Senior Director, Customer Engagement & Market Access

Position Summary

The Senior Director, Customer Engagement is a senior cross-functional leader responsible for defining and advancing CND Life Sciences' reimbursement operations and access strategies, with a focus on improving the end-to-end customer experience for providers and patients.

Reporting to the SVP, Growth & Market Access, this role provides strategic leadership across existing reimbursement operations and patient access functions, identifying opportunities to enhance operational effectiveness, reduce reimbursement and access barriers, and strengthen customer education, financial-access support, and escalation processes.

Working collaboratively with Market Access leadership and key cross-functional stakeholders, the Senior Director leverages reimbursement insights, payer developments, operational performance, and customer feedback to shape strategic priorities, drive coordinated improvements, and deliver a consistent, high-quality experience throughout the access and reimbursement journey.

Job Responsibilities

· Define and advance customer-centered reimbursement operations and access strategies that improve reimbursement effectiveness, operational efficiency, and the end-to-end customer experience.

· Provide strategic leadership across existing reimbursement operations and patient access functions, identifying opportunities to streamline workflows, strengthen service delivery, and improve financial-access processes.

· Lead the development of a consistent, high-quality customer experience throughout the access and reimbursement journey, ensuring that provider and patient needs inform strategic priorities and operational improvements.

· Develop and strengthen customer engagement and reimbursement support capabilities, including educational resources, coverage guidance, financial-access assistance, and communication tools that simplify the customer experience.

· Partner with field and customer-facing teams to identify, address, and resolve reimbursement and access barriers, ensuring consistent, high-quality support across customer touchpoints.

· Advance financial-access initiatives, including approved patient financial-assistance programs and processes that improve transparency around reimbursement requirements, financial responsibilities, and available support options.

· Establish effective customer escalation and feedback mechanisms to facilitate timely resolution, identify recurring barriers, and incorporate customer insights into continuous improvement initiatives.

· Leverage reimbursement data, operational performance, payer developments, and field insights to identify trends, inform strategic priorities, and drive improvements in access and reimbursement outcomes.

· Collaborate with Market Access leadership and cross-functional stakeholders to develop and refine strategies that support improved coverage, reimbursement performance, and customer access.

· Support organizational readiness for evolving payer policies, coverage requirements, and coding changes, ensuring timely implementation and consistent customer-facing communication.

· Evaluate and enhance reimbursement and access workflows, operational processes, and service standards to support efficiency, consistency, scalability, and a high-quality customer experience.

· Serve as a cross-functional leader across Sales, Operations, Finance, Legal/Compliance, Clinical, and other key functions, fostering alignment and influencing outcomes within a matrixed organization.

Establish meaningful performance measures and lead continuous improvement initiatives that strengthen reimbursement effectiveness, customer satisfaction, access outcomes, and organizational performance.

Knowledge, Skills & Experience

· 7+ years of progressive experience in Market Access, Field Reimbursement, Reimbursement Operations, Patient/Provider Access, or related functions within healthcare, diagnostics, or biopharma.

· Demonstrated experience developing, implementing, or strengthening reimbursement, access, and customer engagement programs, including field-facing reimbursement support.

· Experience shaping and influencing Reimbursement Operations and Access strategies, with the ability to align operational priorities and drive improvements in the overall customer experience.

· Strong understanding of the healthcare payer landscape, including Medicare, Medicaid, commercial payer processes, coding, coverage, reimbursement requirements, and patient financial-access considerations.

· Experience navigating evolving payer policies and reimbursement requirements and translating changes into effective operational and customer-facing solutions.

· Demonstrated leadership experience, including building, developing, or influencing teams and cross-functional initiatives within a growing organization.

· Customer-centered approach with the ability to translate strategic and operational decisions into meaningful improvements for providers and patients.

· Versatile leadership style, with the ability to balance strategic planning, operational improvement, and hands-on execution.

· Proven ability to develop and implement scalable processes, programs, and operational frameworks that improve efficiency, consistency, and service quality.

· Strong analytical and problem-solving skills, with the ability to interpret reimbursement and operational performance data and translate insights into actionable recommendations.

· Excellent communication, relationship-building, and change-management skills, with demonstrated success collaborating and influencing outcomes within a matrixed organization.

Self-directed, adaptable, and comfortable managing competing priorities and ambiguity in a fast-paced, evolving environment.

Education, Certifications, and Licensures

Bachelor's degree in healthcare administration, business, health policy, life sciences or related field; equivalent experience may be considered. MBA, MHA, MPH or related advanced degree preferred. No specific professional license required for the role.

Other

Remote, U.S.-based role with travel as needed for internal collaboration and customer-facing initiatives (frequency subject to business needs).