Operations & Patient Services Lead

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About the client:

We are working with a leading European specialty pharmaceutical company focused on the treatment of central nervous system disorders (CNS) currently seeking a Operations & Patient Services Lead . The position is based in Barcelona and offers a hybrid work model.

J ob description:

Reporting to the Corporate Head of Supply and dotted to MedTech Business Unit, this role offers a unique opportunity to design, implement, and manage end‐to‐end operational processes for Neuraxpharm innovative device‐plus‐software solutions. You will lead order‐to‐cash workflows, patient support operations, partner governance, logistics performance, operational compliance, and the set‐up of new MedTech programs.

You will work cross‐functionally with IT, Regulatory, Legal, Finance, Commercial Excellence, Market Access, and strategic partners to ensure a robust, compliant, and scalable operating model.

Your major accountabilities:

1.Project Set‐Up (NPI / Launch Readiness)

• Design internal and partner order‐to‐cash workflows and lead alignment workshops with the strategic partner (MJN).
• Define systems interfaces with IT, ensuring correct implementation of patient activation/deactivation workflows end‐to‐end.
• Define end‐to‐end patient management workflows aligned to the clinical journey.
• Ensure compliance by design with MDR and GDPR across all operational processes and data flows.
• Coordinate with Finance the invoicing and billing model (logic, tax/VAT, reconciliation, document flows).
• Set up the Patient Support Program, establishing KPIs and dashboards for service performance.
• Define CRM KPIs and operational SLAs in collaboration with Commercial Excellence.
• Create and maintain the SKU governance model, including master data attributes and lifecycle status.

2.Operations Management (Steady‐State)

• Oversee partner performance for order‐to‐cash, ensuring SLA compliance, incident resolution, and continuous improvement.
• Monitor device returns/RMA, turnaround times, and root‐cause patterns; coordinate corrective actions.
• Track and improve logistics KPIs (OTIF, transit times, DOH, shrinkage) together with 3PLs and partners.
• Manage the performance, training, quality, and compliance of the Patient Support Service partner.
• Provide operational documentation for public procurement tenders (SOPs, data flows, security notes).
• Assemble and maintain operational annexes for submissions (IFU references, HTA inputs, Technical Documentation pointers, labelling overviews, manufacturer declarations).
• Deliver operational training (Tech, Order‐to‐Cash, Patient flows) to commercial and support teams.

Requirements:

• Degree in Engineering, Supply Chain, Life Sciences or similar.
• 5+ years of experience in Operations/Supply within Medical Devices or regulated healthcare environments, including NPI and operational management.
• Experience designing order to cash and patient workflow processes with IT. Strong experience in partner governance (CMOs, 3PLs, BPOs).
• Understanding of MDR operational implications and GDPR for patient data.
• Proficiency in ERP/CRM systems (SAP/Oracle/NetSuite; Salesforce/Dynamics is a plus).
• Strong analytical skills and experience creating dashboards (Excel / Power BI).
• Experience with Patient Support Programs or equivalent service models.
• Excellent project management skills and a continuous‐improvement mindset.
• Fluent English; ability to collaborate across geographies in multicultural settings.
• Availability to travel up to ~20%.

What we offer:

• Individual Professional development in a leading European pharmaceutical company with an ambitious international growth strategy.
• Attractive remuneration according to the experience and skills provided.
• An inspiring leadership team that drives performance. xcskxlj
• An inclusive culture promoting diversity across the teams that will inspire you every day with a passionate, dynamic, a result focused and an expert & excellent team!