Sr Manager, Patient Support Services

Job Description

At Gilead Sciences Canada Inc. we take pride in being recognized as one of Greater Toronto’s Top Employer 2024. Click here to find out why Gilead Sciences Canada is a top employer!

Chez Gilead Sciences Canada Inc., nous sommes fiers d’être reconnus comme l’un des meilleurs employeurs du Grand Toronto pour 2024. Cliquez ici pour en savoir plus sur les raisons de notre succès.

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Sr. Manager, Patient Support Services

12 months contract - On site 3 days a week

Job Description

The Sr. Manager, Patient Support Services will lead the design, development, and execution of patient support services for Gilead’s Oncology franchise as well as the Kite franchise. In this key leadership role, you will oversee the management of patient support programs, ensuring high‑quality service delivery, driving continuous improvement, and leveraging data, digital, and AI‑enabled solutions to inform actionable strategies and improve program efficiency. This role requires a strong bias for innovation, with accountability for identifying and scaling automation, AI, and digital technologies that enhance patient and HCP experience, accelerate access, and improve the sustainability of PSP operations. You will be instrumental in aligning program objectives with brand strategy, ensuring services effectively meet the evolving needs of patients and stakeholders. As a leader within Patient Support Services (PSP), you will demonstrate a bias for action, a commitment to excellence, and a passion for improving patient outcomes. This position reports to the Director, Patient Support Services and is part of the Canadian Commercial Operations team, based in Mississauga, Ontario.

Key Responsibilities

· Oversee and manage the daily operations of assigned patient support programs, ensuring seamless service delivery and a consistently high‑quality patient and stakeholder experience. This includes managing the unique PSP for the travel and lodging components of the Kite PSP.

· Develop and lead program strategies aligned to PSP objectives and brand vision, including defining and tracking KPIs to measure performance, experience, and impact.

· Ensure strong program governance, compliance, and audit readiness, while demonstrating effective vendor, contract, and budget management.

· Lead and optimize third‑party vendor partnerships to drive innovation, automation, and digital enablement, delivering measurable improvements in efficiency, experience, and outcomes.

· Lead innovation and digital transformation initiatives within PSP, including the evaluation, piloting, and scaling of AI‑enabled, automated, and digital solutions that reduce manual effort and operational complexity.

· Drive continuous improvement initiatives through process redesign, automation, and data‑driven insights to reduce time‑to‑therapy and enhance the patient and HCP journey.

· Develop and maintain operational and program materials, recommend changes to program structure or policies, and oversee implementation of program enhancements.

· Lead internal planning processes, including RFPs and program launches, ensuring alignment with strategic priorities.

· Cultivate external relationships with customers and organizations that play a critical role in the disease area to advance patient‑centric program innovation.

· Deliver comprehensive program reporting and analysis, leveraging automated dashboards and advanced analytics to provide actionable insights on performance, efficiency, patient experience, and ROI.

· Partner with Finance and cross‑functional teams to track expenditures, forecast operational costs, identify opportunities to reduce cost per patient, and reinvest savings into technology‑enabled solutions.

· Collaborate closely with cross‑functional partners to generate insights that drive strategic decision‑making, maintaining a patient‑first approach.

· Support the Director of Patient Support Services with department‑wide initiatives and execution of the broader PSP strategy.

Knowledge, Experience & Skills:

· 8+ years of experience in the biotech or pharmaceutical industry required

· 5+ years of experience leading patient support programs required

· Bachelor’s degree in Science, Business, or Marketing required

· Experience with travel and lodging- personally or professionally

· Fluency in French preferred

· Proven ability to develop and execute strategic plans with a strong customer‑ and patient‑centric focus

· Demonstrated strength in vendor governance, contract negotiation, and operational oversight

· Experience or strong aptitude for applying AI, automation, and digital technologies to improve efficiency, decision‑making, and patient or customer experience

· Strong data and analytics capabilities, including comfort working with dashboards and translating insights into action

· Proven ability to collaborate and influence in a highly matrixed environment, including engagement with senior leadership and brand partners

· Strong organizational skills, attention to detail, and ability to execute with urgency

· Proactive and results‑oriented, with a strong bias for innovation, continuous improvement, and willingness to challenge traditional ways of working

· Demonstrates curiosity, agility, and openness to experimentation

· Actively seeks opportunities to improve how work gets done through digital tools and automation

· Builds strong cross‑functional partnerships to test, learn, and scale new approaches

· Models patient‑first and innovation‑ready behaviors for the broader PSP team

Gilead Core Values:

· Integrity (always doing the right thing)

· Teamwork (collaborating in good faith)

· Excellence (working at a high level of commitment and capability)

· Accountability (taking personal responsibility)

· Inclusion (encouraging diversity)

Gilead Leadership Commitment:

· I AM BOLD in aspiration and AGILE in execution.

· ​I CARE and make time for people.

· ​I LISTEN, speak openly and explain the "why."

· ​I TRUST others and myself to make sound decisions.

· ​I OWN the impact of my words and actions.

We are committed to creating a healthier world for everyone – no matter the challenges ahead of us. Through bold and transformative science, we’re driving innovation that has the potential to become the next generation of life-changing medicines. Our ambition is evident in our mission. Because the impossible is not impossible. It’s what’s next.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.

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