Lead, 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 outsourced models
• 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; direct experience launching a program from inception, not just managing an existing one
• 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 — bringing a solutions-oriented, outside-the-box mindset to operational challenges

Additional Information

• This role requires periodic travel for vendor site visits and cross-functional collaboration
• This is a high-impact build role with a 3-month launch timeline — ideal candidates are energized by ambiguity, move with urgency, and thrive in fast-paced, high-stakes environments
• Competitive compensation commensurate with rare disease director-level expertise; salary range to be included
• The physical and mental requirements of our roles include but are not limited to regular use of a computer, devices or other office equipment, clear communication, and occasional movement. You'll need comfort with screen work, basic hand coordination, and focus. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Compensation & Benefits

At Praxis, we believe that taking care of our people (and their people) is important, so we provide a world class benefits package to help you thrive.  This includes 99% of the premium paid for medical, dental and vision plans. We also provide company-paid life insurance, AD&D, disability benefits, and voluntary plans to personalize your coverage. Thinking about the future?  We match dollar-for-dollar up to 6% on eligible 401(k) contributions and sweeten the deal with long-term stock incentives and ESPP.  We provide a discretionary quarterly bonus, an extremely flexible wellness benefit, generous PTO, paid holidays and company-wide shutdowns.  Not to mention, you'll also be joining a phenomenal crew of colleagues who are smart, engaged and inspiring.  We aim high, collaborate hard, and produce results.  Let’s achieve the impossible together!

To round out our world-class total rewards package, we provide annualized base salary compensation in the range listed below. This range reflects the base salary the Company reasonably expects to pay for the position at the time of posting. Placement within the range will be based on job-related factors, including experience, qualifications, scope of responsibilities, and demonstrated track record of delivering results in similar roles.

Originally posted on Himalayas