Executive Director, Patient Experience, Acceleration

MSD

Executive Director leading Patient Experience and Acceleration for biopharma company. Translating patient journey insights into actionable improvements and fostering innovation in patient support services.

Posted 7/24/2026full-timeNorth Wales • New Jersey, Pennsylvania • 🇺🇸 United StatesLead💰 $255,800 - $402,700 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading patient support organizations, focusing on patient experience acceleration, program design, and agile delivery. Proven ability to bridge cross-functional teams and implement innovative patient support solutions while managing performance metrics and operational improvements.

Highest-signal resume keywords

Patient Experience AccelerationProgram DesignAgile DeliveryPerformance ManagementCross-Functional Stakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient Support StrategyAccess ManagementAffordability SolutionsAdherence ProgramsFRM ExpertiseKPI TrackingOperational ImprovementPatient Journey InsightsCapability DeploymentPatient Program Solutions

Soft Skills

Team LeadershipStakeholder ManagementTalent Development

Industry Keywords

BiopharmaCommercial OperationsHub ManagementVendor ManagementPatient ServicesPatient Experience TrendsBest PracticesPatient Support OfferingsMulti-Brand CoordinationCompliance

About the role

Key responsibilities & impact

Lead the Patient Experience and Acceleration vertical within the Patient Support CoE
Own US market specific patient strategy execution along with the brand teams, and patient services innovation to aid brand teams
Translate patient and program data into actionable improvements across the care journey
Pilot and scale new patient-facing capabilities in partnership with brand teams and the Head of Patient Support CoE
Set direction for patient experience acceleration, including translating patient journey insights into patient support program designs, operational requirements, and implementation plans along with the brand patient support teams
Oversee agile pod delivery model, including ways of working, stakeholder management, dependencies, and timelines
Serve as bridge between brand and CoE teams, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, and compliance
Support on execution of critical brand patient support priorities
Define performance management routines, including KPI tracking, pull-through of insights, and operational improvement priorities
Scale patient program solutions, including best practices, reusable playbooks, cross-brand learnings, capability deployment, and transition of proven models to relevant CoE teams

Requirements

What you’ll need

12+ years in biopharma patient services, commercial operations, or hub/vendor management, with experience leading patient support organizations or CoEs at multi-brand across hub, access, affordability, adherence, and FRM
Prior experience leading patient experience acceleration capabilities, including program design, agile delivery, performance management, and scaling of patient support solutions
Demonstrated ability to bridge cross-functional stakeholders, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, compliance, and brand teams
Strong understanding of patient experience trends and external best practices, with experience developing innovative patient support offerings
Strong understanding of patient support capability design, including access, affordability, adherence, FRM, and patient experience functions
Experience leading and developing teams, including hiring, performance management, and talent development

Benefits

Comp & perks

medical, dental, vision healthcare and other insurance benefits (for employee and family)
retirement benefits, including 401(k)
paid holidays
vacation
compassionate and sick days