Associate Director, PSC Operations

The Associate Director, Patient Service Center (PSC) Operations will lead teams responsible for delivering efficient, compliant, and high-quality support to patients and healthcare providers across patient support programs. This leadership role focuses on operational excellence, service quality, and continuous improvement in a regulated healthcare environment. The successful candidate will oversee daily operations, monitor performance, and ensure teams consistently meet established service standards. Managing more than 50 direct and indirect reports, the role requires strong people leadership, coaching, and the ability to foster an inclusive, high-performing culture. Close collaboration with internal stakeholders and external partners will be essential to improving workflows and the overall patient experience. The position is fully remote within the United States, with up to 25% travel required, primarily to Pittsburgh, Pennsylvania.

• Bachelor’s degree required, preferably in Life Sciences, Business, Healthcare Administration, or a related field.

• 8–10 years of progressive experience in patient services, patient support, pharmaceuticals, biotechnology, or other healthcare-related roles.

• Demonstrated leadership experience, with the ability to inspire and develop teams while maintaining clear accountability.

• Proven ability to work effectively in a matrix environment and collaborate with cross-functional stakeholders.

• Strong analytical capabilities, including experience with data analysis, performance reporting, and digital tools used in contact center or patient service operations.

• Excellent written and verbal communication skills, learning agility, and change management experience.

• Ability to influence stakeholders without direct authority and manage competing priorities effectively.

Preferred qualifications:

• Advanced degree in a relevant field.

• Strong understanding of call center operations, patient support programs, performance metrics, and healthcare regulations.

• Experience in oncology, immunology, rare diseases, or specialty pharmacy environments.

• Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office.

• Experience across multiple disease states and therapeutic areas.

• Significant field reimbursement experience involving both medical and pharmacy benefit products.

• Ability to exercise independent judgment and manage deliverables in a fast-paced environment.

• Strong customer focus, collaboration, initiative, and results-oriented problem-solving skills.