Director, Patient Services Operations
The Director, Patient Services Operations will build a best-in-class PS Operations Team supporting the successful commercial launch of DT120, working closely with Marketing, Legal, and cross-functional commercial teams to align with corporate goals. This role will be responsible for the execution of Definium’s patient support strategy across patient onboarding, treatment preparation, REMS, and ongoing support, while ensuring all initiatives meet stringent regulatory standards (e.g., FDA). This is a rare opportunity to define the operational strategy, build the team, create the culture, and shape the infrastructure for Definium’s Patient Services.
**This position must reside in Raleigh/Durham NC area.
Responsibilities:
Create operational strategy for Definium Patient Services supporting a successful DT120 commercial launch
Manage Operational Teams including Case Managers and Leaders (i.e., Supervisors)
Support development and implementation of potential REMS For DT120 via partnership with internal and external partners
Support creation of Operational infrastructure to support overall patient journey from initial engagement through post-treatment needs
Develop hiring strategy for Case Management Team include role design, required skills, needed experience, and desired mindset
Drive hiring and onboarding process for Operation Team Members
Develop, implement, and continuously improve Patient Services SOPs, operational policies, quality standards, and escalation pathways
Support creation of needed training and engagement materials (e.g., Talking Points)
Drive team culture via purposeful strategy keeping patients, teamwork, and compliance as primary focuses
Create data driven environment through actionable and impactful KPI’s, SLAs, dashboards, quality metrics, and operational performance indicators to drive continuous improvement
Establish quality monitoring programs, coaching processes, and continuous improvement initiatives to ensure exceptional patient experiences.
Translate strategy into Patient Services operational requirements
Work closely with strategy teams to create successful, innovative, and scalable strategies
Work closely with internal teams on CRM development, phone system, reporting, automation, digital capabilities supporting Patient Services and other needed infrastructure
Ensure compliance with REMS, AE reporting, and other PS related guidelines
Develop operational contingency plans supporting business continuity and launch readiness
Work across PS teams to support overall patient and customer journey
Drive overall department culture as member of Patient Services Leadership Team
Partner with Medical Affairs, Marketing, Sales, Market Access partners, and cross-functional commercial teams to align engagement strategies with broader business objectives
Translate market insights into actionable strategies that strengthen engagement, differentiation, and launch readiness
Qualifications
Bachelor’s degree in Life Sciences, Marketing, Business, Communications, or related discipline; advanced degree preferred
Minimum 10 years industry related experience required
Minimum 5 years Patient Services Operations Leadership experience required
Significant understanding of PS compliance and legal guidelines required
Experience with Patient Services CRM & Phone systems preferred
Skilled in cross-functional collaboration; intellectually curious, solutions-oriented, and effective at communicating and socializing strategic recommendations
Launch experience in the U.S. pharmaceutical market required
Experience in CNS / psychiatry, specialty pharmaceutical, or complex treatment categories preferred
Ability to synthesize complex clinical, market, and customer data into actionable strategies
Strong presentation skills and ability to influence senior, cross-functional, and agency stakeholders
Ability to travel as required; average 10–20%, with higher travel during key launch periods
The starting base pay range for this position is $180,000-$235,000, with compensation determined based on several factors including skill set, years of experience, and geographic location.