Sr. Manager, Patient Services Analytics & Insights, Rare Disease

Main Responsibilities & Technical Competencies

• Translate Rare Disease Patient Services priorities into an analytics strategy and roadmap, defining the analytical workstreams, performance measures, and insights needed to support program objectives.
• Analyze and integrate internal hub CRM data with relevant specialty pharmacy and other external data sources to develop a comprehensive understanding of patient journeys, barriers to therapy, and opportunities to improve program effectiveness.
• Own KPI frameworks, metric definitions, business rules, and performance measurement methodologies for Rare Disease Patient Support Program capabilities and workstreams.
• Define and own the reporting strategy, including the design, development, delivery, and ongoing enhancement of dashboards, scorecards, and operational and leadership reporting that support day-to-day workflow execution, program performance management, and strategic decision-making.
• Conduct root-cause, trend, cohort, patient journey, and patient funnel analyses to identify conversion and drop-off points, performance drivers, emerging risks and opportunities, and translate findings into actionable recommendations.
• Serve as a subject matter expert in Rare Disease Patient Support Program data, reporting, analytics, and business intelligence, promoting consistent, reliable, and trusted use of data and metrics.
• Serve as the primary analytics partner to Rare Disease Patient Services, collaborating with Patient Services leadership and partnering with Value & Access, Brand, Commercial Analytics & Insights, Data Strategy, Data Operations, CRM Support, and external vendors to define business requirements, improve data quality, and advance analytics capabilities.
• Independently lead complex analytical initiatives from problem definition through recommendation and delivery, applying appropriate analytical, visualization, business intelligence, and automation capabilities while maintaining alignment with the broader Patient Services Analytics & Insights strategy.

Knowledge & Experience (Essential)

• Demonstrated experience in Patient Services analytics within the biopharmaceutical industry, including experience working with patient-level data and translating complex data into actionable insights and recommendations that influence operational and strategic business decisions. (approximately 5+ years of relevant experience).
• Proficiency in SQL and advanced Excel, with experience developing dashboards and analytical reporting using Tableau, Power BI, or comparable business intelligence and visualization platforms.
• Experience working with Salesforce CRM or a comparable CRM supporting Patient Services operations.
• Demonstrated understanding of HIPAA and other applicable privacy, compliance, and data governance requirements for handling PHI/PII and other sensitive patient-level data.
• Demonstrated ability to independently lead complex analytical initiatives, manage competing priorities, and influence cross-functional stakeholders without direct authority.
• Experience collaborating with hub vendors, specialty pharmacies, data providers, consultants, or other external Patient Services partners that support or provide data relevant to the Patient Support Program.
• Strong written, verbal, and presentation skills, including the ability to communicate complex analytical findings and recommendations to senior leaders and cross-functional stakeholders.

Knowledge & Experience (Preferred)

• Experience supporting analytics for Rare Disease or other complex patient access environments.
• Experience working with internal Patient Support Program hubs.
• Experience with Salesforce Health Cloud or Salesforce Life Sciences Cloud.
• Experience working with modern cloud-based data platforms, such as Snowflake.
• Demonstrated AI literacy and experience leveraging enterprise AI tools, such as Microsoft Copilot or Snowflake CoCo, to enhance analytical workflows, data exploration, automation, and productivity while applying appropriate data privacy, governance, and quality standards.

Education / Certifications (Essential)

Bachelor’s degree in analytics, business, management, operations, or a related field.

Education / Certifications (Preferred)

MBA or other relevant advanced degree is a plus.

Language(s) (Essential)

Fluency in English.