Associate Director, Patient Support Services Operations

Cytokinetics is a specialty cardiovascular biopharmaceutical company, building on its over 25 years of pioneering scientific innovations in muscle biology, and advancing a pipeline of potential new medicines for patients suffering from diseases of cardiac muscle dysfunction.

The Associate Director, Patient Support Services (PSS) Operations is responsible for the execution, and optimization of patient support programs to ensure a seamless, patient-centric experience across the treatment journey. This role oversees day-to-day operations of patient support services—including access, reimbursement, affordability programs, adherence support, and specialty pharmacy coordination—typically delivered through third-party partners.

This candidate will drive operational excellence, ensuring patients, caregivers, and healthcare providers receive high-quality, timely support that enables efficient access to therapy. The Associate Director will partner cross-functionally to align PSS strategy with business objectives while maintaining a strong focus on patient experience, compliance, and performance.

This is a great opportunity to grow and develop in a fast, entrepreneurial collaborative environment, and help move the needle with a rapidly growing company. This position will report to the Head of Treatment Experience.

Key Responsibilities

Patient Support Operations

Lead the operational execution of Patient Support Services, ensuring delivery of best-in-class support across access, affordability, and adherence programs

Oversee relationships with outsourced vendors (e.g., hub providers), establishing governance, performance management, and accountability structures

Ensure consistent, high-quality service delivery aligned with company standards and patient needs ensuring compliance across services

Manage Escalations from Vendors and Field teams on individual patient cases

Work closely with the REMS operations team to ensure a seamless experience for HCPS and Patients

Be familiar with internal material review process submissions and content pull through.

Design and continuously improve the end-to-end patient journey, from prescription through ongoing therapy

Identify pain points across the patient and provider experience and implement solutions to enhance satisfaction and outcomes

Establish and monitor key experience metrics (e.g., time to therapy, case resolution, patient/provider satisfaction)

Oversee development and maintenance of SOPs, work instructions, and training materials

Vendor & Program Management

Act as the primary point of contact for external patient support vendors

Monitor vendor performance against KPIs and SLAs, ensuring compliance and continuous improvement

Lead regular business reviews, issue resolution, and program enhancements

Cross-Functional Collaboration

Partner with Market Access, Commercial, Medical Affairs, Trade & Distribution, Compliance, Legal, and Data & Insights teams

Ensure alignment of patient support strategy with brand objectives, product lifecycle, and access strategy

Data, Reporting & Continuous Improvement

Define and track key performance indicators for PSS effectiveness and operational efficiency

Leverage data and analytics to generate insights and inform decision-making

Identify trends and proactively implement process improvements and innovations

Financial & Resource Management

Manage PSS operational budget, including vendor contracts and program costs for assigned vendors

Optimize resource allocation to maximize program impact and efficiency

Support forecasting and long-range planning for patient support programs

Qualifications

Bachelor’s degree required; advanced degree (MBA, MPH, or equivalent) preferred

7+ years of experience in biopharma, with significant experience in patient support services, market access, or reimbursement operations

Strong expertise in access and reimbursement processes, specialty pharmacy, and patient affordability programs

Experience managing third-party vendors or hub service providers

Experience supporting product launches and/or scaling patient support programs

Knowledge of regulatory and compliance requirements related to patient support programs (REMS experience is a plus)

Excellent written and oral communication skills to effectively convey complex information to stakeholders

Key Competencies

Patient-first mindset with a strong focus on experience and outcomes

Operational excellence and process improvement expertise

Strong analytical and data-driven decision-making skills

Proven ability to lead cross-functional initiatives and drive alignment

Excellent communication, stakeholder management, and influencing skills

Ability to thrive in a fast-paced, evolving environment

Location & Travel

This position requires up to 30% travel, primarily to vendor locations and between corporate offices in Radnor, PA and South San Francisco, CA.

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Pay Range:

The expected salary range for this position based on the primary location of Radnor, PA is $192,600-$224,700. The base pay offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. Base salary is just one component of our competitive total compensation package, which includes equity in the form of stock options and/or restricted stock units, comprehensive health, dental, vision, life and disability insurance coverage, 401k retirement benefits with employer match, learning and wellness stipends, and paid time off. Note that benefits are subject to change and may vary based on jurisdiction of employment.

Our employees come from different backgrounds, and we celebrate those differences. We are looking for the best candidates for our open roles, but do not expect applicants to meet every qualification in order to be considered. If you are excited about what you could accomplish at Cytokinetics and believe you can add value to our team, we would love to hear from you.

Please review our General Data Protection Regulation (GDPR) policy PRIOR to applying.

Our passion is anchored in robust scientific thinking, grounded in integrity and critical thinking. We keep the patient front and center in all we do – all actions and decisions are in service of the patient and their caregivers. We champion integrity, ethics, doing the right thing, and being our best selves.

Fraud Warning: How to Identify Impersonated Cytokinetics Job Postings and Offers

Recently, there have been fraudulent employment offers being sent to candidates on behalf of Cytokinetics. Please be advised that all legitimate offers from Cytokinetics will come directly from our official email domain (Cytokinetics.com) and will only be made after completing a formal interview process.

Here are some ways to check for authenticity:

We do not conduct job interviews through non-standard text messaging applications

We will never request personal information such as banking details until after an official offer has been accepted and verified

We will never request that you purchase equipment or other items when interviewing or hiring

If you are unsure about the authenticity of an offer, or if you receive any suspicious communication, please contact us directly at talentacquisition@cytokinetics.com

Please visit our website at: www.cytokinetics.com

Cytokinetics is an Equal Opportunity Employer