Job Description
Owns day-to-day adherence operations for assigned brands or therapeutic areas, primarily focused on CRM configuration, companion app management, refill reminders and coordination oversight. Serves as the primary adherence operations contact for assigned brand teams to ensure patients on those brands have a consistent, coordinated adherence experience across all digital and vendor-managed touchpoints.
Key Responsibilities
Points of Collaboration
Manage day-to-day CRM operations for relevant brands: campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution
Oversee companion app management for relevant brands: content update coordination, user experience issue tracking, and vendor communication for fixes and releases
Monitor refill coordination program performance for relevant brands: ensuring vendor-managed outreach is meeting refill timing targets and SLAs
Monitor adherence metrics for relevant brands daily and weekly: refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators
Execute brand-specific adherence program configurations within the CRM: setting up new campaigns, adjusting outreach rules, and updating content for launches
Coordinate with hub operations teams (Access, Affordability) to ensure adherence touchpoints are sequenced correctly for assigned brands
Flag operational issues and performance gaps to surface CRM workflow failures, vendor SLA misses, and drop-off spikes as they happen
Support post-launch adherence operationalization, including identification of adherence challenges, workflow updates, and program refinement
D, Patient Adherence Operations: Reporting relationship; brand assignments, performance standards, escalation support, vendor strategy input
Brand teams (assigned TA/brands): Brand-specific campaign setup, content updates, launch coordination, and ongoing adherence program optimization
CRM, refill, and counseling vendors: Day-to-day vendor coordination: campaign execution, SLA tracking, issue resolution, data feed management
Hub operations teams (Access, Affordability): Ensuring adherence touchpoints are coordinated with upstream patient support for assigned brands
Patient Acceleration & Insights Ops: Supporting testing and go-live of new adherence capabilities being deployed into production for assigned brands
AD, HUB Metrics and Performance Measurement: Adherence performance data integration into CoE dashboards, metric alignment
DHH: CRM data quality, platform configuration support, integration troubleshooting for assigned brands
Necessary Skills & Competencies
5+ years in biopharma patient services, CRM operations, digital health operations, or adherence program execution
Hands-on CRM experience: campaign management, workflow configuration, data quality monitoring, and issue troubleshooting
Experience managing companion app or digital health tool operations in a production environment
Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence
Strong operational discipline to own daily execution for assigned brands; consistency and reliability are the priority
Vendor coordination skills: managing day-to-day delivery across multiple vendor types, tracking SLAs, and resolving operational issues
Required Education
Bachelor's degree in Business, Marketing, or related field; MBA preferred or equivalent degree
Preferred Skills
5+ years pharmaceutical marketing
Proven ability to innovate and deliver patient support capabilities or innovative solutions that are impactful
Exceptional knowledge of digital trends and technologies that will drive digital audience growth
Experience in planning and managing budgets across channels while achieving high volume growth targets
Ability to work in a fast paced environment with multiple changing priorities
Proven ability to work in a matrixed organization with multiple…