Job Description
Who we are: At Agios, we are fueled by connections to transform rare diseases. We foster an inclusive, collaborative culture – one that sparks bold thinking and strengthens our connections with each other and with the rare disease communities we serve. We embrace diverse backgrounds with respect, active listening, and a commitment to inclusion – because our differences shape how we hire, collaborate, and innovate. Our team’s proven track record of executional excellence, combined with our depth of expertise and dedication, enables us to develop innovative medicines that reflect the priorities of rare disease communities. Our commitment is more than scientific – it’s deeply personal, grounded in the meaningful connections we have built. To learn more, visit www.agios.com and follow Agios on LinkedIn and X . The impact you will make: Agios Pharmaceuticals is searching for a dynamic Director, Patient Services, to join our growing Market Access team. We want someone who cares about this important work, and who’s driven to connect to our mission of helping these patient communities. The Director, Patient Services, is responsible for the strategic leadership and efficient execution of the patient support program for sickle cell at Agios. This leader will oversee the end-to-end operations of patient services, spanning hub services, case management, and specialty pharmacy coordination and ensuring exceptional patient and healthcare provider experiences. The Director drives performance against key business objectives (access, affordability, adherence, and service quality) and spearheads continuous improvement across services. In partnership with cross-functional teams, this role aligns patient services strategy with broader organizational goals, compliance standards, and evolving patient and regulatory needs. What you will do: Operational Leadership: Oversee patient services operations (hub services, case management, specialty pharmacy coordination) with a focus on efficient, compliant, and patient-centric program delivery. Establish and monitor KPIs and performance metrics to drive operational excellence and implement process improvements that enhance the patient and HCP experience. Program Strategy & Execution: Design, implement, and optimize patient support programs (e.g., access, co-pay/affordability, adherence) that align with brand strategy and market access objectives. Drive innovation in service delivery models to improve patient outcomes and scalability while ensuring readiness for new product launches, label expansions, and program growth. Cross-Functional Collaboration: Build strong partnerships with internal stakeholders (e.g., Market Access, Sales, Training, Marketing, Ops and Analytics, Medical, Compliance, IT) and act as the key liaison to external partners (such as hub service providers). Ensure patient services initiatives are integrated with overall corporate strategy and that launch-readiness and ongoing operations are executed seamlessly across teams. Vendor & Partner Management: Oversee third-party vendors and partners (patient support hubs, co-pay vendors, specialty pharmacies), ensuring they meet contractual obligations, compliance requirements, and performance expectations. Conduct regular business reviews, address gaps through corrective action plans, and foster a collaborative environment with partners to achieve service excellence. Team Leadership & Development: Lead and mentor a high-performing patient services team—including two senior manager direct reports—fostering a culture of accountability, collaboration, and continuous improvement. Provide coaching, performance management, and professional development for staff to drive engagement and results. Empathy-Driven Patient Support: Champion a culture of empathy and respect across the patient services team and vendor partners, recognizing the lived experience and complexity of sickle cell disease. Ensure patient interactions, program design, and issue resolution reflect a high-touch, patient-first approach. Governance & Financial Oversight: Manage patient services budgets and resource allocation to ensure cost-effective operations. Establish robust governance processes and quality controls for patient support programs to maintain high standards, compliance, risk mitigation, and audit readiness. Data-Driven Improvement: Leverage data and analytics to inform decision-making and optimize program performance. Develop dashboards and reporting tools to monitor patient journey metrics, identify trends, and guide strategic enhancements for more effective patient services delivery. What you bring: Education & Ex