Senior Director, Patient Support Service Operations & Solutions

About Acadia Pharmaceuticals

Acadia is committed to turning scientific promise into meaningful innovation that makes the difference for underserved neurological and rare disease communities around the world. Our commercial portfolio includes the first and only FDA-approved treatments for Parkinson’s disease psychosis and Rett syndrome. We are developing the next wave of therapeutic advancements with a robust and diverse pipeline that includes mid- to late-stage programs in Alzheimer’s disease psychosis and Lewy body dementia psychosis, along with earlier-stage programs that address other underserved patient needs. At Acadia, we’re here to be their difference.

Please note that this position is based in either San Diego, CA, or Princeton, NJ. Acadia's hybrid model requires this role to work in our office three days per week on average.

The Sr. Director, Patient Support Services Operations Solutions is a critical enterprise leader responsible for architecting, optimizing, and governing the operational backbone of Patient Support Services (PSS). This role oversees HUB operations, specialty pharmacy collaboration, affordability programs, technology enablement, and vendor governance to ensure a seamless, compliant, and high‑quality patient access experience.

This leader owns the end‑to‑end patient journey - spanning onboarding, benefits verification, prior authorization, affordability, fulfillment, and ongoing support. The Sr. Director partners closely with PSS Field Leadership, Commercial, Market Access, Trade, IT, Compliance, and Data/Analytics to drive operational excellence, accountability, and continuous improvement that enhances speed‑to‑therapy, access outcomes, and program quality.

Primary Responsibilities:

PSS Operations Performance Optimization

Oversee HUB operations through direct, field-based and virtual engagement with case management teams, HUB vendor leadership, and operational staff across partner locations

Manage and hold vendors accountable through SLAs, KPIs, and continuous improvement actions

Conduct onsite and remote vendor governance activities, including QBRs, audits, operational deep dives, workflow observations, and continuous improvement workshops

Develop and monitor operational dashboards to evaluate HUB performance and identify action plans

Implement programs to help HCPs and patients overcome access barriers and achieve timely therapy initiation

Ensure affordability and access program compliance and integration with brand and payer strategies including co-pay, bridge programs and PAP

Partner with Trade Distribution, SP networks, and Market Access to ensure cohesive operations, timely fulfillment, and a unified patient experience

Strengthen performance visibility, data exchange, and operational alignment across SP partners

Partner closely with PSS Field team through field ride-alongs, joint customer engagements, and in-market collaboration to establish shared goals, training, tools, and execution standards

Ensure tight alignment between HUB operations and PSS field teams to deliver seamless customer engagement

Serve as Patient Support Services budget owner, overseeing forecasting, operational planning, scenario modeling, and expense management.

Evaluate vendor proposals, contracts, and resource allocations to ensure optimal ROI and responsible financial governance

Strategic Leadership Vision

Develop and execute enterprise patient support services strategy aligned with brand objectives, payer dynamics, and evolving business needs

Lead the assessment, design, and modernization of HUB services to improve efficiency, satisfaction, and outcomes

Represent Patient Support Services at national and regional conferences, vendor summits, and cross‑company forums to remain current with evolving access models, regulatory expectations, and best practices

Partner as the PSS lead for pipeline and lifecycle management with full operational readiness

Provide strategic recommendations on the evolution of access programs, service models, and operational frameworks

Lead digital transformation across patient support operations including CRM optimization, workflow automation, e‑services, AI/ML applications, and data integration

Identify and implement new tools and platforms to enhance operational efficiency and the patient/HCP experience

Partner to develop dashboards and reporting frameworks to monitor HUB performance, patient journey metrics, SP coordination, affordability trends, and satisfaction indicators

Leverage insights, market research, and customer feedback to optimize programs and refine strategy

Lead or support additional initiatives that advance the PSS mission and enterprise access strategy

Team Leadership Cross Functional Collaboration

Build and lead a high‑performing Patient Support Services operations team through coaching, development, and clear performance expectations

Provide direction to internal team members, agencies, HUB vendors, SP partners, technology…