AD, Patient Assistance Program (PAP) Performance & Insights

Boehringer Ingelheim; Ridgefield (CT); On-site; USD 141,000 - 211,000; Full time

Job summary

Boehringer Ingelheim, Ridgefield, CT, is seeking an Associate Director for PAP Performance & Insights to lead governance, analytics, and insight generation for the Boehringer Ingelheim Cares Foundation Patient Assistance Program. This role ensures a transparent, audit-defensible view of program performance, vendor accountability, and emerging risks across multiple stakeholders.

You will own data governance, build the single source of truth for PAP data, and develop executive dashboards and

Qualifications

• Bachelor’s degree required; or advanced degree in business, public health, data analytics, or related field preferred
• Seven-plus (7+) years of experience in pharmaceutical/healthcare patient support programs, data analytics, or program performance oversight
• Strong expertise in data analysis, business intelligence tools (e.g., Excel, Power BI, Tableau), and enterprise data environments
• Experience with advanced analytics, automation, or AI-enabled tools for insight generation
• Strong stakeholder management skills across vendors, internal functions, and leadership teams
• Experience developing executive-level performance reporting, governance scorecards, and Board-level analytics

Responsibilities

• Own the PAP performance governance framework, including KPI definitions, scorecards, reporting cadence, escalation pathways, and performance standards
• Serve as the central control tower for PAP performance intelligence, ensuring leadership maintains a transparent, consistent, and audit-defensible view of program performance, vendor accountability, operational health, and emerging risks
• Establish and maintain independent performance tracking, validation processes, and audit trails
• Maintain alignment among KPI definitions, contractual SLAs, Foundation objectives, governance requirements, and reporting methodologies
• Identify, assess, and elevate systemic performance risks, trends, and operational gaps requiring leadership attention
• Own and maintain the Foundation's single source of truth for PAP performance data
• Establish data governance standards, reporting methodologies, and validation processes across vendors and systems
• Develop dashboards and executive reporting that provide actionable visibility into program performance, risk, and operational effectiveness
• Leverage automation, advanced analytics, and AI-enabled tools to strengthen performance monitoring and insight generation
• Serve as the internal validator of vendor performance, including KPI, SLA tracking and service-level performance monitoring
• Review, reconcile, and validate vendor-reported information against internal data sources to ensure accuracy and transparency
• Conduct root cause analysis of performance gaps, operational inefficiencies, and issues
• Provide data-driven recommendations to appropriate operational stakeholders
• Lead the performance-driven continuous improvement strategy for the PAP
• Identify, prioritize, and recommend opportunities to improve operational performance, patient experience, reporting effectiveness, technology, training and governance processes
• Monitor and communicate the impact of implementation improvements
• Leverage call quality data, analytics, and AI-enabled tools to identify systemic trends, compliance risks, and performance gaps
• Analyze call center performance outputs (e.g., transcripts, sentiment, quality scores) to generate actionable insights
• Provide recommendations to inform training, process improvements, and compliance actions led by operational teams and vendors
• Provide data-driven insights and performance perspectives to cross-functional stakeholders to support decision-making
• Support program readiness for new product launches or major program changes through performance analysis and risk identification
• Partner with IT and Data teams to ensure integration of PAP data into enterprise systems and analytics platforms
• Support the Director of Boehringer Cares by owning data, analytics, and insight generation for Board and leadership reporting

Job description

The Associate Director, Patient Assistance Program (PAP) Performance & Insights is accountable for leading the performance governance, analytics, and insight-generation capabilities supporting the Boehringer Ingelheim Cares Foundation Patient Assistance Program. Boehringer Cares is the independent philanthropic arm of Boehringer Ingelheim and operates separately from the company's commercial business. Its mission is to improve the health and well-being of people in underserved communities. One way this is achieved is through access to healthcare initiatives, including the Boehringer Ingelheim Cares Foundation Patient Assistance Program (PAP).

This role serves as the independent owner of PAP performance intelligence, data governance, data quality and continuous improvement. The position establishes and maintains the Foundation's single source of truth for program performance and provides leadership with transparent, audit-defensible insights into program effectiveness, operational performance, vendor accountability, and emerging risks.

Working across Boehringer Cares leadership, internal stakeholders, and external vendor(s), the Associate Director drives performance transparency, risk identification, and data-informed decision making. The role does not manage day-to-day PAP operations or vendor contracts, but is accountable for independent performance oversight, validation, and insight generation.

Description

The Associate Director, Patient Assistance Program (PAP) Performance & Insights is accountable for leading the performance governance, analytics, and insight-generation capabilities supporting the Boehringer Ingelheim Cares Foundation Patient Assistance Program. Boehringer Cares is the independent philanthropic arm of Boehringer Ingelheim and operates separately from the company's commercial business. Its mission is to improve the health and well-being of people in underserved communities. One way this is achieved is through access to healthcare initiatives, including the Boehringer Ingelheim Cares Foundation Patient Assistance Program (PAP).

This role serves as the independent owner of PAP performance intelligence, data governance, data quality and continuous improvement. The position establishes and maintains the Foundation's single source of truth for program performance and provides leadership with transparent, audit-defensible insights into program effectiveness, operational performance, vendor accountability, and emerging risks.

