Sr. Director, Patient Services Product Management

Sr. Director, Patient Services Product Management

The Senior Director, Patient Services Product Management is the leader responsible for defining and managing the Patient Services capabilities and product portfolio.

To advance the EVERSANA patient services platform and support revenue and earnings growth strategies for the organization, we are seeking a highly capable and commercially focused Product Owner to lead the strategy, development, and optimization of digital and operational solutions supporting pharmacy and direct-to-patient (DTP) of the pharmaceutical products. This role will ensure that patients have timely, compliant, and seamless access to medications directly from pharmacies or distribution partners – enhancing adherence, access, and the overall patient experience.

This role requires a strong understanding of pharmacy fulfillment operations, DTP, digital product development, and regulatory compliance. You will collaborate with internal stakeholders and external pharmacy and logistics partners to deliver scalable, tech-enabled solutions across diverse therapy areas, markets, and patient needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

1. Product Strategy & Roadmap

• Define and maintain the product vision and roadmap for Pharmacy and DTP services and associated applications / systems, aligned with market access, brand strategy, and patient support goals.
• Translate business objectives into digital and operational product capabilities that support patient onboarding, prescription fulfillment, and at-home delivery models.
• Lead product discovery efforts, capturing insights from patients, pharmacists, HCPs, and brand teams.

2. Product Development & Agile Delivery

• Own and prioritize the product backlog for Pharmacy & DTP services and associated applications / systems, including integrations with pharmacy networks, courier services, CRM, and patient engagement platforms.
• Write detailed epics, user stories, and acceptance criteria, ensuring clarity for engineering and UX teams.
• Collaborate with developers and designers through sprint planning, reviews, and retrospectives to deliver features on time and within scope.

3. Stakeholder Management & Collaboration

• Serve as the primary point of contact between commercial teams, patient services, pharmacy operations, IT, and compliance.
• Partner with various teams to tailor solutions for specific therapies, geographies, and patient populations.
• Align product development with go-to-market strategies and post-launch patient engagement programs.

4. DTP and Pharmacy Workflow Design

• Design and optimize workflows that support electronic prescriptions, pharmacy fulfillment, order tracking, direct shipping, where applicable.
• Integrate with third-party pharmacy and logistics platforms (e.g., specialty pharmacies, hub services, APIs) to ensure end-to-end visibility and compliance.
• Ensure solutions support patient consent, identity verification, cold-chain management, refill scheduling, and delivery notifications.

5. Compliance & Risk Management

• Ensure that Pharmacy and DTP solutions meet all regulatory and legal requirements, including HIPAA, GDPR, DSCSA, GxP (where applicable), and regional pharmaceutical distribution regulations.
• Partner with Legal, Regulatory, and QA to maintain documentation, audits, and risk assessments for commercial DTP operations.
• Ensure patient data is securely handled in line with privacy requirements and corporate standards.

6. Performance Monitoring & Optimization

• Define KPIs related to delivery success rate, prescription-to-shipment time, patient satisfaction, and refill adherence.
• Conduct regular data analysis and feedback loops to iterate on product features and improve performance.
• Identify and address bottlenecks in DTP workflows and pharmacy hand-offs using technology and process enhancements.

PEOPLE LEADER:

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.
• Build a culture of accountability and respect, aligned to EVERSANA's cultural beliefs; recognize team members for their contributions to organizational success.
• Harmonize efforts across business unit, including implementation of metrics that demonstrate progress to EVERSANA key results and business unit goals.
• Effectively present updates to senior leadership team.
• Hire and train staff; coach, develop and mentor direct reports: oversee performance management processes to support organizational, business unit, and personal goals are met; provides consistent feedback for employee development.

EXPECTATIONS OF THE JOB:

• Enjoys working on multiple projects at a time
• Be able to communicate at all levels of the organization
• Continuous learner and team player
• Strong communicator at all levels of the organization and to clients and partners
• Travel (20%)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Bachelor's degree in Life Sciences, Pharmacy, Healthcare, Technology, or Business.
• 10+ years of experience in product ownership, commercialization, or pharmacy services in the pharmaceutical, digital health, or healthcare technology sectors.
• Deep understanding of pharmacy fulfillment, specialty pharmacy operations, and medication logistics in a commercial setting.
• Experience in launching or managing tech-enabled DTP or hub solutions for marketed therapies.
• Strong command of Agile product management tools and practices (e.g., Jira, Confluence, Scrum frameworks).
• Knowledge of privacy and regulatory frameworks related to pharmaceutical commercialization and patient data handling.

PREFERRED QUALIFICATIONS:

• Advanced degree (PharmD, MBA, MS in Health Informatics or related).
• Experience with multi-market DTP programs including US, EU, and APAC regulatory environments.
• Familiarity with integrations between CRM platforms (e.g., Salesforce Health Cloud), pharmacy systems (e.g., McKesson, CoverMyMeds), or logistics services.
• Experience supporting the commercial launch of specialty or high-touch therapies, including rare diseases.