Senior Manager, Patient Assistance Programs, Operations & Analytics

Job description

Role Summary The Senior Manager, Patient Assistance Programs, Operations & Analytics is responsible for managing Pfizer’s Patient Assistance Programs across Business Units, including Specialty Care, Oncology, and Primary Care. This role combines oversight of PAP operations and vendor performance with responsibility for leveraging data to provide actionable insights that support program strategy, performance monitoring, operational improvements, forecasting, risk identification, and leadership decision-making. The individual will monitor operational, financial, and patient journey performance; strengthen data quality and reporting; and identify trends, risks, and opportunities for improvement. The role will collaborate cross-functionally and with external vendors to drive consistent program execution and data-informed decision-making. Role Responsibilities The Senior Manager will oversee PAP operations, vendor performance, reporting, and analytics across Pfizer’s Patient Assistance Programs, including the Institutional Patient Assistance Program. Key responsibilities include: Analytics, Reporting, and Insights: Serve as an analytics and insights partner to the PAP team, using data to inform program strategy, operational decisions, and leadership decision-making. Translate complex data and reporting into concise insights, recommendations, and leadership-ready presentations. Develop and maintain forecasting models for patient volumes, product demand, operational capacity, and budget planning; evaluate actual performance against forecasts and explain material variances, risks, and opportunities. Analyze PAP enrollment, eligibility, utilization, prescription, refill, fulfillment, call center, financial, and patient journey data across the portfolio to identify trends, risks, performance gaps, and improvement opportunities. Develop and maintain dashboards, scorecards, executive summaries, and recurring reports that provide a clear view of program and vendor performance. Define and monitor key performance indicators and service-level measures across PAP programs and vendors. Conduct targeted analyses to determine the scope, drivers, and impact of operational issues and recommend appropriate actions. Establish processes and controls to validate vendor-reported data and improve the accuracy, consistency, and timeliness of program reporting. Partner with vendors and internal stakeholders to investigate data discrepancies and control gaps, identify root causes, and implement corrective actions. Support reporting for the Pfizer Patient Assistance Foundation Board of Directors, the PAP Steering Committee, Pfizer Inc. Patients Treated reporting, and other approved stakeholders. Identify opportunities to standardize, automate, and improve recurring reporting and analytical processes. Use pre- and post-implementation measures to evaluate whether program or process changes achieve their intended results. Program Operations and Vendor Management: Manage PAP operations across Business Units to support a consistent and effective experience for patients and healthcare providers. Define and monitor vendor performance against business rules, SLAs, quality measures, cost expectations, contractual requirements, and operational outcomes. Manage vendors responsible for PAP administration, including call center operations, application processing, enrollment, refill support, and medicine fulfillment. Lead cross-functional PAP initiatives, managing scope, timelines, dependencies, risks, and stakeholder expectations through implementation. Partner with Patient Services BU Hub Lead(s) to align PAP business rules and establish ways of working that support seamless handoffs and an optimized patient journey into PAP. Partner with Supply Chain, Logistics, the Memphis Distribution Center, Finance, and vendors to align forecast assumptions and support product, capacity, and financial planning. Engage with applicable field-facing colleagues to provide guidance on program requirements, as needed. Ensure PAP operations comply with applicable federal and state requirements, the Pfizer PAP/IPAP Standard Operating Procedure, Patient Support Program Compliance Requirements, and relevant quality and privacy standards. Oversee the resolution and appropriate escalation of operational issues, including shipping challenges, product delays, and patient appeals. Lead and support SOW development and approvals, and manage vendor budgets to ensure alignment with financial forecasts and contractual requirements. Ensure vendor adherence to applicable Pfizer program, digital, safety-reporting, privacy, compliance, and operational requirements, including adverse-event reporting. Digital Platforms and Program Communications: Manage PAP-related content across Pfizer RxPathways, PAP Connect, online enrollment, and other applicable platforms to ensure information is accurate, current, and aligned with program requirements. Partner with Pfizer Digital, external agencies, and internal stakeholders to implement platform enhancements and improve the digital enrollment, refill, and engagement experience for patients, caregivers, and healthcare providers. Review website and platform performance metrics to identify trends, user-experience gaps, and opportunities to increase adoption and improve engagement. Translate PAP eligibility requirements and operational processes into clear, user-friendly communications for patients, caregivers, and healthcare providers. Coordinate the development, review, and approval of program communications, digital content, educational materials, training resources, and presentations, ensuring alignment with applicable legal, compliance, privacy, and operational requirements. Basic Qualifications Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact. Bachelor’s degree required; advanced degree in business, analytics, public health, healthcare administration, finance, or a related field preferred. 6+ years of experience required with Bachelors; 5+ years of experience required with MBA/MPH/master's degree; 1+ year of experience required with PhD or JD. Experience required in patient services, patient access, PAP operations, healthcare operations, business analytics, management consulting, or a related field required. Demonstrated knowledge of patient assistance program operations, including eligibility, enrollment, prescription and refill activity, fulfillment, reimbursement, and patient access workflows. Experience developing dashboards, scorecards, forecasts, executive summaries, and recurring performance reports, including monitoring KPIs, SLAs, and material variances. Advanced proficiency in Excel and PowerPoint, including experience analyzing complex information and developing leadership-ready presentations. Demonstrated experience analyzing data to identify trends, investigate performance issues, and recommend actions. Demonstrated experience managing vendors, operational performance, budgets, and cross-functional deliverables. Working knowledge of Power BI, Tableau, or a comparable data-visualization platform. Experience validating data from multiple sources, identifying discrepancies, and partnering with internal teams and vendors to resolve data-quality issues. Clear understanding of U.S. health insurance and reimbursement mechanisms. Demonstrated success operating in a fast-paced, matrixed environment. Strong project management and organizational skills, including the ability to manage multiple competing priorities. Exceptional written and verbal communication skills, with experience presenting to leadership and cross-functional stakeholders. Other Job Details: Last Date to Apply for Job: October 26, 2026 Location: New York Headquarters