Director, Patient Services Strategy & Operations

Dompé is an Italian bio-pharmaceutical company that focuses on innovation, where a long tradition in the field of personal wellness goes hand-in-hand with a commitment to research and development to meet unsatisfied therapeutic needs. 
Established in 1940 in Milan, Dompé has an industrial and biotech research hub in L’Aquila, in addition to branches in Europe (Barcelona, Berlin, Paris and Tirana). The company has approximately 900 employees. The US headquarters of Dompé are based in Boston (R&D) and in the San Francisco Bay Area (Commercial Operations). 

Job Summary:

At Dompé, we are committed to transforming the experience for patients living with rare disease. We are seeking a Director or Senior Director of Patient Services Strategy & Operations to lead the evolution of our patient support model and drive operational excellence across the end-to-end patient journey.

This is a second-line leadership role with responsibility for both strategy and execution, overseeing the Patient Access Managers (PAM) team and leading enterprise-wide transformation of our patient services ecosystem. The role will shape how we deliver access, affordability, and adherence support—ensuring patients start and stay on therapy as quickly and seamlessly as possible.

The ideal candidate brings deep expertise in patient services, field leadership, specialty pharmacy and/or HUB operations, paired with a strong ability to lead through complexity, influence cross-functional stakeholders, and build scalable infrastructure to support future growth.

Essential Functions:

Patient Services Strategy & Transformation
•    Lead the ongoing transformation of Dompé’s patient services model, evolving capabilities to improve time to therapy, conversion, and patient experience 
•    Define and execute a future-state patient support strategy, including digital enablement and optimized service delivery models 
•    Identify and implement innovative approaches to reduce access friction across the patient journey, from prescription through therapy completion 
•    Refine KPIs and performance frameworks to measure success across patient services programs 

Operations & Execution Excellence
•    Oversee end-to-end patient services operations, including HUB services, benefit verification, prior authorization support, financial assistance, and specialty pharmacy coordination 
•    Drive continuous improvement in time to therapy, patient onboarding, and adherence outcomes 
•    Partner closely with Specialty Pharmacy and HUB partners to ensure seamless execution and high-quality patient and provider experiences 
•    Ensure operational scalability to support both current brands (e.g., Oxervate) and future product launches 

Vendor & Alliance Management
•    Provide strategic oversight of key external partners through direct leadership of the Associate Director responsible for alliance management 
•    Optimize performance of HUB and specialty pharmacy partners, including service levels, staffing models, and cost efficiency 
•    Lead vendor strategy, including contract optimization, performance management, and long-term capability planning 

Field Leadership (Patient Access Team)
•    Lead and develop a national team of Patient Access Managers (PAMs) through a layered leadership model 
•    Set strategic direction for field reimbursement and patient access engagement with healthcare providers 
•    Ensure alignment between field execution and patient services strategy, enabling consistent and compliant support 
•    Build a high-performing team culture focused on accountability, collaboration, and patient impact 

Data, Technology & Infrastructure
•    Partner with Data, IT, and Digital teams to design and build patient services infrastructure, including data visibility, reporting, and workflow optimization 
•    Support the advancement of data integration across HUB, specialty pharmacy, and internal systems 
•    Champion use of analytics to inform decision-making and continuously improve program performance 

Cross-Functional Leadership
•    Collaborate with Commercial partner, Market Access, Legal/Compliance, and Commercial Center of Excellence to ensure aligned and integrated execution 
•    Serve as a key internal expert on patient access and services strategy ideally in rare disease 
•    Represent patient services in executive-level forums and strategic planning discussions 

Experience & Education:

•    Bachelor’s degree in Business, Life Sciences, Public Health, or related field 
•    10+ (Director), 12+ (Senior Director) years of relevant experience in the pharmaceutical or biotech industry 
•    5+ (Director), 7+ (Senior Director) years of leadership experience in patient services, HUB operations, or specialty pharmacy 
•    Proven track record of leading complex, cross-functional initiatives and transformation efforts 
•    Experience managing external vendors and service providers (e.g., HUB, specialty pharmacy, Field Reimbursement team, Patient Access Managers/Liaisons) 
•    Strong understanding of U.S. reimbursement landscape, including Medicare Part D, commercial payers, and access challenges in specialty/rare disease 

Preferred but not required experience, knowledge, skills

•    Advanced degree (MBA, MPH, PharmD, or equivalent) 
•    Experience leading field reimbursement or patient access teams 
•    Deep expertise in specialty product patient support models 
•    Experience building or enhancing data and digital infrastructure for patient services 
•    Demonstrated success in improving time to therapy, conversion, and patient experience metrics 
•    Experience supporting product launches or scaling patient services for growth brands 

Salary Range: $220,000 - $240,000 per year

BENEFITS OF JOINING OUR TEAM
•    Comprehensive medical benefits: we value access to healthcare for our patients as well as our employees
•    Generous vacation / holiday time off: we care about our employees and encourage a balanced lifestyle
•    Competitive 401(K) matching

At Dompe, we offer an attractive compensation package to our team members. Any offer would include a competitive base salary (estimate shared above), incentive bonus, and benefits package customary to the position. Actual individual pay is determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.

We believe that the unique contributions of all employees create our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.