Director, Patient Experience and Program Communications, Pain Programs and Patient Support

Job Description General Summary: The Director, Patient Experience and Program Communications will serve as a key leader within the Pain Patient Support Team, responsible for defining and driving the strategy for patient-facing and stakeholder-facing communications that support access, fulfillment, and engagement. This role will lead efforts to simplify the patient access experience by translating operational complexity into clear, compelling, and actionable messaging and resources for patients, caregivers, healthcare providers, and internal stakeholders. We are seeking a candidate with a strong track record of leadership in US commercial roles, and demonstrated success leading complex cross-functional initiatives in highly regulated environments. The ideal candidate brings strategic agility, strong organizational influence, ability to create clarity from complexity, and can effectively balance business goals and stakeholder needs.  This role will report to the Senior Director / Head of Pain Patient Support .   Key Duties & Responsibilities  Lead the strategy for patient experience and program communications across Pain Patient Support, ensuring a patient-centered and stakeholder-informed approach  Translate complex operational, access, reimbursement, and support processes into simple, clear, and effective messaging that improves understanding and reduces friction across the patient journey  Shape the long-term vision and annual strategic plan for patient support communications, access messaging, onboarding resources, and related engagement initiatives  Partner cross-functionally with HCP Marketing, Consumer Marketing, Market Access Strategy, and Trade Strategy to ensure aligned, consistent, and streamlined access experience messaging across stakeholder touchpoints  Lead the development of integrated communications, tools, and resources that support patient education, access, reimbursement, financial assistance, and fulfillment   Serve as a key leader in the creation and execution of patient-centric resources and digital assets across channels, including print, web, email, text, video, and virtual engagement platforms  Build and evolve the communications capability for the Patient Support function, identifying opportunities to innovate and enhance the patient experience based on emerging needs and external market dynamics  Lead complex cross-functional workstreams and drive alignment among internal stakeholders with differing priorities, ensuring progress against business objectives while maintaining patient centricity  Cultivate strong partnerships with Medical, Legal, Regulatory, Compliance, and the Communications Review Committee (CRC) to support timely, compliant review and execution of communications  Provide strategic direction and oversight for agency partners and external vendors, ensuring high-quality deliverables, effective resource utilization, and adherence to timelines and budgets  Collaborate with fulfillment and operational partners to ensure effective management of communications inventory, material deployment, and ordering processes  Establish measurement frameworks and success metrics for owned communications and support materials; use performance insights to optimize strategy, improve execution, and inform future investment decisions  Identify opportunities to improve how stakeholder feedback, performance data, and market insights are incorporated into communication planning and experience design  Act as a strategic thought partner to leadership on patient experience, support communications, and access-related engagement strategy  Required Education  Bachelor’s degree in Marketing, Communications, Advertising, Business, or a related field  Required Experience  10+ years of relevant experience, or the equivalent combination of education and experience, in patient support, patient engagement, consumer/patient marketing, market access communications, or other closely related commercial roles  Significant experience in the biopharmaceutical or healthcare industry, with increasing scope of responsibility and demonstrated strategic leadership  Proven success leading complex, cross-functional initiatives and influencing across matrixed organizations  Experience developing and executing patient support or access-related communication strategies in a regulated commercial environment  Demonstrated experience navigating Medical, Legal, Regulatory, and Compliance review processes  Experience leading agency partners and external vendors to deliver high-quality, on-strategy work  Required Knowledge / Skills  Exceptional strategic communication skills, with a demonstrated ability to distill complex operational and access-related processes into simple, effective messaging  Strong leadership presence with the ability to influence and align cross-functional stakeholders at multiple levels of the organization  Strong business acumen and understanding of the commercial ecosystem, including the intersection of patient support, access, marketing, and field execution  Ability to lead multiple priorities and workstreams simultaneously with strong project management, organizational, and decision-making skills  Ability to develop and execute support materials across a range of channels, including email, print, web, video, text, and virtual events  Strategic and innovative mindset, with the ability to identify creative solutions to complex business and communication challenges  Strong analytical skills, including the ability to interpret performance metrics and translate insights into actionable strategic and tactical improvements  Preferred Knowledge / Skills  Advanced degree preferred  Experience in pain, specialty therapeutics, or launch environments strongly preferred  Working knowledge of commercial marketing and operational platforms, including Veeva Vault PromoMats, Salesforce CRM,