Executive Director, Patient Support Operations

Ladders; United States; Remote; USD 259,000 - 350,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement plan with company matches

Discretionary bonus program

Stock-based incentives

Generous time-off with company-wide SH

Job summary

Ladders is seeking an Executive Director, Patient Support Operations to lead the strategy and execution of patient support with a focus on service consistency, operational excellence, and scalable models. The role will oversee contact center performance, workforce planning, automation, and AI-enabled service delivery to improve the experience for patients and healthcare professionals.

Location: Remote - US based candidates only, no visa sponsorship available.

Qualifications

• Doctorate, Master’s, or Bachelor’s degree with marketing leadership experience.
• At least 6–12 years of marketing experience, depending on degree.
• 6 years of managerial experience leading teams.

Responsibilities

• Establish the vision and strategy for patient support operations.
• Lead patient and healthcare professional contact center activities to deliver a consistent experience.
• Set automation and AI strategy to enhance service delivery.
• Ensure AI solutions meet customer needs and integrate with technology.
• Manage operational planning and performance metrics.
• Develop workforce strategies aligned with customer demand.
• Build a quality and continuous improvement model for teams.

Skills

People management

Strategic leadership

Education

Doctorate degree

Master’s degree

Bachelor’s degree

Job description

For our client, we are seeking a Executive Director, Patient Support Operations to join the team of a leader in the Pharmaceuticals & Biotech space.

This leader will guide the strategy and execution of patient support operations with a strong focus on service consistency, operational excellence, and scalable support models. The role will oversee contact center performance, workforce planning, automation, and AI-enabled service delivery to improve the experience for patients and healthcare professionals. It will also partner closely with technology and cross-functional teams to ensure operational solutions meet customer needs and support business growth.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $258,863 – $350,227 annually

Responsibilities

• Establish the vision and strategy for patient support operations
• Lead patient and healthcare professional contact center activities to deliver a consistent experience
• Set automation and AI strategy to enhance service delivery
• Ensure AI solutions meet customer needs and integrate with technology
• Manage operational planning and performance metrics
• Develop workforce strategies aligned with customer demand
• Build a quality and continuous improvement model for teams

Qualifications

• Doctorate degree and 6 years of marketing experience, or
• Master’s degree and 10 years of marketing experience, or
• Bachelor’s degree and 12 years of marketing experience
• 6 years of managerial experience directly managing people or leading teams
• Advanced degree in business, healthcare, operations, or technology preferred

Benefits

• Comprehensive employee benefits package including medical, dental, and vision coverage
• Retirement and savings plan with generous company contributions
• Discretionary annual bonus program
• Stock-based long-term incentives
• Award-winning time-off plans and bi-annual company-wide shutdowns
• Flexible work models where possible

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.