce experience preferred.
• Experience with channel data aggregation required..

Non-Technical Skills

• Demonstrated ability to organize, prioritize, meet deadlines, make sound decisions, and adapt quickly to changing priorities.
• Strong interpersonal, verbal, and written communication skills.
• Strong work ethic with exceptional attention to detail and follow-through.
• Ability to thrive in a dynamic, fast-paced, high-growth environment while managing ambiguity.
• Passion for continuous learning and professional development.
• Cultural sensitivity and the ability to build consensus within a multinational organization.
• Strong collaboration skills with internal and external stakeholders to execute patient services strategies and support brand objectives.
• Excellent organizational skills with the ability to manage multiple priorities while remaining flexible.
• In-depth knowledge of specialty channel patient-level data.
• Proven ability to drive operational excellence and achieve key performance objectives.
• Strong business acumen.

Travel

Requires up to 15% domestic and international travel

The anticipated salary for this position will be $2456,000 - $310,000 The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs.

The listed salary is just one component of the overall compensation package. At Kyowa Kirin North America we provide a comprehensive range of benefits including:

• 401K with company match
• Annual Bonus Program (Sales Bonus for Sales Jobs)
• Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer Days
• Healthcare Benefits (Medical, Dental, Prescription Drugs and Vision)
• HSA & FSA Programs
• Well-Being and Work/Life Programs
• Life & Disability Insurance
• Concierge Services
• Long Term Incentive Program (subject to job level and performance)
• Pet Insurance
• Tuition Assistance
• Employee Referral Awards

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

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