Working across Boehringer Cares leadership, internal stakeholders, and external vendor(s), the Associate Director drives performance transparency, risk identification, and data-informed decision making. The role does not manage day-to-day PAP operations or vendor contracts, but is accountable for independent performance oversight, validation, and insight generation.

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.

Compensation Data

The base salary range for this position is $140,800 to $211,200. The position may be eligible for a role specific discretionary bonus, relocation, and/or other compensation elements. We continuously review market data and may adjust salary ranges as needed in the future. Actual compensation will be based on job-related factors such as skills, experience, and qualifications, and other factors permitted by law. For an overview of our benefits please click here.

Duties & Responsibilities

Performance Governance & Control Tower

• Own the PAP performance governance framework, including KPI definitions, scorecards, reporting cadence, escalation pathways, and performance standards
• Serve as the central control tower for PAP performance intelligence, ensuring leadership maintains a transparent, consistent, and audit-defensible view of program performance, vendor accountability, operational health, and emerging risks
• Establish and maintain independent performance tracking, validation processes, and audit trails
• Maintain alignment among KPI definitions, contractual SLAs, Foundation objectives, governance requirements, and reporting methodologies
• Identify, assess, and elevate systemic performance risks, trends, and operational gaps requiring leadership attention

Data Analytics, Reporting & Governance

• Own and maintain the Foundation's single source of truth for PAP performance data
• Establish data governance standards, reporting methodologies, and validation processes across vendors and systems
• Develop dashboards and executive reporting that provide actionable visibility into program performance, risk, and operational effectiveness
• Leverage automation, advanced analytics, and AI-enabled tools to strengthen performance monitoring and insight generation

Vendor Performance Validation & Insight Generation

• Serve as the internal validator of vendor performance, including KPI, SLA tracking and service-level performance monitoring
• Review, reconcile, and validate vendor-reported information against internal data sources to ensure accuracy and transparency
• Conduct root cause analysis of performance gaps, operational inefficiencies, and issues
• Provide data-driven recommendations to appropriate operational stakeholders

Partner with

• AD (execution oversight) for operational improvements
• Sr. AD (vendor governance) for contractual accountability and vendor performance management

Continuous Improvement & Performance Optimization

• Lead the performance-driven continuous improvement strategy for the PAP
• Identify, prioritize, and recommend opportunities to improve operational performance, patient experience, reporting effectiveness, technology, training and governance processes
• Monitor and communicate the impact of implementation improvements

Call Quality & Compliance Insights

• Leverage call quality data, analytics, and AI-enabled tools to identify systemic trends, compliance risks, and performance gaps
• Analyze call center performance outputs (e.g., transcripts, sentiment, quality scores) to generate actionable insights
• Provide recommendations to inform training, process improvements, and compliance actions led by operational teams and vendors

Cross-Functional Insights & Leadership Support

• Provide data-driven insights and performance perspectives to cross-functional stakeholders (e.g., IT, Compliance, Finance) to support decision-making
• Support program readiness for new product launches or major program changes through performance analysis and risk identification
• Partner with IT and Data teams to ensure integration of PAP data into enterprise systems and analytics platforms
• Support the Director of Boehringer Cares by owning data, analytics, and insight generation for Board and leadership reporting

Requirements

• Bachelor’s degree required; or advanced degree in business, public health, data analytics, or related field preferred
• Seven-plus (7+) years of experience in pharmaceutical/healthcare patient support programs, data analytics, or program performance oversight
• Five to eight (5-8) years of experience with Patient Assistance Programs (PAP), patient services hubs, or similar access programs preferred
• Demonstrated experience in performance analytics, program oversight, and cross-functional collaboration
• Strong expertise in data analysis, business intelligence tools (e.g., Excel, Power BI, Tableau), and enterprise data environments
• Experience with advanced analytics, automation, or AI-enabled tools for insight generation
• Strong understanding of healthcare compliance requirements, including HIPAA, pharmacovigilance, and PAP regulatory frameworks
• Experience supporting audit readiness, performance tracking, and governance structures
• Proven ability to translate data into actionable insights and drive performance improvement initiatives
• Strong critical thinking skills with a focus on root cause analysis and sustainable solutions
• Excellent ability to synthesize complex data into clear, executive-ready insights
• Strong stakeholder management skills across vendors, internal functions, and leadership teams
• Highly organized and self-directed, with the ability to manage multiple priorities and operate with autonomy
• Demonstrated ability to drive transparency, accountability, and data integrity in complex environments
• Excellent judgement and problem-solving skills
• Demonstrated ability to establish and lead performance governance frameworks in complex healthcare or pharmaceutical environments
• Proven experience influencing senior leaders and cross-functional stakeholders without direct reporting authority
• Experience developing executive-level performance reporting, governance scorecards, and Board-level analytics
• Strong expertise in KPI architecture, data governance, metric standardization, and performance measurement methodologies
• Demonstrated ability to identify systemic risks and drive performance improvement through data-driven insights
• Experience leading cross-functional initiatives involving multiple vendors, stakeholders, and enterprise systems
• Strong strategic thinking and enterprise perspective with the ability to connect performance insights to organizational objectives

Eligibility Requirements

• Must be legally authorized to work in the United States without restriction
• Must be willing to take a drug test and post-offer physical (if required)
• Must be 18 years of age or older

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com