Associate Director, Patient Adherence Solutions (CRM+)

Key Responsibilities

• Manage day-to-day CRM operations for relevant brands: campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution
• Oversee companion app management for relevant brands: content update coordination, user experience issue tracking, and vendor communication for fixes and releases
• Monitor refill coordination program performance for relevant brands: ensuring vendor-managed outreach is meeting refill timing targets and SLAs
• Monitor adherence metrics for relevant brands daily and weekly: refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators
• Execute brand-specific adherence program configurations within the CRM: setting up new campaigns, adjusting outreach rules, and updating content for launches
• Coordinate with hub operations teams (Access, Affordability) to ensure adherence touchpoints are sequenced correctly for assigned brands
• Flag operational issues and performance gaps to surface CRM workflow failures, vendor SLA misses, and drop-off spikes as they happen
• Support post-launch adherence operationalization, including identification of adherence challenges, workflow updates, and program refinement

Points of Collaboration

• AD, Patient Adherence Operations: Reporting relationship; brand assignments, performance standards, escalation support, vendor strategy input
• Brand teams (assigned TA/brands): Brand-specific campaign setup, content updates, launch coordination, and ongoing adherence program optimization
• CRM, refill, and counseling vendors: Day-to-day vendor coordination: campaign execution, SLA tracking, issue resolution, data feed management
• Hub operations teams (Access, Affordability): Ensuring adherence touchpoints are coordinated with upstream patient support for assigned brands
• Patient Acceleration & Insights Ops: Supporting testing and go-live of new adherence capabilities being deployed into production for assigned brands
• AD, HUB Metrics and Performance Measurement: Adherence performance data integration into CoE dashboards, metric alignment
• DHH: CRM data quality, platform configuration support, integration troubleshooting for assigned brands

Necessary Skills & Competencies

• 5+ years in biopharma patient services, CRM operations, digital health operations, or adherence program execution
• Hands-on CRM experience: campaign management, workflow configuration, data quality monitoring, and issue troubleshooting
• Experience managing companion app or digital health tool operations in a production environment
• Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence
• Strong operational discipline to own daily execution for assigned brands; consistency and reliability are the priority
• Vendor coordination skills: managing day-to-day delivery across multiple vendor types, tracking SLAs, and resolving operational issues

Required Education

Bachelor's degree in Business, Marketing, or related field; MBA preferred or equivalent degree

Preferred Skills

• 5+ years pharmaceutical marketing
• Proven ability to innovate and deliver patient support capabilities or innovative solutions that are impactful
• Exceptional knowledge of digital trends and technologies that will drive digital audience growth
• Experience in planning and managing budgets across channels while achieving high volume growth targets
• Ability to work in a fast paced environment with multiple changing priorities
• Proven ability to work in a matrixed organization with multiple stakeholders