Director, Program Design Processes and Operations

ROLE SUMMARY

The Director – Program Design Processes and Operation is responsible for overseeing the governance and operations of all enterprise-wide Patient Services capabilities (e.g., data operations / quality, vendor performance, program design norms). This leader ensures that all solutions are developed, maintained, and scaled in accordance with enterprise standards, compliance requirements, and strategic priorities. The role collaborates cross-functionally to drive consistency and efficiency. 

ROLE RESPONSIBILITIES

This role will ensure patient support program development, and ongoing operations, are executed at a high-standard. This Leader will:  

• Guide the centralized quality design standards and operations functions  
• Facilitate relationships third-party vendors who collect data or perform services, ensuring they meet quality, compliance, and productivity standards 
• Oversee data acquisition and integration, partnering with Digital and Analytics, to develop strategies for acquiring data, ensuring accurate / efficient data ingestion, cleansing, and transformation 
• Facilitate the vendor selection and the vendor RFP process 
• Champion and sustain a robust continuous improvement infrastructure allowing near real-time program improvements so learnings are shared across the PPS team  
• Execute optimal program design standards, providing the efficiency necessary to scale patient services across the Pfizer’s portfolio 
• Consult and provide recommendations on effective organizational and operating models for a complex, ever-changing matrix environment within patient services 
• Identify and mitigate risks, while adhering to established business practice documents and implementing new processes, tools, and capabilities for process improvement 
• Ensure team proactively provides awareness, and understanding, of program compliance standards and operational best-practices 

BASIC QUALIFICATIONS

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

• Bachelor’s degree required; advanced degree (MBA, MPH, etc.) preferred  
• 8+ years’ experience in Biopharma Patient Services Strategy / Operations / Program Management, Strategy / Management Consulting, or related area required  
• Demonstrated success in a highly fast-paced setting 
• Significant depth in patient services vendor management, including patient services service level agreements (SLA) 
• Strong project management and organizational skills, with cross-functional teams of diverse colleagues  
• Exceptional written and verbal communication skills, and prior experience in presenting to senior leaders 
• Ability to receive and implement direction from senior colleagues to achieve meaningful outcomes and create business impact 
• Commitment to receiving development and coaching from leadership 

Other Job Details:

• Last Date to Apply for Job: March 17th, 2026.
• Ability to travel based on business needs
• NOT eligible for Relocation Package
• This position is hybrid and requires working onsite 2 to 3 days per week

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