Senior Director, Head of US Customer Experience and Patient Services

We’re here for one reason and one reason only – to cure cancer. Every moment is dedicated to developing treatments and every action moves us one step closer to our goal. We’ve made incredible scientific breakthroughs and our pioneering personalized CAR T-cell therapies have changed the paradigm. But we're not finished yet.

Join Kite, as we make even bigger advances in cancer therapies, and help shape where our business and medical science goes next.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Kite and help create more tomorrows.

Job Description

The Senior Director, Head of US Customer Experience and Patient Services reports to the Executive Director, Head of US Market Access (USMAx) and is responsible for the strategy, enablement, tactical execution, and performance of all of Kite’s US customer experience, patient access, and reimbursement support services, including Kite Konnect, Patient Navigators, Case Management, Travel & Lodging, Field Reimbursement, and the digital components of the patient and case experience. This leader partners with the Customer Experience team, Quality Assurance, Supply Chain Logistics, and other cross-functional partners to ensure optimal patient access and fulfillment of cell therapy for all eligible patients. Additionally, this individual leads Kite’s US Case Management team and is responsible for the Patient Navigator team in partnership with AssistRx. Finally, this individual is responsible to partner closely with all relevant cross-functional stakeholders to assess potential need for a field reimbursement team and potentially build out and lead this team. This person is a critical member of the USMAx Leadership Team and will work closely with the entire US team in close collaboration to achieve US business goals.

Key Responsibilities

Strategy & Program Development

• Working with Operations Lead, develop and manage SOPs for Patient Services Team to provide superior patient assistance services, enhance efficiency of team members’ roles (Case Managers, Patient Navigators, Reimbursement Specialists, etc.), to improve efficient call handling and improve external perceptions of our Kite Konnect Hub

• Lead a collaborative effort with our Patient Services lead and other cross-functional partners to coordinate unbranded materials for CAR T patients to be incorporated into future Patient Navigator role and materials on KiteKonnect.com Website

• Responsible for the continued development, maintenance, and performance of KiteKonnect.com and all relevant and connected tools and resources

• Develop call center metrics (including Patient Assistance reporting tools) to measure the teams’ successes and performance

• Sets appropriate metrics and KPIs (key performance indicators) to help monitor and measure results and performance of patient enrollment, patient support services programs, and all distribution network and agreements

Operations & Logistics

• Serves as an internal/external point-of-contact for all relevant business issues related to the Kite Konnect Hub, its patient support programs, AND all channel strategies and distribution for all cell therapies

• Oversight of commercial logistics and continually assess the process to identify opportunities for improvement

• Collaborate with all commercial functions including Account Management, Marketing, Market Access and Customer Engagement to facilitate solutions for account and patient related issues

• Develop and maintain cross functional partnerships with internal departments including but not limited to Manufacturing/Quality Assurance, Supply Chain Logistics, Clinical Development and Operations, Medical Affairs, Legal and Finance to manage the logistical coordination of the patient cell journey starting with patient enrollment through final product delivery

• Ensure adequate Standard Operating Procedures to cover the patient support services team and trade operations. Through auditing and oversight ensure operations are consistent with documented procedures

Compliance & Governance

• Work closely with Regulatory, Legal and other partners/stakeholders to ensure fully compliant practices, policies & procedures

Financial & Performance Management

• Works closely with the Finance team to track costs and forecast operational expenses

• Accountable for allocated budget across team members and ensuring budget neutrality

Training & Stakeholder Engagement

• Leads presentations and develops material for internal training of the Market Access Director teams on both a routine basis and upon request

• Develops and cultivates important and influential relationships with cross-functional business partners and stakeholders, including other Commercial Operations teams and the product brand teams, including Patient Experience and Franchise Marketing

Basic Qualifications

• Advanced scientific degree (i.e., MD, PharmD, PhD) and 12+ years of experience OR

• Master’s Degree and 12+ years of experience OR

• Bachelor’s Degree and 14+ years of experience

Preferred Qualifications

• 10+ years of related experience in a variety of relevant strategic and operational roles within the biopharma industry, including significant experience with patient access and services

• Demonstrated ability to collaborate cross-functionally and influence decision making, strategy, and execution across partners and functions

• Demonstrated high levels of emotional intelligence, situational awareness, ability to build and influence positive culture across teams

• Deep strategic experience leading change-based initiatives, home office functional teams, and/or marketing & strategy projects

• Deep understanding of the reimbursement landscape for CAR-T and the unique aspects of single case agreements, network requirements, etc.

• Strong leadership and coaching experience with a commitment to hire, develop, retain, and motivate a great team of contributors

• Demonstrated ability to deliver results, improve processes and procedures, and manage operational complexities

• Excellent strategic thinker with the ability to formulate, develop and execute strategy based on applied analytical skills and broad team and industry perspectives

• Strong knowledge of the commercial pharmaceutical market and its customers

• Demonstrated ability to recognize and interpret business issues/opportunities and make sound business judgments regarding solutions

• Ability to leverage and optimize partnerships with other functions, including Information Technology, Legal, Compliance, Financial Planning and Analysis, Supply Chain, Operations, etc.

• Ability to make decisions that balance a variety of factors to achieve optimal outcomes

• Demonstrates confidence and able to effectively influence senior business leaders

• Ability to effectively manage several direct reports according to Kite and departmental standards

• Ability to multi-task with multiple interruptions in a deadline-intensive environment

• Travel up to 30%

The salary range for this position is:

Kite considers a variety of factors when determining base compensation, including experience, qualifications, and geographic location. These considerations mean actual compensation will vary. This position may also be eligible for a discretionary annual bonus, discretionary stock-based long-term incentives (eligibility may vary based on role), paid time off, and a benefits package. Benefits include company-sponsored medical, dental, vision, and life insurance plans*.
 

For additional benefits information, visit:

https://www.gilead.com/careers/compensation-benefits-and-wellbeing

* Eligible employees may participate in benefit plans, subject to the terms and conditions of the applicable plans.

Kite is a biopharmaceutical company engaged in the development of innovative cancer immunotherapies with a goal of providing rapid, long-term durable response and eliminating the burden of chronic care. The company is focused on chimeric antigen receptor (CAR) and T cell receptor (TCR) engineered cell therapies designed to empower the immune system's ability to recognize and kill tumors. Kite is based in Santa Monica, CA. For more information on Kite, please visit www.kitepharma.com. Sign up to follow @KitePharma on Twitter at www.twitter.com/kitepharma.
 

For jobs in the United States:

Kite Pharma is committed to providing equal employment opportunities to all employees and applicants for employment, and is dedicated to fostering an inclusive work environment comprised of diverse perspectives, backgrounds, and experiences. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job related characteristics or other prohibited grounds specified in applicable federal, state and local laws. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact ApplicantAccommodations@gilead.com for assistance.

For more information about equal employment opportunity protections, please view the 'Know Your Rights' poster.

NOTICE: EMPLOYEE POLYGRAPH PROTECTION ACT
YOUR RIGHTS UNDER THE FAMILY AND MEDICAL LEAVE ACT

Kite Pharma will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, (c) consistent with the  legal duty to furnish information; or (d) otherwise protected by law.
 

Our environment respects individual differences and recognizes each employee as an integral member of our company. Our workforce reflects these values and celebrates the individuals who make up our growing team.

Kite Pharma provides a work environment free of harassment and prohibited conduct. We promote and support individual differences and diversity of thoughts and opinion.

For Current Kite Pharma Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.