[Remote] Senior Director, Patient Support Program Operations

Note: The job is a remote job and is open to candidates in USA. Praxis Precision Medicines, Inc. is a clinical-stage biopharmaceutical company focused on developing therapies for central nervous system disorders. They are seeking a Senior Director of Patient Support Program Operations to operationalize the Relutrigine Patient Support Program, ensuring seamless execution across various teams and maintaining compliance while enhancing patient experience.ResponsibilitiesOperationalize the HUB: Stand-up core PSP operations including intake pathways, process flows, SOPs, training materials, call guides, FAQs, and quality controlsSupport Salesforce CRM build and systems integrations: Partner with vendor partners and technology teams to support CRM configuration, data flows, and end-to-end systems integrations; ensure tools are connected, functional, and aligned to HUB workflows; willing to explore and implement AI-powered features, automation capabilities, and emerging integrations to drive operational efficiency and unlock new ways of workingBuild, manage and lead day-to-day operations: Recruit, onboard, develop and performance manage a high-performing patient support team, establishing clear roles, accountability structures, and a culture of excellence ahead of launchEstablish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountablePartnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, MSLs, market access, and vendor partners; serve as the primary operational liaison across commercial, medical, legal, and market access functions, influencing without authority to drive alignmentOwn the patient and HCP experience: Take end-to-end ownership of the patient and HCP journey, ensuring every touchpoint is seamless, compliant, and centered on access and support outcomesManage escalations: Own complex case escalations, patient safety events, and adverse event reporting pathways, ensuring timely resolution and appropriate documentationVendor oversight and management: Formally manage vendor performance, contract adherence, and relationships; where applicable, lead or support HUB vendor evaluation and onboardingEmbed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and ComplianceDrive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and riskStakeholder reporting: Provide regular updates to senior leadership on program performance, KPIs, risks, and operational healthOwn budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignmentOwn launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runwayTranslate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day oneSkillsRare disease experience is required; candidates without direct rare disease PSP or HUB experience will not be consideredDirect experience managing internal HUB operations is required; this is not a role for candidates whose experience is limited to oversight of fully outsourced models7+ years of progressive experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs within the rare disease environmentProven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings; direct experience launching a program from inception, not just managing an existing oneStrong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performanceDemonstrated cross-functional leadership and ability to influence without authority across commercial, medical, legal, and market access teamsProven change management skills with the ability to build, pivot, and adapt quickly in a fast-moving, pre-launch environmentEmbed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and ComplianceDrive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and riskOwn budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignmentOwn launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runwayTranslate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day oneExperience with small patient populations, named patient programs, or rare disease registry requirements strongly preferredHands-on experience configuring or administering a Salesforce CRM platform within a patient services or HUB environment strongly preferredDemonstrated curiosity and willingness to explore AI-driven tools, workflow automation, and innovative technology integrations — bringing a solutions-oriented, outside-the-box mindset to operational challengesBenefits99% of the premium paid for medical, dental and vision plansCompany-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverageMatch dollar-for-dollar up to 6% on eligible 401(k) contributionsLong-term stock incentives and ESPPDiscretionary quarterly bonusAn extremely flexible wellness benefitGenerous PTOPaid holidays and company-wide shutdownsCompany OverviewPraxis Precision Medicines is a clinical-stage biopharmaceutical company translating genetic insights into the development of therapies for central nervous system disorders characterized by neuronal imbalance. It was founded in 2015, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 51-200 employees. Its website is https://praxismedicines.com/.