Patient Support Program Manager

Galderma; Vaughan; Hybrid; CAD 118,000 - 147,000; Full time

Job summary

A leading dermatology company in Vaughan, Canada, is seeking a Patient Services Manager to drive the strategic evolution and operational excellence of their Patient Support Program. This hybrid role involves working closely with cross-functional teams and third-party vendors to enhance patient and healthcare professional experiences. The ideal candidate will have a strong background in pharmaceuticals, at least 8 years of experience, and proficiency in strategy, data analysis, and financial management. The annual base salary ranges from 118,000 to 147,000 CAD.

Qualifications

• Minimum 8 years’ experience in pharmaceuticals or specialty biologics.
• At least 3 years in a PSP management, operations, or related role.
• Deep understanding of patient support program operations.

Responsibilities

• Lead the strategic development of the GPS program.
• Oversee PSP operations and vendor performance.
• Manage program budgets and financial forecasting.

Skills

Strategic thinking

Stakeholder engagement

Data analysis

Financial management

Project management

Bilingual (English/French)

Education

Bachelor’s degree in Life Sciences, Health Administration, Nursing, Pharmacy, or a related field

Tools

MS Office

CRM tools (e.g., Salesforce)

Job description

Overview

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.

At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact.

Galderma Patient Services Manager is responsible for driving the strategic evolution and operational excellence of Galderma’s Patient Support Program. This role ensures best-in-class patient and healthcare professional (HCP) experience for a recently launched biologic therapy by leading program strategy, managing vendor performance, and leveraging insights to inform brand and market access initiatives.

This role, reporting into the Head of Market Access & Patient Experience, collaborates closely with third-party vendors, cross-functional teams, and external stakeholders to deliver innovative, compliant, and patient-centric solutions.

This is a hybrid position with three days on site at Galderma Toronto office and the annual base salary range is 118,000 to 147,000 CAD.

Responsibilities

PSP Strategy Leadership

• Lead the strategic development and continuous evolution of the GPS program based on Canadian PSP landscape trends, competitive benchmarking, and best practices.
• Identify opportunities for innovation, efficiency, and differentiation to enhance patient and HCP experience and align with brand objectives.
• Integrate insights into go-to-market strategies and ensure alignment with market access and reimbursement frameworks.

Operational Excellence

• Oversee PSP operations and ensure third-party vendor performance meets Galderma standards.
• Support and optimize program performance through coaching, KPI monitoring, and escalation management.

Patient & HCP Journey Management

• Ensure seamless navigation of patients and HCPs through the GPS program, including enrollment, onboarding, adherence, and ongoing support.

Data Analysis & Insights

• Track and analyze program metrics (e.g., KPIs, patient numbers, co-pay averages, access rates, etc.) to garner insights to inform business strategy and identify improvement areas.

Subject Matter Expertise

• Serve as the SME for the GPS program, Canadian PSP landscape, and reimbursement processes.
• Provide guidance on best practices, evolving trends, and compliance requirements to ensure program excellence and strategic alignment.

Cross-functional Collaboration

• Partner with marketing, market access, and sales teams on asset development, tactical strategies, and stakeholder engagement.

Financial Management

• Manage program budgets, invoice reconciliation, and cost forecasting.

Escalation Management

• Act as the central point of contact for complex or sensitive cases involving free product, co-pay support, or patient/HCP issues.

Compliance & SOP Development

• Develop and maintain SOPs, training materials, and compliance documentation across legal, medical, and regulatory domains.

Other

• Demonstrate honesty and integrity, and model behaviors consistent with Galderma’s Four Commitments, company standards and policies.
• Demonstrate agility and adaptability in learning new technologies and business processes.
• Perform other related responsibilities, as assigned, to support departmental and organizational objectives.

Qualifications

• Bachelor’s degree in Life Sciences, Health Administration, Nursing, Pharmacy, or a related field; advanced degree (MBA) considered an asset.
• Minimum 8 years’ experience within pharmaceuticals or specialty biologics, with at least 3 years in a PSP management, operations, or related role with proven experience managing third-party PSP vendors.
• Deep understanding of patient support program operations, the Canadian PSP landscape, payer environment and reimbursement processes
• Strong strategic thinking, execution, and stakeholder engagement skills.
• Analytical proficiency in KPI tracking, data analysis, and insights reporting.
• Financial acumen with experience in budgeting, cost forecasting, and vendor financial management.
• Agile project management skills; PMP certification is an asset.
• Knowledge of regulatory requirements for PSPs in Canada.
• Proficiency in MS Office and CRM tools (e.g., Salesforce).
• Experience in dermatology and/or biologics is highly preferred.
• Bilingual (English/French) is desirable.