Associate Director, Field Care Model Operations

Role Overview
The Associate Director, Field Care Model Operations is a field-based execution role sitting within the Patient Services Botox franchise team, responsible for ensuring the successful rollout of Botox Complete and its new features, while building organizational readiness for upcoming IRA/Medicare policy changes. This is an operational and enablement role: the primary mission is solving real problems in the field, not shaping strategy from the sidelines.
The person in this role will be embedded alongside Field Reimbursement Managers (FRMs) and regional teams, serving as the go-to resource for technical triage, care model support, escalations, and field training. They will also play a critical role in translating IRA policy changes into actionable field readiness, equipping FRMs and customers with the knowledge and tools needed as Medicare dynamics evolve.
The right candidate is a problem-solver who thrives in ambiguity, communicates clearly under pressure, and is energized by the pace of field-based work.
Key Responsibilities
Care Model Support & Field Operations
Serve as the senior field resource for care model implementation, supporting FRMs and customers through launch and ongoing feature rollouts.
Serve as an escalation point for care model and patient services issues that arise in the field
Conduct regular field visits alongside FRMs to observe execution, identify friction points, and provide real-time problem-solving support.
Monitor consistency of care model execution across regions; surface patterns and flag gaps to leadership with recommended solutions.
Serve as a senior resource for field teams on patient services offerings, ensuring FRMs can confidently and accurately represent program features to HCPs and their staff.
IRA / Medicare Readiness
Develop deep working knowledge of IRA provisions relevant to Botox, including program design, Medicare dynamics, and formulary implications.
Partner with Market Access, Training, and Commercial teams to translate IRA policy changes into practical field guidance, FAQs, and objection-handling tools.
Track emerging IRA implementation signals from the field and share intelligence that informs national strategy and messaging adjustments.
Field Training & Enablement
Design and lead training initiatives for FRMs on care model features and, patient services programs based on direct field observation and best practices across regions, not theory.
Provide senior-level coaching and guidance to FRMs, serving as an accessible field resource for care model and patient services questions.
Cross-Functional Collaboration & Insight Generation
Partner with HUB, Training, Market Access, and Patient Services colleagues to advance care model goals and resolve systemic operational barriers.
Influence outcomes across matrixed teams without direct authority; build credibility through field expertise and consistent follow-through.
Required
7+ years of experience in patient services, care model support, field reimbursement, or a closely related function within the pharmaceutical or biotech industry.
Demonstrated ability to operate effectively at a senior level in a matrixed, cross-functional environment.
Direct experience working alongside or within field-based teams; comfort operating in an unstructured, high-travel environment.
Strong working knowledge of patient support programs, HUB services, specialty pharmacy operations, and access and reimbursement dynamics.
Familiarity with Medicare and the implications of the Inflation Reduction Act (IRA) on brand and patient services strategy.
Demonstrated ability to triage and resolve complex operational issues under time pressure, with strong follow-through.
Excellent communication and facilitation skills; able to translate complex policy or process content into clear, actionable guidance for field teams.
Comfortable influencing without authority across a matrixed organization.
Ability and willingness to travel 60–75%, including regular regional field visits and periodic national meetings.
Preferred
Experience supporting a care model launch or major patient services program transition.
Familiarity with IRA implementation timelines and Medicare negotiation mechanics as they apply to specialty brands.
Prior experience in a field training or field enablement role.
Background working within or alongside a franchise or brand team structure.
Work Environment & Travel Expectations
This is a remote/field-based role. The nature of the work—direct FRM support, real-time operational triage, and field-level training—requires sustained in-field presence, which is the core reason the role is structured this way. Office travel will occur as needed for team meetings, planning sessions, and national initiatives. Candidates should be prepared for a fast-paced, operationally intensive environment that often requires real-time problem-solving in dynamic field settings.

Employment type
Full-time

Work arrangement
Yes