Associate Director, Patient Services Ops

Alnylam Pharmaceuticals

1d

About The Position

Reporting to the Director, Patient Services Operations, the Associate Director, Patient Services Operations will serve as a strategic partner to Case Management and PEL teams, enabling consistent, data-driven execution across Commercial. This role will help define what success looks like for field teams by translating strategy into measurable results, key activities, and performance metrics.
The Associate Director will partner closely with our technology and analytics partners to define metrics, support the development of dashboards, and synthesize insights from multiple data sources to inform decision-making. This role will also lead field-facing processes related to customer-to-account affiliations, ensuring accuracy, consistency, and scalability. Additionally, the role will contribute to targeting, field force effectiveness initiatives, and ad hoc analyses in support of evolving business needs.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• 6+ years of experience in patient services field teams and call centers within the pharmaceutical or biotechnology industry.
• Proven experience partnering with field teams and presenting senior leadership.
• Strong experience working with CRM platforms and commercial data environments.
• Hands-on experience with data visualization tools (e.g., Tableau, Power BI, etc).
• Demonstrated expertise in field force effectiveness, alignments, HCP and patient segmentation, reporting, size and structure, and strategic analysis.
• Experience across multiple commercial functions, including operations and strategy.
• Strong analytical skills with experience leveraging pharmaceutical data sources to generate and iterate on insights.
• Advanced proficiency in Excel and PowerPoint.
• Highly organized, agile learner with the ability to think in real time and communicate effectively.
• High sense of urgency balanced with attention to quality, rigor, and process.
• Strong interpersonal and communication skills with the ability to influence at all levels of the organization.
• Demonstrated project management skills with the ability to lead multiple initiatives and priorities concurrently.
• Experience working directly with field teams; prior field experience strongly preferred.
• Ability to travel for key internal and external meetings as needed (approximately 10% overnight travel).

Responsibilities

• Engage effectively in strategic discussions with leadership of Case Management and PELs, including TTR Sales, Rare Sales, Market Access, and Strategic Accounts.
• Define what success looks like for Case Management and PEL teams including the metrics used to measure results
• Identify key activities that are expected to drive the desired results and define Key Performance Indicators
• Work with cross-functional partners to establish dashboards and generate insights from the data to help shape strategy
• Identify trends, inefficiencies and opportunities for process improvement within patient services systems and data
• Lead the development of presentation materials to support monthly and quarterly leadership performance reviews
• Drive consistency in field execution through clear processes, playbooks, and standard operating procedures.
• Partner with Compliance and Legal to ensure field team activities adhere to company policies and industry regulations.
• Support change management efforts when deploying new processes, systems, or field strategies

Benefits

• We offer comprehensive benefits including medical, dental, and vision coverage, life and disability insurance, a lifestyle reimbursement program, flexible spending and health savings accounts and a 401(k)with a generous company match.
• Eligible employees enjoy paid time off, wellness days, holidays, and two company-wide recharge breaks.
• We also offer generous family resources and leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees