Senior Manager, Patient Support Analytics & Operations

Job Description

General Summary:

Vertex is seeking a Senior Manager, Patient Support Analytics & Operations to drive operational analytics and performance measurement across patient support programs. This role will lead the development and maintenance of cross-program KPIs, dashboards, and governance frameworks to ensure consistent execution and operational excellence within Vertex's patient support ecosystem.

The Senior Manager will collaborate closely with teams across North America Commercial and the Patient Support Center of Excellence (CoE), focusing on analytics and forecasting to inform strategic decisions and optimize patient services. The ideal candidate combines exceptional attention to detail with the ability to work independently and proactively engage stakeholders. Additionally, this role will design and implement processes that strengthen CRM data integrity, establish robust data governance practices, and enable accurate, reliable crossdisease reporting to support datadriven decisionmaking.

Key Duties and Responsibilities:

• Design and maintain cross-program KPIs, dashboards, and scorecards to monitor performance across multiple disease areas.
• Develop models and execute forecasting for programs including prior authorizations, financial assistance (i.e. co-pay, free drug, bridge) and insurance investigation services, to provide accurate, timely inputs for resource planning and capacity management.
• Partner with teams in the Patient Support CoE (Program Quality, Systems, Vendor Management) to align on operational priorities and integrate analytics into broader program strategies.
• Present findings to program/brand leadership and influence data-driven decision-making across the organization.
• Create and implement processes to improve data integrity within CRM systems, ensuring high-quality data for reporting and analytics.
• Establish governance for analytics processes and systems, including defining standards and access controls to ensure consistent reporting across programs.
• Identify operational improvements and implement best practices to enhance efficiency and scalability.
• Utilize advanced statistical techniques, machine learning models, and data visualization tools (Tableau, Power BI) to inform strategic decisions.
• Ensure compliance with HIPAA, data privacy regulations, and Vertex's data governance standards.

Knowledge and Skills:

• Critical thinker with a demonstrated ability to synthesize complex data, identify key trends, and translate findings into actionable recommendations.
• Experience with different forecasting methodologies and ability to apply them to patient support operations.
• Strong data storytellingability, transforming analytical insights into compelling narratives that enable informed decisionmaking across crossfunctional teams.
• Advanced analytical expertise with proficiency in Excel, SQL, and Power BI; familiarity with Python and Snowflake is a plus.
• Strong process design and continuous improvement skills, with experience documenting workflows and developing clear governance standards.
• Exceptional communication skills, both written and verbal, with the ability to present insights clearly and persuasively to cross-functional teams and mid-level leadership.
• Highly flexible, comfortable navigating ambiguity and thriving in a fast-paced, dynamic environment.
• Familiarity with patient support programs and pharmaceutical/biotech operations preferred.

Education and Experience:

• Bachelor's degree in a quantitative discipline (e.g. Data Science, Statistics, Economics, Healthcare Analytics, or related field).
• Typically requires 6+ years of experience in pharma/biotech analytics, with a focus on patient support, commercial analytics, forecasting, or commercial operations.
• Experience in cross-functional project leadership and operational performance management.

Pay Range:

Disclosure Statement:

Flex Designation:

Flex Eligibility Status:

In this Hybrid-Eligible role, you can choose to be designated as:
1. Hybrid: work remotely up to two days per week; or select
2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

#LI-Hybrid

Company Information

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.com