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Associate Director, Patient Support – Vendor Management
Vertex PharmaceuticalsAssociate Director in Vendor Management for Patient Support at Vertex Pharmaceuticals. Overseeing vendor strategy, performance management, and cross-functional collaboration in a hybrid role from Boston.
About the role
Key responsibilities & impact- Lead day-to-day and strategic oversight of vendors supporting patient support programs.
- Develop and maintain strong vendor governance models, including business reviews, performance scorecards, escalation pathways, and service-level expectations.
- Ensure vendors are operating in alignment with contractual obligations, business requirements, quality standards, and compliance expectations.
- Partner with internal stakeholders to evaluate vendor capabilities and support vendor selection, onboarding, and transition activities.
- Define, monitor, and report on key performance indicators (KPIs), service-level agreements (SLAs), and operational metrics.
- Identify performance gaps, risks, and process inefficiencies, and lead corrective and preventive action plans with vendors.
- Drive continuous improvement initiatives to enhance patient experience, operational efficiency, and program effectiveness.
- Conduct regular business reviews and present vendor performance insights and recommendations to leadership.
- Serve as a primary liaison between internal teams and external vendors to ensure alignment on program objectives, timelines, and deliverables.
- Collaborate with Patient Services, Market Access, Commercial, Legal, Compliance, Privacy, Procurement, and Finance to support vendor-related initiatives.
- Translate business needs into clear vendor requirements and operational expectations.
- Support implementation of new programs, enhancements, and process changes impacting vendor operations.
- Partner with Procurement, Legal, and Finance to support contract development, amendments, renewals, and statement-of-work management.
- Monitor vendor budgets, invoices, and financial performance to ensure accurate forecasting and cost control.
- Assess vendor proposals and business cases to support investment decisions and operational planning.
- Lead cross-functional projects related to vendor operations, patient support program enhancements, and new service implementations.
- Develop project plans, timelines, milestones, and stakeholder communication plans to ensure successful execution.
- Coordinate internal and external stakeholders to manage deliverables, dependencies, risks, and issue resolution.
- Track project progress against scope, timeline, and budget, and provide regular status updates to leadership.
- Support change management activities associated with vendor transitions, new program launches, and process improvements.
- Ensure vendor activities comply with all applicable healthcare, privacy, legal, and regulatory requirements, as well as company policies and procedures.
Requirements
What you’ll need- Bachelor’s degree in business, healthcare administration, life sciences, or related field
- 8+ years of experience in vendor management, patient services, market access, specialty pharmacy, reimbursement support, or related healthcare/pharmaceutical operations
- Experience with vendor transitions, program launches, and operational transformation initiatives
- 3+ years of experience in project leadership, or cross-functional leadership role
- Demonstrated experience managing third-party vendors in a regulated healthcare or pharmaceutical environment
- Strong knowledge of patient support program operations, including hub services, reimbursement support, access services, and patient engagement models
- Experience developing and monitoring KPIs, SLAs, and vendor performance scorecards
- Strong communication, negotiation, and relationship management skills
- Proven ability to lead cross-functional initiatives and manage multiple priorities in a fast-paced environment.
Benefits
Comp & perks- Health insurance
- Flexible work hours
- Professional development opportunities
- Remote work options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
vendor managementpatient support program operationsKPI developmentSLA monitoringperformance scorecardsproject leadershipoperational transformationfinancial performance monitoringcontract developmentbusiness reviews
Soft Skills
communicationnegotiationrelationship managementcross-functional leadershipproblem-solvingstakeholder managementchange managementstrategic oversightcontinuous improvementorganizational skills