Associate Director, Patient Services Operational Excellence

Headquartered in Carlsbad, California, and with offices in Boston, Massachusetts, and Dublin, Ireland, Ionis has been at work for more than three decades discovering medical breakthroughs that have redefined life for people with serious diseases. We’re pioneers in RNA-targeted medicines, and our platform continues to revolutionize drug discovery and transform lives for patients with unmet needs.  With multiple marketed medicines and a leading pipeline in neurology, cardiology and select areas of high patient needs, we continue to drive innovation in RNA therapies in addition to advancing new approaches in gene editing to provide greater value to patients and are well positioned financially to deliver on our strategic goals.

At Ionis, we pride ourselves on cultivating a challenging, motivating and rewarding environment that fosters innovation and scientific excellence. We know that our success is a direct result of the exceptional talents and dedication of our employees. 

With an unprecedented opportunity to change the course of human health, we look to add diverse individuals, skill sets and perspectives to our exceptional team. We continue to invest time, money and energy into making our onsite, hybrid and remote work environments a place where solid and lasting relationships are built and where our culture and employees can thrive. 

We’re building on our rich history, and we believe our greatest achievements are ahead of us. If you’re passionate about the opportunity to have meaningful impact on patients in need, we invite you to apply and join us. Experience and contribute to our unique culture while you develop and expand your career!

ASSOCIATE DIRECTOR, PATIENT SERVICES OPERATIONAL EXCELLENCE

SUMMARY: 

The Associate Director, Patient Services Operational Excellence is a key leader within the Patient Services organization, reporting to the Executive Director, Patient Services Innovation and Operational Excellence. This role is part of the Operational Center of Excellence (CoE), responsible for evaluating and optimizing patient services operations across Ionis’ commercialized brands. 

The CoE drives strategic insights to inform operational decisions for current and future launches, while advancing continuous improvement and innovation across patient services. This role also plays a critical part in vendor oversight, ensuring best-in-class execution from external partners supporting patient access and affordability programs.

RESPONSIBILITIES:

Operational Excellence & Performance Insights 

• Monitor and analyze key performance indicators (KPIs) across Patient Services programs and operations
• Identify and communicate actionable insights beyond standard KPI reporting, with particular focus on launch-phase dynamics
• Recommend and lead deep-dive analyses to uncover drivers of performance, operational gaps, and emerging trends
• Synthesize and present findings to leadership, cross-functional stakeholders, and external partners

Continuous Improvement & Innovation 

• Identify operational pain points and opportunities for optimization aligned with brand and commercial objectives
• Gather and synthesize feedback from internal stakeholders, patients, providers, and external partners
• Develop, prioritize, and support implementation of solutions that enhance operational efficiency and patient experience
• Partner with the Innovation Lab and external collaborators to pilot new approaches and scale successful solutions

Vendor Management & Oversight 

• Support implementation and ongoing optimization of hub services and patient affordability programs
• Lead day-to-day management of Patient Services vendors, ensuring high-quality, compliant, and efficient service delivery
• Proactively identify and escalate risks, performance issues, and improvement opportunities
• Collaborate cross-functionally to ensure vendor adherence to regulatory, quality, and contractual requirements

Cross-Functional Collaboration 

• Serve as a subject matter expert on Patient Services operations across internal teams
• Partner with Commercial, Market Access, Medical, and external stakeholders to deliver a seamless, high-quality patient and customer experience
• Ensure operational strategies and execution are aligned with overall brand objectives

REQUIREMENTS: 

• Bachelor’s degree required (Business, Life Sciences, or related field). Master's degree preferred.
• At least 12 years of progressively responsible experience in pharmaceutical/biotech Patient Services operations (hub, specialty pharmacy, or affordability), or equivalent with a Bachelor's degree; or at least 8 years of experience with a Master's degree.
• Demonstrated experience in Patient Services operations, including hub services and/or access & affordability programs
• Strong understanding of specialty pharmaceuticals and patient access dynamics preferred
• Proven track record in operational excellence, process improvement, and vendor management
• Exceptional analytical, strategic thinking, and problem-solving capabilities
• Ability to translate complex operational data into clear, actionable insights for diverse audiences
• Strong interpersonal and collaboration skills; ability to influence without authority
• Highly organized with the ability to manage multiple priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite

Please visit our website, http://www.ionis.com for more information about Ionis and to apply for this position; reference requisition #IONIS003903

Ionis offers an excellent benefits package! Follow this link for more details: Ionis Benefits

Full Benefits Link: https://ionis.com/careers#:~:text=Highly%20competitive%20benefits

The pay scale for this position is $157,000 to $180,000

NO PHONE CALLS PLEASE. PRINCIPALS ONLY.

Ionis Pharmaceuticals, Inc. and all its subsidiaries are proud to be EEO employers.

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