Director, HUB Operations

Job Title: Director, HUB Operations Reports to: Head of Market Access Location: Remote in the U.S with business travel requirements including Waltham Office visits for collaboration and visibility COMPANY: Thea Pharma Inc. is the newly established US commercial organization of French-based pharmaceutical company, Laboratoires Théa (Clermont-Ferrand). Thea Pharma markets a suite of leading eye-care drugs that have been approved by the U.S. Food and Drug Administration (FDA), including CYKLX, ZOLYMBUS™, IYUZEH™, Zioptan®, Cosopt®, Cosopt® PF, Azasite®, Akten®, and Betimol®, as well as AcellFX™ Acellular Amniotic Membrane and the portfolio of iVIZIA dry-eye drops and eyelid hygiene products. By focusing its parent company’s passion and expertise within the U.S. market, Thea Pharma’s goal is to deliver uncompromising care that enables all stakeholders to envision the future of ophthalmic treatment with eyes wide open. SUMMARY: The Director, HUB Operations, will possess expertise in designing, implementing, and optimizing patient support programs that ensure timely and seamless access. This individual will be responsible for the operational leadership and execution of the company’s patient support model, including oversight of both the external patient support hub and specialty pharmacy hub operations. The role requires close collaboration with Market Access leadership to design, execute, and continuously improve patient access strategies while ensuring exceptional service for patients, providers, and internal stakeholders. This individual will serve as the primary business owner for external hub vendors and specialty pharmacy operational partners, ensuring performance aligns with company objectives through strong governance, analytics, and continuous process improvement. This position will partner closely with Commercial Operations, Analytics, Marketing, Sales, Field Reimbursement Managers (FRMs), Thought Leader Liaisons (TLLs), Medical Affairs, Regulatory, Legal, Compliance, Finance, Distribution, and Supply Chain to ensure patient support strategies are operationally effective and deliver an exceptional customer experience. This role reports to the Head of Market Access. ESSENTIAL FUNCTIONS: Lead the operational execution and continuous optimization of Thea’s Patient Support Services programs. Serve as the primary business owner for external hub vendors responsible for benefit investigations, prior authorization support, copay assistance, patient enrollment, direct-to-patient fulfillment coordination, provider support, and customer care. Oversee the operational management and performance of specialty pharmacy partners, ensuring alignment with corporate objectives and a seamless patient experience. Establish and manage comprehensive vendor governance programs, including routine business reviews, operational scorecards, and key performance indicators (KPIs). Develop, monitor, and report operational metrics including turnaround times, quality measures, customer satisfaction, abandonment rates, utilization, case progression, and therapy initiation timelines. Lead the development and optimization of operational workflows supporting patient enrollment, reimbursement support, prescription triage, specialty pharmacy coordination, and patient access services. Partner with Commercial Operations and Information Technology to develop and optimize CRM capabilities, operational dashboards, reporting tools, electronic enrollment solutions, and system integrations supporting patient services. Identify operational trends, reimbursement barriers, and opportunities to improve the patient and provider experience while implementing scalable solutions. Develop and maintain standard operating procedures (SOPs), business rules, quality standards, and operational documentation supporting all patient support activities. Manage operational escalations involving providers, patients, specialty pharmacies, distributors, and internal stakeholders while ensuring timely resolution. Support launch readiness activities, including operational planning, vendor implementation, technology integration, training, and performance monitoring for current and future product launches. Ensure all patient support operations comply with applicable healthcare regulations, privacy requirements, company policies, and compliance standards. Assist in the development and management of departmental budgets while ensuring operational efficiency and appropriate utilization of resources. Utilize internal and external data sources to identify trends, evaluate program effectiveness, and support data-driven business decisions. QUALIFICATIONS: Strong understanding of pharmaceutical patient services, reimbursement, specialty pharmacy operations, and patient access programs. Demonstrated experience managing external hub vendors and specialty pharmacy operational relationships. Experience developing operational dashboards, KPIs, SLAs, vendor scorecards, and executive reporting. Strong project management, organizational, and analytical skills with the ability to manage multiple priorities in a fast-paced commercial environment. Proven ability to lead cross-functional initiatives while influencing stakeholders across multiple business functions. Excellent communication and relationship management skills with the ability to build productive partnerships internally and externally. Experience utilizing operational analytics and performance data to drive continuous improvement. Strong understanding of pharmaceutical regulatory requirements, HIPAA, patient privacy, and industry compliance standards. Entrepreneurial mindset with the ability to build scalable operational processes within a growing biopharmaceutical organization. Demonstrated proficiency with Microsoft Office (Word, Excel, PowerPoint, Teams, Outlook) and CRM/patient support technology platforms. Travel requirement: Approximately 25–35%, including overnight travel. EDUCATION AND EXPERIENCE: Bachelor’s degree required; advanced degree preferred. 7+ years of progressive experience in pharmaceutical patient services, hub operations, specialty pharmacy, reimbursement, market access, or commercial operations. Experience managing external patient support hubs and/or specialty pharmacy vendors required. Product launch experience strongly preferred. Experience supporting both retail/direct-ship and specialty pharmacy patient support models preferred. Experience in ophthalmology or specialty pharmaceuticals preferred. Demonstrated success managing complex operational programs, vendor relationships, and cross-functional initiatives in support of commercial product launches. PHYSICAL DEMANDS & WORK ENVIRONMENT This position requires prolonged sitting. Additionally, requires eye-hand coordination and manual dexterity enough to operate a keyboard, photocopier, telephone, and other office equipment. Requires normal range of hearing and vision to record, prepare, and communicate appropriately. Additional physical requirements include hearing spoken communication clearly. BENEFITS AND PERKS Thea offers a full suite of employee benefits, including employer-paid medical, dental, and vision insurance; a generous schedule of paid time off (PTO); life and disability insurance; paid parental leave; and a competitive 401(k) company match. Thea is a flexible and entrepreneurial work environment where you will enjoy an inclusive culture and the opportunity to have your voice and ideas directly shape the future of the company. For U.S. locations that require disclosure of compensation, the starting pay for this role is between $230k to $265k. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors. EEO STATEMENT Thea Pharma Inc. is proud to be an Equal Employment Opportunity employer. At Thea, we not only support the diversity of our employee population, we celebrate the way our team member’s unique backgrounds and experiences contribute to the success of our company. Thea does not discriminate on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Thea Pharma Inc. does not tolerate harassment or discrimination of any kind. ADDITIONAL INFORMATION Your information will be kept confidential according to EEO Guidelines. Attention: Job Scam Alert Thea Pharma Inc. has recently become aware of fraudulent job recruitment emails and postings from individuals claiming to represent the Company. These postings seek personal and financial information in connection with fraudulent opportunities for employment. If you suspect any fraudulent activity or misrepresentation in connection with a Thea job opportunity, please report it to HR.US@theapharma.com To verify an open role please check our official careers page at https://theapharmainc.com/careers/