Senior Director, US Customer Experience and Patient Services

Gilead Sciences

Senior Director overseeing US Customer Experience and Patient Services for Kite. Leading strategy and operations to enhance patient access and support in oncology.

Posted 6/17/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $237,575 - $338,250 per yearWebsite

About the role

Key responsibilities & impact

The Senior Director, Head of US Customer Experience and Patient Services reports to the Executive Director, Head of US Market Access (USMAx) and is responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services
Lead Kite’s US Case Management team and is responsible for the Patient Navigator team in partnership with AssistRx
Partner closely with all relevant cross-functional stakeholders to assess potential need for a field reimbursement team and potentially build out and lead this team
Collaborate with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients
Develop and manage SOPs for Patient Services Team to provide superior patient assistance services, enhance efficiency of team members’ roles, improve efficient call handling and improve external perceptions
Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources
Develop call center metrics to measure the teams’ successes and performance
Serve as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub, its patient support programs, and distribution for all cell therapies
Collaborate with all commercial functions including Account Management, Marketing, Market Access and Customer Engagement to facilitate solutions for account and patient related issues
Work closely with the Finance team to track costs and forecast operational expenses
Lead presentations and develops material for internal training of the Market Access Director teams

Requirements

What you’ll need

Advanced scientific degree (i.e., MD, PharmD, PhD) and 12+ years of experience OR Master’s Degree and 12+ years of experience OR Bachelor’s Degree and 14+ years of experience
10+ years of related experience in a variety of relevant strategic and operational roles within the biopharma industry, including significant experience with patient access and services
Demonstrated ability to collaborate cross-functionally and influence decision making, strategy, and execution across partners and functions
Demonstrated high levels of emotional intelligence, situational awareness, ability to build and influence positive culture across teams
Deep strategic experience leading change-based initiatives, home office functional teams, and/or marketing & strategy projects
Deep understanding of the reimbursement landscape for CAR-T and the unique aspects of single case agreements, network requirements, etc.
Strong leadership and coaching experience with a commitment to hire, develop, retain, and motivate a great team of contributors
Demonstrated ability to deliver results, improve processes and procedures, and manage operational complexities
Excellent strategic thinker with the ability to formulate, develop and execute strategy based on applied analytical skills and broad team and industry perspectives
Strong knowledge of the commercial pharmaceutical market and its customers
Ability to leverage and optimize partnerships with other functions, including Information Technology, Legal, Compliance, Financial Planning and Analysis, Supply Chain, Operations, etc.
Ability to make decisions that balance a variety of factors to achieve optimal outcomes
Demonstrates confidence and able to effectively influence senior business leaders
Ability to effectively manage several direct reports according to Kite and departmental standards
Ability to multi-task with multiple interruptions in a deadline-intensive environment
Travel up to 30%

Benefits

Comp & perks

company-sponsored medical, dental, vision, and life insurance plans*
discretionary annual bonus
discretionary stock-based long-term incentives (eligibility may vary based on role)
paid time off
benefits package

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

patient accessreimbursement supportcall center metricsSOP developmentstrategic planningoperational managementchange managementanalytical skillsbiopharma industry experiencecell therapy

Soft Skills

collaborationinfluenceemotional intelligencesituational awarenessleadershipcoachingstrategic thinkingdecision makingmulti-taskingteam building

Certifications

MDPharmDPhDMaster's DegreeBachelor's Degree