Director, Patient Support Services – Dupixent Field Operations Lead

Job Title: Director, Patient Support Services – Dupixent Field Operations Lead

Location: Remote (Dallas, TX or Fort Worth TX preferred)

About the Job

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

The Dupixent Patient Support Services (PSS) team is focused on supporting patients seeking access to Dupixent through programs that provide reimbursement and logistics support, financial assistance, and patient education. In addition to these offerings, the Dupixent PSS organization includes field teams that deliver education and support to patients and customers.

The Director, Patient Support Services – Dupixent Field Operations Lead will serve as the strategic and operational lead for field-facing activities and vendor collaboration. This role will be responsible for driving excellence in customer experience, managing field inputs, and ensuring seamless coordination between internal teams, external vendors, and specialty pharmacies. The position requires significant travel and on-site presence to foster collaboration, resolve issues, and generate actionable insights.

This role reports to the Senior Director, Dupixent Patient Support Services Operations and is remote.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

A summary of responsibilities is outlined below. Flexibility and the ability to prioritize in response to evolving business needs is essential.

• Serve as the primary field operations lead for Dupixent PSS, acting as the central point for Field Reimbursement Managers (FRMs) regarding communications, escalations, and training content.

• This role must take all input from the field, plus command of HUB operations and performance and synthesize, identify, and prioritize what is a tech iCare+ issue, HUB performance issue, training issue, program design issue. And then work collaboratively to determine what the solution is or remediation.

• This role is the primary integration point between 1) The HUB 2) The Field  3) DMW HQ Strat and Ops.  

• Conduct regular on-site meetings with hub vendor to ensure alignment, issue resolution, and ongoing performance monitoring.

• Ensuring compliance and confidentiality of Protected Health Information (PHI), as they will be working with PHI approximately 60-80% of the time  

• Lead on-site issue resolution efforts between vendors and customers, acting as the face of Dupixent PSS operations in the field with regular check-ins with accounts experiencing operational gaps.

• Represent Dupixent PSS Operations as the hub lead for Specialty Pharmacy and/or Payer meetings, ensuring coordination and follow-through on action items.

• Drive customer experience insights generation through 40–60% travel, including field visits, customer meetings, and pilot program evaluations.

• Monitor and support pilot initiatives, ensuring timely feedback loops and operational readiness for broader implementation.

• Collaborate cross-functionally with internal stakeholders (FRMs, Sales, Marketing, Compliance, Legal, etc.) and external partners to ensure consistent execution and service delivery.

• Deliver updates and insights to senior leadership, highlighting trends, risks, and opportunities for improvement.

• Act as a culture role model by demonstrating inclusive and supportive leadership qualities.

About You

Basic Qualifications:

• Bachelor’s Degree

• A minimum of ten (10) years of relevant work experience, with a minimum of five (5) years of Patient Support Services experience.

• Experience managing vendor relationships and resolving operational issues in real-time

• Strong communication and presentation skills, with the ability to influence across matrixed teams

• Proven ability to manage multiple projects and priorities independently

• Ability to travel 40–60% of the time

Preferred Qualifications:

• Previous experience in bio-pharmaceutical commercial roles, especially in patient support or field reimbursement

• Experience working with PHI and understanding of HIPAA compliance

• Strong analytical and problem-solving skills

• Experience leading cross-functional initiatives involving specialty pharmacies and hub vendors

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.