[Remote] Senior Director, Patient Support Program Operations

Note: The job is a remote job and is open to candidates in USA. Praxis Precision Medicines, Inc. is a clinical-stage biopharmaceutical company focused on developing therapies for central nervous system disorders. They are seeking a Senior Director of Patient Support Program Operations to operationalize the Relutrigine Patient Support Program, ensuring seamless execution across various teams and maintaining compliance while enhancing patient experience.

Responsibilities

• Operationalize the HUB: Stand-up core PSP operations including intake pathways, process flows, SOPs, training materials, call guides, FAQs, and quality controls
• Support Salesforce CRM build and systems integrations: Partner with vendor partners and technology teams to support CRM configuration, data flows, and end-to-end systems integrations; ensure tools are connected, functional, and aligned to HUB workflows; willing to explore and implement AI-powered features, automation capabilities, and emerging integrations to drive operational efficiency and unlock new ways of working
• Build, manage and lead day-to-day operations: Recruit, onboard, develop and performance manage a high-performing patient support team, establishing clear roles, accountability structures, and a culture of excellence ahead of launch
• Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable
• Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, MSLs, market access, and vendor partners; serve as the primary operational liaison across commercial, medical, legal, and market access functions, influencing without authority to drive alignment
• Own the patient and HCP experience: Take end-to-end ownership of the patient and HCP journey, ensuring every touchpoint is seamless, compliant, and centered on access and support outcomes
• Manage escalations: Own complex case escalations, patient safety events, and adverse event reporting pathways, ensuring timely resolution and appropriate documentation
• Vendor oversight and management: Formally manage vendor performance, contract adherence, and relationships; where applicable, lead or support HUB vendor evaluation and onboarding
• Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance
• Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk
• Stakeholder reporting: Provide regular updates to senior leadership on program performance, KPIs, risks, and operational health
• Own budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignment
• Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runway
• Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day one

Skills

• Rare disease experience is required; candidates without direct rare disease PSP or HUB experience will not be considered
• Direct experience managing internal HUB operations is required; this is not a role for candidates whose experience is limited to oversight of fully outsourced models
• 7+ years of progressive experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs within the rare disease environment
• Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings; direct experience launching a program from inception, not just managing an existing one
• Strong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performance
• Demonstrated cross-functional leadership and ability to influence without authority across commercial, medical, legal, and market access teams
• Proven change management skills with the ability to build, pivot, and adapt quickly in a fast-moving, pre-launch environment
• Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance
• Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk
• Own budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignment
• Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runway
• Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day one
• Experience with small patient populations, named patient programs, or rare disease registry requirements strongly preferred
• Hands-on experience configuring or administering a Salesforce CRM platform within a patient services or HUB environment strongly preferred
• Demonstrated curiosity and willingness to explore AI-driven tools, workflow automation, and innovative technology integrations — bringing a solutions-oriented, outside-the-box mindset to operational challenges

Benefits

• 99% of the premium paid for medical, dental and vision plans
• Company-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage
• Match dollar-for-dollar up to 6% on eligible 401(k) contributions
• Long-term stock incentives and ESPP
• Discretionary quarterly bonus
• An extremely flexible wellness benefit
• Generous PTO
• Paid holidays and company-wide shutdowns

Company Overview