Director, Patient Support Program Operations

Location: This position may be performed remotely, but requires the flexibility and willingness to travel as needed. The Opportunity Praxis is preparing for its first commercial launch. The Director, PSP Operations will partner closely with the Head of Patient Services to operationalize the Relutrigine Patient Support Program and stand up the internal HUB ahead of approval. This is a builder-operator role. You will translate strategy into execution, standing up workflows, pressure-testing processes, and ensuring systems, teams, and partners are ready for launch. You will serve as the operational integrator across HUB, field teams, and partners to ensure every patient touchpoint is seamless, compliant, and reliable. Experience in rare disease and internal HUBs is required for this role. You will own day-to-day HUB execution, including case management operations, workflow integrity, and performance management. This includes building and refining intake pathways and process flows, SOPs, training, and quality controls of the case management team to enable consistent, high-quality execution. Previous experience managing a case manager team is required. A critical part of this role is applying strong technology judgment, leveraging CRM platforms, and tools to improve efficiency, data quality, and patient experience in practical, compliant ways to enable an exceptional HUB experience. You are curious and proactive, comfortable testing new approaches while maintaining a high bar for patient safety and compliance and know when to pilot versus scale proven solutions. Primary Responsibilities Operationalize the HUB: Stand-up core PSP operations including intake pathways, process flows, SOPs, training materials, call guides, FAQs, and quality controls Support Salesforce CRM build and systems integrations: Partner with vendor partners and technology teams to support CRM configuration, data flows, and end-to-end systems integrations; ensure tools are connected, functional, and aligned to HUB workflows; willing to explore and implement AI-powered features, automation capabilities, and emerging integrations to drive operational efficiency and unlock new ways of working Build, manage and lead day-to-day operations: Recruit, onboard, develop and performance manage a high-performing patient support team, establishing clear roles, accountability structures, and a culture of excellence ahead of launch Establish and manage performance standards: Define SLAs, monitor performance, conduct root-cause analysis, and hold teams and vendors accountable Partnership & Collaboration: Ensure clear, consistent handoffs across HUB, field teams, MSLs, market access, and vendor partners; serve as the primary operational liaison across commercial, medical, legal, and market access functions, influencing without authority to drive alignment Own the patient and HCP experience: Take end-to-end ownership of the patient and HCP journey, ensuring every touchpoint is seamless, compliant, and centered on access and support outcomes Manage escalations: Own complex case escalations, patient safety events, and adverse event reporting pathways, ensuring timely resolution and appropriate documentation Vendor oversight and management: Formally manage vendor performance, contract adherence, and relationships; where applicable, lead or support HUB vendor evaluation and onboarding Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows in partnership with Legal and Compliance Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture to enable visibility into performance, access barriers, and risk Stakeholder reporting: Provide regular updates to senior leadership on program performance, KPIs, risks, and operational health Own budget and resources: Manage operational budget, vendor contracts, and cost tracking to ensure fiscal accountability and resource alignment Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch, recognizing this is a full build with a 3-month runway Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions on day one Qualifications And Key Success Factors Rare disease experience is required; candidates without direct rare disease PSP or HUB experience will not be considered Direct experience managing internal HUB operations is required; this is not a role for candidates whose experience is limited to oversight of fully outsource