Associate Director, Patient Support Hubs, Business Operations (Seaport MA)

Work Your Magic with us! Start your next chapter and join EMD Serono.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

Your Role:

The Associate Director of Patient Support Hubs, Business Operations serves as a critical extension of the Head of Internal Patient Support Hubs, driving disciplined execution, operational rigor, and organizational focus across a rapidly scaling internal hub model. This role acts as a force multiplier—translating strategy into action, filtering noise, and ensuring the hub operates with clarity, efficiency, and control.

The individual will lead cross-functional coordination, oversee business performance, and proactively identify risks and opportunities to optimize hub health, patient experience, and partner delivery.

Key Responsibilities:

Leadership Enablement

• Serve as a trusted thought partner to the Head of Internal Patient Support Hubs
• Enable leadership to operate at a more strategic level by effectively managing execution, filtering and prioritizing incoming issues, and ensuring leadership focus on highest-impact decisions
• Prepare executive-level communications, presentations, and business cases using clear, concise, and executive-ready storytelling
• Step in to lead initiatives or represent leadership as needed

• Influence without authority and align stakeholders across functions and levels

Operational Execution & Governance

• Oversee execution of strategic priorities across internal patient support hubs, ensuring alignment with enterprise objectives
• Establish and maintain operating cadence (business reviews, performance checkpoints, leadership updates)
• Implement governance structures to ensure accountability, decision clarity, and escalation pathways
• Act as a central point of integration across functions (reimbursement, clinical, strategy, field teams, vendors, legal/compliance, etc)

• Identify operational bottlenecks and implement scalable process improvements using data and judgment to drive timely, effective decisions
• Ensure audit readiness for the patient support hubs, ensuring all systems, processes, and documents meet regulatory and quality standards
• Establish and maintain robust documentation management, change control, and version tracking to guarantee traceability, completeness, and audit-ready state at all times for Business Rules, SOPs, etc.
• Collaborate with the PAS Program Strategy Operations lead to address active audit needs for the hub
• Manage the governance of onboarding and training programs by steering the internal training project team, mobilizing SMEs, and supporting the development and execution of new training content

Performance & Workload/Capacity Planning

• Assist with KPI framework and performance dashboards (access, speed, quality, patient experience, throughput)
• Conduct ongoing workload analysis, capacity planning, and resource optimization
• Translate data into actionable insights and recommendations for senior leadership
• Monitor hub health indicators and proactively address performance gaps
• Partner with leadership to ensure appropriate staffing models, role clarity, and workload balance
• Support development of a sustainable “bench” and succession planning mindset within the hub

Cross-Functional Coordination

• Collaborate closely with Program Leads and ensure strategic vision is translated into measurable outcomes
• Partner with Field Reimbursement teams to foster a collaborative and effective relationship
• Oversee operational performance of external partners and vendors supporting hub functions
• Establish and track vendor SLAs, KPIs, and contractual obligations to drive accountability and continuous improvement with vendor partners

Strategic Priorities & Special Projects

• Lead high-impact, cross-functional initiatives that improve hub scalability, efficiency, and patient experience
• Support launch readiness for new therapies or indications from an operational standpoint
• Drive process standardization and best practice sharing across hubs

Who You Are

Minimum Qualifications:

• Bachelor’s degree required; advanced degree (MBA, MPH, or similar) preferred
• 7 or more years of experience in operations, consulting, business management, or patient support services (pharma/biotech strongly preferred)

Preferred Qualifications:

• Demonstrated experience managing complex operations and cross-functional teams
• Strong analytical capabilities with experience in KPI development and performance management
• Experience with vendor oversight and SLA management
• Demonstrated ability to influence and lead without authority
• Ability to communicate openly and share information to foster trust while encouraging constructive debate, making informed decisions, and ensuring shared commitment to outcomes
• Demonstrated willingness to take risks and stand up for what is right while prioritizing the needs and experiences of customers and patients in all decisions
• Commitment to setting and reaching ambitious goals and setting high standards while acting in the best interest of the company and taking initiative to drive results
• Ability to streamline processes to focus on what matters and creates impact and acting quickly to adapt to changes
• Demonstrated ability to embrace new ideas, challenge the status quo, and seek innovative solutions while valuing diverse perspectives and treating others with respect and dignity

Location: On-site Seaport MA

Pay Range for this position: $154,400 - $231,600

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!