Senior Director, Patient Support Services Platform Solutions

Job description

Job title: Senior Director, Patient Support Services Platform Solutions Location: Cambridge, MA About the Job The Senior Director, Patient Support Services (PSS) Platform Solutions will drive the transformation of Sanofi Specialty Care PSS across Therapeutic Areas through strategic and tactical leadership of platform development, projects and programs that will optimize the patient experience, improve productivity, and increase automation. Responsibility will span all applicable technology platforms including but not limited to PSS CRMs and Events Management tools. The ideal candidate will bring a strong enterprise mindset, with the ability to architect and drive scalable solutions across multiple therapy archetypes, ensuring platform strategies are both cohesive at the enterprise level and responsive to the unique needs of each therapeutic area. The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, resilient in a fast changing environment, and adept at working in a matrix environment where commercial and digital functions intersect, handling multiple projects with tight deadlines and multiple stakeholders. He/She must be able to lead and influence across leadership and teams. This will be a highly visible position interacting with many internal functional groups within Sanofi Specialty Care PSS, as well as external vendors. The position will report to the Head, of Patient Support Services Program Operations. Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs. About Sanofi We're an R&D-driven, AI-powered biopharma company committed to improving people's lives and delivering compelling growth. Our deep understanding of the immune system — and innovative pipeline — enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people's lives. Main Responsibilities Leadership Lead, structure, and develop the Platform Solutions Team, establishing clear ways of working and internal processes that enable the team to operate effectively Manage and influence cross-functional teams and external vendor partners to drive flawless execution of complex, multi-stakeholder platform initiatives on time and within budget Act as a confident and independent voice at the interface between PSS and Digital, able to challenge either side constructively when warranted to achieve the best possible outcome Proactively identify and mitigate risks, resolve conflicts, and remove barriers to execution through strong influencing skills and executive presence Business Requirements and UAT Ownership Serve as the accountable Business Owner for User Acceptance Testing (UAT) across platform releases, ensuring the team fulfils its end-to-end UAT responsibilities including test case input, execution oversight, and go/ no-go sign off in line with Sanofi policy. Oversee the team’s ownership of Business Requirements Documents (BRDs), ensuring requirements are developed collaboratively with Therapy Areas, Product Owners and other functions, and that they consistently meet the standard required for build readiness Establish and embed team practices and quality standards for BRD development and UAT execution, ensuring the team has the structure, support, and process clarity to perform these accountabilities consistently across releases and TAs Strategic Vision & Product Ownership Serve as the strategic product owner for PSS platform solutions, defining vision, roadmap, and prioritization of features that deliver measurable business value and enhanced patient outcomes Drive automation and evolution of the CRM ecosystem enabling integrated innovation Accountable for PSS roadmap ownership to include new launches, innovation and optimization of current systems Owner of business process documentation, alignment, grooming, release communication and training of system changes Innovation Collaborate with Head of Program Operations, Digital, and PSS Innovation to architect advanced analytics and real-time intelligence capabilities that transform platform data into actionable insights, predictive analytics, and strategic business intelligence that drives continuous optimization and innovation beyond traditional reporting Enterprise Focus & Scalability Apply enterprise-level thinking to design scalable, future-proof platform solutions that can be leveraged across multiple therapy archetypes, ensuring consistency, interoperability, and efficiency at scale Lead end-to-end enterprise solutioning by connecting business needs across diverse therapy archetypes to unified platform strategies that reduce redundancy and accelerate time-to-value Serve as the enterprise product owner across PSS platforms, driving a cohesive product strategy that balances therapy-specific needs with enterprise-wide standards and scalability Stakeholder Management Develop and execute comprehensive stakeholder communication strategies that ensure alignment, transparency, and buy-in across all levels of the organization, from operational teams to executive leadership Translate complex technical concepts into clear, compelling narratives for diverse audiences, facilitating informed decision-making and strategic alignment About You A minimum of a Bachelor's Degree is required A minimum of 10+ years of professional experience in the Biotech/Pharma industry is required A minimum of 5+ years of hands-on experience leading the design, implementation, and optimization of CRM systems (Salesforce, Salesforce Health Cloud, or equivalent enterprise platforms) is required A minimum of 5+ years of experience leading and managing teams Demonstrated experience building CRM solutions from the ground up, including requirements gathering, system architecture, user experience design, and post-launch optimization Proven track record of strategic thinking with the ability to envision long-term platform evolution, anticipate industry trends, and translate business strategy into actionable technology roadmaps Exceptional stakeholder management skills with demonstrated ability to build consensus, negotiate priorities, and drive alignment across multiple stakeholders with competing interests pared with the independence and confidence to constructively challenge stakeholders when direction is misaligned or standards are not being met Strong executive communication skills, including the ability to craft and deliver compelling presentations, facilitate productive meetings, and maintain clear, consistent communication across all organizational levels Demonstrated experience leading, mentoring, and developing teams of technical and functional professionals, fostering a culture of accountability, collaboration, and continuous improvement Proven product ownership capabilities including backlog management, user story development, sprint planning, and delivering iterative value in agile environments Demonstrated literacy across delivery and program tooling, including Jira or equivalent platforms, with the ability to operate within and set standards for how the team tracks, manages, and reports on work Ability to collaborate and communicate effectively with all cross-functional groups across levels Strong presentation skills and ability to influence without direct authority Selected candidate will possess strong and proven Project Management skills Demonstrated ability to manage and execute multiple complex initiatives simultaneously while maintaining quality, meeting deadlines, and adapting to changing priorities Track record of driving measurable business outcomes through platform solutions, with strong analytical skills to define success metrics and demonstrate ROI Demonstrated enterprise thinking with the ability