Sr Manager, Patient Support Services

At Gilead Sciences Canada Inc. we take pride in being recognized as one of Greater Torontos Top Employer 2024. Click here to find out why Gilead Sciences Canada is a top employer!

Chez Gilead Sciences Canada Inc. nous sommes fiers dêtre reconnus comme lun des meilleurs employeurs du Grand Toronto pour 2024. Cliquez ici pour en savoir plus sur les raisons de notre succès.

At Gilead were creating a healthier world for all people. For more than 35 years weve tackled diseases such as HIV viral hepatitis COVID-19 and cancer working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the worlds biggest health challenges and our mission requires collaboration determination and a relentless drive to make a difference.

Every member of Gileads team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions and were looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future you are the key driver in evolving our culture and creating an environment where every employee feels included developed and empowered to fulfil their aspirations. Join Gilead and help create possible together.

Job Description

At Gilead were creating a healthier world for all people. For more than 35 years weve tackled diseases such as HIV viral hepatitis COVID-19 and cancer working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the worlds biggest health challenges and our mission requires collaboration determination and a relentless drive to make a difference.

Every member of Gileads team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions and were looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future you are the key driver in evolving our culture and creating an environment where every employee feels included developed and empowered to fulfil their aspirations. Join Gilead and help create possible together.

Job Description

The Sr. Manager Patient Support Services will lead the design development and execution of patient support services for Gileads Liver this key leadership role you will oversee the management of patient support programs ensuring highquality service delivery driving continuous improvement and leveraging data digital and AIenabled solutions to inform actionable strategies and improve program efficiency. This role requires a strong bias for innovation with accountability for identifying and scaling automation AI and digital technologies that enhance patient and HCP experience accelerate access and improve the sustainability of PSP operations. You will be instrumental in aligning program objectives with brand strategy ensuring services effectively meet the evolving needs of patients and stakeholders. As a leader within Patient Support Services (PSP) you will demonstrate a bias for action a commitment to excellence and a passion for improving patient outcomes. This position reports to the Director Patient Support Services and is part of the Canadian Commercial Operations team based in Mississauga Ontario.

Key Responsibilities

• Oversee and manage the daily operations of assigned patient support programs ensuring seamless service delivery and a consistently highquality patient and stakeholder experience.

• Develop and lead program strategies aligned to PSP objectives and brand vision including defining and tracking KPIs to measure performance experience and impact.

• Ensure strong program governance compliance and audit readiness while demonstrating effective vendor contract and budget management.

• Lead and optimize thirdparty vendor partnerships to drive innovation automation and digital enablement delivering measurable improvements in efficiency experience and outcomes.

• Lead innovation and digital transformation initiatives within PSP including the evaluation piloting and scaling of AIenabled automated and digital solutions that reduce manual effort and operational complexity.

• Drive continuous improvement initiatives through process redesign automation and datadriven insights to reduce timetotherapy and enhance the patient and HCP journey.

• Develop and maintain operational and program materials recommend changes to program structure or policies and oversee implementation of program enhancements.

• Lead internal planning processes including RFPs and program launches ensuring alignment with strategic priorities.

• Cultivate external relationships with customers and organizations that play a critical role in the disease area to advance patientcentric program innovation.

• Deliver comprehensive program reporting and analysis leveraging automated dashboards and advanced analytics to provide actionable insights on performance efficiency patient experience and ROI.

• Partner with Finance and crossfunctional teams to track expenditures forecast operational costs identify opportunities to reduce cost per patient and reinvest savings into technologyenabled solutions.

• Collaborate closely with crossfunctional partners to generate insights that drive strategic decisionmaking maintaining a patientfirst approach.

• Support the Director of Patient Support Services with departmentwide initiatives and execution of the broader PSP strategy.

Knowledge Experience & Skills:

• 8 years of experience in the biotech or pharmaceutical industry required

• 5 years of experience leading patient support programs required

• Bachelors degree in Science Business or Marketing required

• Fluency in French preferred

• Proven ability to develop and execute strategic plans with a strong customer and patientcentric focus

• Demonstrated strength in vendor governance contract negotiation and operational oversight

• Experience or strong aptitude for applying AI automation and digital technologies to improve efficiency decisionmaking and patient or customer experience

• Strong data and analytics capabilities including comfort working with dashboards and translating insights into action

• Proven ability to collaborate and influence in a highly matrixed environment including engagement with senior leadership and brand partners

• Strong organizational skills attention to detail and ability to execute with urgency

• Proactive and resultsoriented with a strong bias for innovation continuous improvement and willingness to challenge traditional ways of working

• Demonstrates curiosity agility and openness to experimentation

• Actively seeks opportunities to improve how work gets done through digital tools and automation

• Builds strong crossfunctional partnerships to test learn and scale new approaches

• Models patientfirst and innovationready behaviors for the broader PSP team

Gilead Core Values:

• Integrity (always doing the right thing)

• Teamwork (collaborating in good faith)

• Excellence (working at a high level of commitment and capability)

• Accountability (taking personal responsibility)

• Inclusion (encouraging diversity)

Gilead Leadership Commitment:

• I AM BOLD in aspiration and AGILE in execution.

• I CARE and make time for people.

• I LISTEN speak openly and explain the why.

• I TRUST others and myself to make sound decisions.

• I OWN the impact of my words and actions.

We are committed to creating a healthier world for everyone no matter the challenges ahead of us. Through bold and transformative science were driving innovation that has the potential to become the next generation of life-changing medicines. Our ambition is evident in our mission. Because the impossible is not impossible. Its whats next.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.