Senior Director, Patient Support Services Platform Solutions

Main Responsibilities

Leadership

• Lead, structure, and develop the Platform Solutions Team, establishing clear ways of working and internal processes that enable the team to operate effectively
• Manage and influence cross-functional teams and external vendor partners to drive flawless execution of complex, multi-stakeholder platform initiatives on time and within budget
• Act as a confident and independent voice at the interface between PSS and Digital, able to challenge either side constructively when warranted to achieve the best possible outcome
• Proactively identify and mitigate risks, resolve conflicts, and remove barriers to execution through strong influencing skills and executive presence

Business Requirements and UAT Ownership

• Serve as the accountable Business Owner for User Acceptance Testing (UAT) across platform releases, ensuring the team fulfils its end-to-end UAT responsibilities including test case input, execution oversight, and go/ no-go sign off in line with Sanofi policy.
• Oversee the team’s ownership of Business Requirements Documents (BRDs), ensuring requirements are developed collaboratively with Therapy Areas, Product Owners and other functions, and that they consistently meet the standard required for build readiness
• Establish and embed team practices and quality standards for BRD development and UAT execution, ensuring the team has the structure, support, and process clarity to perform these accountabilities consistently across releases and TAs

Strategic Vision & Product Ownership

• Serve as the strategic product owner for PSS platform solutions, defining vision, roadmap, and prioritization of features that deliver measurable business value and enhanced patient outcomes
• Drive automation and evolution of the CRM ecosystem enabling integrated innovation
• Accountable for PSS roadmap ownership to include new launches, innovation and optimization of current systems
• Owner of business process documentation, alignment, grooming, release communication and training of system changes

Innovation

Collaborate with Head of Program Operations, Digital, and PSS Innovation to architect advanced analytics and real-time intelligence capabilities that transform platform data into actionable insights, predictive analytics, and strategic business intelligence that drives continuous optimization and innovation beyond traditional reporting

Enterprise Focus & Scalability

• Apply enterprise-level thinking to design scalable, future-proof platform solutions that can be leveraged across multiple therapy archetypes, ensuring consistency, interoperability, and efficiency at scale
• Lead end-to-end enterprise solutioning by connecting business needs across diverse therapy archetypes to unified platform strategies that reduce redundancy and accelerate time-to-value
• Serve as the enterprise product owner across PSS platforms, driving a cohesive product strategy that balances therapy-specific needs with enterprise-wide standards and scalability

Stakeholder Management

• Develop and execute comprehensive stakeholder communication strategies that ensure alignment, transparency, and buy-in across all levels of the organization, from operational teams to executive leadership
• Translate complex technical concepts into clear, compelling narratives for diverse audiences, facilitating informed decision-making and strategic alignment

About You

• A minimum of a Bachelor's Degree is required
• A minimum of 10+ years of professional experience in the Biotech/Pharma industry is required
• A minimum of 5+ years of hands-on experience leading the design, implementation, and optimization of CRM systems (Salesforce, Salesforce Health Cloud, or equivalent enterprise platforms) is required
• A minimum of 5+ years of experience leading and managing teams
• Demonstrated experience building CRM solutions from the ground up, including requirements gathering, system architecture, user experience design, and post-launch optimization
• Proven track record of strategic thinking with the ability to envision long-term platform evolution, anticipate industry trends, and translate business strategy into actionable technology roadmaps
• Exceptional stakeholder management skills with demonstrated ability to build consensus, negotiate priorities, and drive alignment across multiple stakeholders with competing interests
• Strong executive communication skills, including the ability to craft and deliver compelling presentations, facilitate productive meetings, and maintain clear, consistent communication across all organizational levels
• Demonstrated experience leading, mentoring, and developing teams of technical and functional professionals, fostering a culture of accountability, collaboration, and continuous improvement
• Proven product ownership capabilities including backlog management, user story development, sprint planning, and delivering iterative value in agile environments
• Demonstrated literacy across delivery and program tooling, including Jira or equivalent platforms, with the ability to operate within and set standards for how the team tracks, manages, and reports on work
• Ability to collaborate and communicate effectively with all cross-functional groups across levels
• Strong presentation skills and ability to influence without direct authority
• Selected candidate will possess strong and proven Project Management skills
• Demonstrated ability to manage and execute multiple complex initiatives simultaneously while maintaining quality, meeting deadlines, and adapting to changing priorities
• Track record of driving measurable business outcomes through platform solutions, with strong analytical skills to define success metrics and demonstrate ROI
• Demonstrated enterprise thinking with the ability to architect holistic, scalable solutions that span multiple therapy archetypes, balancing standardization with the flexibility required to meet unique therapeutic area needs
• Strong product ownership across diverse therapy archetypes, with a track record of managing competing priorities, aligning stakeholders across therapeutic areas, and delivering platform solutions that meet both enterprise and therapy-specific requirements

Preferred Qualifications

• Advanced Degree in Information Technology, MBA or closely related field is highly preferred
• Knowledge of Specialty Care market is preferred
• Current or recent experience with Scaled Agile Methodology is preferred