Associate Director, Patient Services Operations

Overview

The Associate Director, Patient Services Operations, plays a pivotal role in driving the technology strategy that powers all Patient Services systems and operations. As the lead for the Technology Enablement pillar, this role ensures seamless system performance, serves as the primary liaison for all tech-related matters, and partners cross-functionally to operationalize and report on key programs-directly supporting the effectiveness and scalability of the Patient Services function. This role is directly accountable for delivering solutions that enable scalability, efficiency, and an improved patient and provider experience.

Key Responsibilities

* Drive the strategic vision and execution of the CRM platform, ensuring alignment with broader Commercial IT objectives. Act as the key liaison between Patient Services and cross-functional stakeholders to ensure system functionality meets evolving business

* Lead the development and continuous refinement of the CRM roadmap, overseeing the evaluation, scoping, and prioritization of enhancements that advance operational efficiency and scalability.

* Integrate robust testing and quality assurance protocols throughout the CRM development lifecycle to ensure reliable system performance, data integrity, and business continuity.

* Maintain strong collaboration with Case Management and Patient Experience Leads (PELs) to ensure the CRM system is responsive to frontline needs and effectively triage enhancement or support requests.

* Partner closely with Business Solutions and Program Management to conceptualize and deliver new features, process improvements, and technology solutions that enhance the patient and provider experience.

* Lead vendor engagement from initial requirements gathering through implementation, launch, and post-go-live optimization to ensure solution delivery aligns with scope, quality, and timeline expectations.

* Create and maintain dashboards that enable workforce management insights, performance tracking, and timely issue identification to support data-driven decision-making.

* Provide ongoing support to downstream partners and internal stakeholders by resolving system issues and facilitating continuous operational flow.

* Collaborate with the Strategic Technology team to manage and optimize all U.S. Patient Services systems, including CRM and telephony platforms.

* Draft and submit concept reviews for new vendors or technology solutions, ensuring alignment with Compliance Review Board (CRB), Legal, and Regulatory requirements.

* Maintain strict adherence to departmental SOPs and collaborate with Legal, Regulatory, and Compliance teams to uphold corporate and industry standards.

Qualifications

* Bachelor's degree required, concentration in Engineering or Business Administration a plus.

* Minimum of 8 years working with technical teams, supporting Customer Relationship Management (CRM) systems (Salesforce, Veeva, etc.)

* Excellent Project Management skills, ideally with 3-5 years' experience in the healthcare or pharmaceutical/biotech industry. Ultra-rare disease experience a plus.

* Solid understanding of the healthcare environment specifically insurance policies

* Advanced knowledge and application of MS Office (Excel, PowerPoint, Word, etc.)

* Ability to effectively communicate with all levels of management.

* Results oriented, self-organized and self-starter with a proven track record of results.

* Experience working in cross-functional teams and effective in influencing without authority.

* Ability to work independently, evaluate impact manage competing priorities.

* Exhibits exceptional interpersonal skills.

* Desire to innovate and work in a fast-paced, energetic environment.

* Highly passionate about rare disease and Alnylam's core values.

* Ability to travel up to 10% for key meetings as needed.

About Alnylam:Alnylam Pharmaceuticals (Nasdaq: ALNY) has led the translation of RNA interference (RNAi) into a whole new class of innovative medicines with the potential to transform the lives of people afflicted with rare and more prevalent diseases. Based on Nobel Prize-winning science, RNAi therapeutics represent a powerful, clinically validated approach to treating diseases at their genetic source by "interfering" with mRNA that cause or contribute to disease. Since our founding in 2002, Alnylam has led the RNAi Revolution and continues to turn scientific possibility into reality.

Our culture:Our people-first culture is guided by our core values: fiercely innovative, open culture, purposeful urgency, passion for excellence, and commitment to people, and these values influence how we work and the business decisions we make. Thanks to feedback from our employees over the years, we've been fortunate to be named a top employer around the world. Alnylam is extremely proud to have been recognized as the #1 Large Employer by Boston Globe Top Places to Work in 2023 for the third consecutive year, one of Science Magazine's Top Biopharma Employers, one of America's Most Responsible Companies for 2024 by Newsweek, a Fast Company Best Workplace for Innovators, and a Great Place to Work in Canada, France, Italy, Spain, Switzerland, and UK - among others.

At Alnylam, we commit to an inclusive recruitment process and equal employment opportunity. We are dedicated to building an environment where employees can feel that they belong, can bring their authentic selves to work, and achieve to their full potential. By empowering employees to embrace their unique differences at work, our business grows stronger with advanced and original thinking, allowing us to bring groundbreaking medicines to patients. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, ethnicity, marital status, protected veteran status, disability, or any other characteristics prohibited by law.