AD, Patient Assistance Program (PAP) Performance & Insights - Remote

Description
The Associate Director, Patient Assistance Program (PAP) Performance & Insights is accountable for leading the performance governance, analytics, and insight-generation capabilities supporting the Boehringer Ingelheim Cares Foundation Patient Assistance Program. Boehringer Cares is the independent philanthropic arm of Boehringer Ingelheim and operates separately from the company's commercial business. Its mission is to improve the health and well-being of people in underserved communities. One way this is achieved is through access to healthcare initiatives, including the Boehringer Ingelheim Cares Foundation Patient Assistance Program (PAP).
This role serves as the independent owner of PAP performance intelligence, data governance, data quality and continuous improvement. The position establishes and maintains the Foundation's single source of truth for program performance and provides leadership with transparent, audit-defensible insights into program effectiveness, operational performance, vendor accountability, and emerging risks.
Working across Boehringer Cares leadership, internal stakeholders, and external vendor(s), the Associate Director drives performance transparency, risk identification, and data-informed decision making. The role does not manage day-to-day PAP operations or vendor contracts, but is accountable for independent performance oversight, validation, and insight generation.
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
Compensation Data
The base salary range for this position is $140,800 to $211,200. The position may be eligible for a role-specific discretionary bonus, relocation assistance, and/or other compensation elements. We continuously review market data and may adjust salary ranges as needed in the future. Actual compensation will be based on job-related factors such as skills, experience, qualifications, and other factors permitted by law. Benefits include medical, dental, and vision coverage, retirement savings opportunities, paid time off, paid holidays, disability and life insurance benefits, and other company-sponsored benefits. For additional information regarding our benefits and Total Rewards offerings, please click here.
Duties & Responsibilities
Performance Governance & Control Tower:
Own the PAP performance governance framework, including KPI definitions, scorecards, reporting cadence, escalation pathways, and performance standards
Serve as the central control tower for PAP performance intelligence, ensuring leadership maintains a transparent, consistent, and audit-defensible view of program performance, vendor accountability, operational health, and emerging risks
Establish and maintain independent performance tracking, validation processes, and audit trails
Maintain alignment among KPI definitions, contractual SLAs, Foundation objectives, governance requirements, and reporting methodologies
Identify, assess, and escalate systemic performance risks, trends, and operational gaps requiring leadership attention
Data Analytics, Reporting & Governance:
Own and maintain the Foundation's single source of truth for PAP performance data
Establish data governance standards, reporting methodologies, and validation processes across vendors and systems
Develop dashboards and executive reporting that provide actionable visibility into program performance, risk, and operational effectiveness
Leverage automation, advanced analytics, and AI-enabled tools to strengthen performance monitoring and insight generation
Vendor Performance Validation & Insight Generation:
Serve as the internal validator of vendor performance, including KPI, SLA tracking and service-level performance monitoring
Review, reconcile, and validate vendor-reported information against internal data sources to ensure accuracy and transparency
Conduct root cause analysis of performance gaps, operational inefficiencies, and issues
Provide data-driven recommendations to appropriate operational stakeholders
Partner with:
AD (execution oversight) for operational improvements
Sr. AD (vendor governance) for contractual accountability and vendor performance management
Continuous Improvement & Performance Optimization:
Lead the performance-driven continuous improvement strategy for the PAP
Identify, prioritize, and recommend opportunities to improve operational performance, patient experience, reporting effectiveness, technology, training and governance processes
Monitor and communicate the impact of implementation improvements
Call Quality & Compliance Insights:
Leverage call quality data, analytics, and AI-enabled tools to identify systemic trends, compliance risks, and performance gaps
Analyze call center performance outputs (e.g., transcripts, sentiment, quality scores) to generate actionable insights
Provide recommendations to inform training, process improvements, and compliance actions led by operational teams and vendors
Cross-Functional Insights & Leadership Support:
Provide data-driven insights and performance perspectives to cross-functional stakeholders (e.g., IT, Compliance, Finance) to support decision-making
Support program readiness for new product launches or major program changes through performance analysis and risk identification
Partner with IT and Data teams to ensure integration of PAP data into enterprise systems and analytics platforms
Support the Director of Boehringer Cares by owning data, analytics, and insight generation for Board and leadership reporting
Requirements
Bachelor’s degree required; or advanced degree in business, public health, data analytics, or related field preferred
Seven-plus (7+) years of experience in pharmaceutical/healthcare patient support programs, data analytics, or program performance oversight
Five to eight (5-8) years of experience with Patient Assistance Programs (PAP), patient services hubs, or similar access programs preferred
Demonstrated experience in performance analytics, program oversight, and cross-functional collaboration
Strong expertise in data analysis, business intelligence tools (e.g., Excel, Power BI, Tableau), and enterprise data environments
Experience with advanced analytics, automation, or AI-enabled tools for insight generation
Strong understanding of healthcare compliance requirements, including HIPAA, pharmacovigilance, and PAP regulatory frameworks
Experience supporting audit readiness, performance tracking, and governance structures
Proven ability to translate data into actionable insights and drive performance improvement initiatives
Strong critical thinking skills with a focus on root cause analysis and sustainable solutions
Excellent ability to synthesize complex data into clear, executive-ready insights
Strong stakeholder management skills across vendors, internal functions, and leadership teams
Highly organized and self-directed, with the ability to manage multiple priorities and operate with autonomy
Demonstrated ability to drive transparency, accountability, and data integrity in complex environments
Excellent judgement and problem-solving skills
Demonstrated ability to establish and lead performance governance frameworks in complex healthcare or pharmaceutical environments
Proven experience influencing senior leaders and cross-functional stakeholders without direct reporting authority
Experience developing executive-level performance reporting, governance scorecards, and Board-level analytics
Strong expertise in KPI architecture, data governance, metric standardization, and performance measurement methodologies
Demonstrated ability to identify systemic risks and drive performance improvement through data-driven insights
Experience leading cross-functional initiatives involving multiple vendors, stakeholders, and enterprise systems
Strong strategic thinking and enterprise perspective with the ability to connect performance insights to organizational objectives
Eligibility Requirements:
Must be legally authorized to work in the United States without restriction
Must be willing to take a drug test and post-offer physical (if required)
Must be 18 years of age or older
Our Company
Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of th

Work arrangement
Yes