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Senior Director, US Patient Experience

Novocure Inc
United States, New Hampshire, Portsmouth
195 Commerce Way (Show on map)
Jun 21, 2024


The Senior Director, US Patient Experience will serve in a key leadership position within our Global Patient Experience Team, and on the Novocure US Leadership Team. The Senior Director will lead all aspects of the commercial patient experience processes and procedures related to the successful onboarding of a commercial patient and ensuring they are supported throughout their entire time on treatment. In addition, the Senior Director will develop and execute strategies to ensure maximum operating efficiency for the Device Support Specialist (DSS), Operations and Care Center teams, including a plan for optimizing technology and processes. The Senior Director will work with US and Global Teams to develop and adapt processes and IT system requirements emphasizing innovation and automation across the patient support spectrum.

The Senior Director is also responsible for the management, training, and ongoing oversight of the commercial DSS, Operations & Care Center teams in the US. The Senior Director will work closely with the SVP, Global Patient Experience to develop, disseminate, and refine operating procedures and policies and will be a resource for the DSS, Operations and Care Center Management team for resolving issues, disseminating information, providing resources, and managing a dynamic field based and hybrid office based patient support team. The Senior Director will also have responsibility for administrative management of budgets, expenses, and personnel policies.

This is a full-time, exempt position reporting to the Senior Vice President, Global Patient Experience and is based in greater Portsmouth, NH area or Wayne, PA area


  • Drive increased efficiency in patient starts and active patients through data analytics, process, and systems enhancements.
  • Develop the long-term plan for the department, including personnel and systems requirements.
  • Develop and drive strategy for growth while maintaining high-levels of quality
  • As part of the US Commercial leadership team, collaborate with all commercial functions, including sales, marketing, and revenue operations to achieve our corporate objectives of starting, maintaining and supporting patients throughout their treatment journeys.

  • Identify process improvements and opportunities to improve patient/caregiver experiences through innovate means
  • Responsible for team operations, including resource planning and budget management
  • Establish, track, and deliver against key performance metrics
  • Provide reporting to the commercial team regarding DSS and Care Center performance metrics, focusing on collaboration results and opportunities.
  • Develop, oversee and ensure standard operating procedures are in place
  • Facilitate company-wide visibility of team activities and accomplishments
  • Collaborate closely with the Senior Vice President, US Novocure and global colleagues to support strategy and ongoing projects related to patient support
  • Create & nurture a pipeline of diverse talent, both at the management and individual contributor level across the DSS, Operations and Care Center Teams by supporting growth and leadership development of the team

  • Perform field visits with DSS teams and listen to phone interactions with the Care Coordinators


  • Bachelor's Degree required, MBA preferred
  • 10+ years' experience of management leading call center and/or field-based teams
  • Experience within a patient support, service, or technical support environment a plus
  • Strong change management experience
  • Strong commercial business acumen
  • Experience operating within a complex business model
  • Medical device/oncology experience preferred
  • Strong computer skills
  • Frequent traveler up to 50%
  • Medical device or other patient support experience a plus
  • Familiarity with FDA QSR's and DME regulations a plus but not required
  • Must be very personable with good communication and organizational skills
  • Positive, energetic, service-oriented disposition
  • Must demonstrate excellent follow-up and meticulous attention to detail
  • Self-motivated and able to operate at peak performance with limited supervision
  • Ability to remain flexible in a changing work environment and under difficult deadlines
  • Demonstrated excellence in meeting and exceeding customer expectations especially in difficult situations.
  • Employ strong project management skills by prioritizing and leading multiple tasks concurrently.
  • Ability to travel up to 40%

Equal Opportunity Employer, including disability/veterans.


Our vision

Patient-forward: aspiring to make a difference in cancer.

Our patient-forward mission

Together with our patients, we strive to extend survival in some of the most aggressive forms of cancer by developing and commercializing our innovative therapy.

Our patient-forward values

- innovation

- focus

- drive

- courage

- trust

- empathy

An Equal Opportunity Employer, including disability/veterans



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