Associate Director, Commercialization BI&T Product Manager Patient Support Platforms

Position Summary

The Associate Director serves as the technology product lead for patient engagement and Patient CRM / Case Management capabilities across applicable therapeutic areas. The role is accountable for product strategy, multi-year roadmaps, delivery, adoption, and lifecycle performance of secure, compliant, and scalable platforms supporting Patient Access and Support Services and field reimbursement teams. This role will also act as a forward deployed engineer in the patient space. The successful candidate will lead multidisciplinary teams through influence across business, technology, data, and external partners; establish reusable enterprise capabilities; resolve complex issues with limited direction; and translate patient access, support, and business priorities into measurable technology outcomes. Candidate must possess a strong technical background.

Key Responsibilities

Product, Platform and Experience Leadership

• Own the product vision, multi-year roadmap, investment priorities, and lifecycle outcomes for patient engagement and Patient CRM / Case Management capabilities.
• Lead cross-functional teams and partners from discovery through delivery, adoption, operations, and retirement.
• Establish governance, decision rights, release priorities, service expectations, and measures of business value and platform performance.
• Form and lead multidisciplinary product teams across product management, architecture, engineering, data, AI, user experience, testing, release management, and operations.
• Lead platform and partner evaluations, implementation planning, contracting inputs, and third-party performance management.

Patient Support Program and Commercialization Leadership

• Apply US pharmaceutical patient-support experience across enrollment, consent, access, affordability, communications, hub interactions, and field reimbursement workflows.
• Partner with therapeutic-area teams to enable launches, program changes, migrations, and partner transitions.
• Translate patient access and support priorities into reusable capabilities and measurable business outcomes.
• Anticipate launch, line-extension, program-migration, partner-transition, and field-model impacts and translate them into technology plans.
• Ensure technology designs reflect practical patient access and support needs across patients, care partners, field reimbursement teams, hubs, and program partners.

Data Platforms, Analytics and AI

• Prioritize and lead responsible AI and automation capabilities within the patient-support product portfolio, supported by appropriate data readiness, human oversight, testing, monitoring, and value realization.
• Drive interoperability across CRM/case management, hub, digital, consent, identity, copay, claims, field, and enterprise data environments.
• Support governance for data quality, metadata, access, retention, and downstream use of sensitive program data.
• Monitor portfolio demand, capacity, and dependency management to align resources and delivery commitments with approved priorities and investment decisions.

Architecture, Integrations and Operational Excellence

• Provide direction for solution decisions across CRM/case management, cloud data platforms, APIs, integration middleware, digital channels, reporting, identity, access, and consent.
• Ensure solutions meet privacy, security, compliance, accessibility, resilience, performance, auditability, and maintainability requirements.
• Own release and operational readiness, service performance, issue resolution, root-cause analysis, and corrective actions.
• Define reusable integration patterns for internal platforms and external partners, including ownership, monitoring, reconciliation, support, and change control.
• Ensure architecture, data flows, interfaces, access models, validation evidence, and operational documentation are current, fit for purpose, and aligned with applicable governance requirements.

Leadership and Business Management

• Influence cross-functional decisions and communicate priorities, risks, dependencies, and recommended actions to leaders.
• Develop options for highly complex problems, recommend a course of action, and resolve issues within the role’s scope.
• Hold teams and partners accountable for results while balancing delivery, platform health, simplification, reuse, investment, and total cost of ownership.
• Provide clear executive communication on business value, delivery health, trade-offs, investment needs, and outcomes.
• Establish portfolio governance and provide executive-level visibility into delivery performance, risks, dependencies, investment needs, and required decisions.

Qualifications & Experience

Required Qualifications

• Bachelor’s degree in information technology, computer science, engineering, data, business, life sciences, or a related discipline.
• Typically, 8 or more years of progressive experience in digital technology, product management, solution delivery, data, engineering, or architecture, including leadership of complex, cross-functional initiatives.
• Direct experience supporting US pharmaceutical patient-support or patient-services programs and translating business priorities into technology roadmaps and outcomes.
• Demonstrated experience defining product roadmaps, prioritizing investments, leading product or platform teams, and measuring adoption, platform performance, and business outcomes from strategy through production operations.
• Experience leading enterprise CRM, case-management, patient-engagement, or comparable regulated digital platforms, with working knowledge of cloud data, analytics, APIs, systems integration, and external partner interfaces.
• Working knowledge of AI/ML and generative AI delivery, including use-case framing, data readiness, human oversight, testing, monitoring, and responsible-AI controls.
• Understanding of privacy, security, compliance, and data-governance requirements for PII/PHI in regulated environments.
• Demonstrated ability to influence across organizational boundaries, resolve complex problems with limited direction, communicate with executives, and hold teams and partners accountable for results.

Preferred Qualifications

• Advanced degree or relevant product, agile, cloud, data, architecture, project-management, or AI certification.
• Experience with patient CRM/case management, hub platforms, affordability, digital enrollment, consent and preference management, patient communications, field reimbursement tools, and patient analytics.
• Experience creating reusable capabilities across brands or therapeutic areas and leading large-scale platform migrations or third-party transitions.