[Hiring] Director, Patient Support Program Operations @Praxis Precision Medicines, Inc.

Role Description

This position may be performed remotely, but requires the flexibility and willingness to travel as needed.

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 where you will:

• Translate strategy into execution, standing up workflows, pressure-testing processes, and ensuring systems, teams, and partners are ready for launch.
• Serve as the operational integrator across HUB, field teams, and partners to ensure every patient touchpoint is seamless, compliant, and reliable.
• Own day-to-day HUB execution, including case management operations, workflow integrity, and performance management.
• Build and refine intake pathways and process flows, SOPs, training, and quality controls of the case management team.
• Apply strong technology judgment, leveraging CRM platforms to improve efficiency, data quality, and patient experience.

Qualifications

• 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.
• 7+ years of progressive experience in patient services, PSP operations, or HUB leadership supporting patients and HCPs within the rare disease environment.
• Proven experience building or operationalizing PSP infrastructure in pre-launch or early commercial settings.
• Experience with small patient populations, named patient programs, or rare disease registry requirements strongly preferred.
• Strong ability to translate strategy into execution with a focus on reliability, scalability, and real-world performance.
• Demonstrated cross-functional leadership and ability to influence without authority across commercial, medical, legal, and market access teams.
• Proven change management skills with the ability to build, pivot, and adapt quickly in a fast-moving, pre-launch environment.
• Hands-on experience configuring or administering a Salesforce CRM platform within a patient services or HUB environment strongly preferred.
• Demonstrated curiosity and willingness to explore AI-driven tools, workflow automation, and innovative technology integrations.

Requirements

• 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.
• Build, manage and lead day-to-day operations: Recruit, onboard, develop and performance manage a high-performing patient support team.
• 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.
• Own the patient and HCP experience: Take end-to-end ownership of the patient and HCP journey.
• Manage escalations: Own complex case escalations, patient safety events, and adverse event reporting pathways.
• Vendor oversight and management: Formally manage vendor performance, contract adherence, and relationships.
• Embed compliance into execution: Ensure HIPAA adherence, audit readiness, and appropriate controls across all workflows.
• Drive data integrity and visibility: Define reporting needs and ensure accurate case documentation and data capture.
• 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.
• Own launch readiness: Identify operational gaps early, prioritize fixes, and ensure the program is fully functional and resilient for launch.
• Translate strategy into execution: Implement program design, pressure-test workflows, and ensure processes perform reliably in real-world conditions.

Benefits

• 99% of the premium paid for medical, dental, and vision plans.
• Company-paid life insurance, AD&D, disability benefits, and voluntary plans.
• Dollar-for-dollar match up to 6% on eligible 401(k) contributions.
• Long-term stock incentives and ESPP.
• Discretionary quarterly bonus.
• Flexible wellness benefit, generous PTO, paid holidays, and company-wide shutdowns.

Company Description

Praxis Precision Medicines is a clinical-stage biopharmaceutical company translating genetic insights into the development of therapies for central nervous system disorders characterized by neuronal imbalance. Our core values of Trust, Ownership, Curiosity, and Results are foundational to every aspect of our business.