Head of iCare US Product Line – Patient Support Services (PSS)

Job Title: Head of iCare US Product Line – Patient Support Services (PSS)

About the Job

Join the digital engine driving Sanofi’s transformation - where AI, automation, and bold experimentation power faster science and smarter decisions. Here, you’ll help build the first biopharma company powered by AI at scale.

The Digital Patient Experience Product Line leverages innovative digital technologies and capabilities to improve treatment experience and overall health outcome for patients undertaking Sanofi’s life-changing medicines. To support the trajectory of rapid growth of the Product Line and ensure that it scales efficiently and effectively, we are looking for a highly skilled Product Line Owner for our Patient Relationship Management (PRM) product line in the US.

This is a Senior Leadership role in the Digital Patient Experience Team leading a team of product owners on our post prescription suite of Digital products. The role operates as a mini-CEO for this digital product line with responsibility encompassing Strategic product line management & planning, digital product line ownership & delivery (either through internal resources and/or external partnerships), and Organizational Effectiveness. The iCare US Product Line Owner operates and grow a Digital platform serving more than 500,000 patients monthly.

About Sanofi:
We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities:

Strategic Product Line Management & Planning

• Working closely with the US therapeutic areas General Managers, North America Patient Support Service leadership, and Digital product owners, (s)he is responsible for identifying customer needs, prioritizing features, guiding the work through the Program Kanban and developing the product line vision and roadmap.

• The role also requires close partnership with the Patient Experience Strategy & Operations team in articulation of cross product requirements/roadmaps, determination if a digital product should be done in-house or thru a partnership (either in a Build-Operate-Transfer model or business development framework), assessment of which partners to work with and product management of that partnership, and articulating value realization.

Digital Product Line Ownership & Delivery

• The role owns the identification, definition and deployment and support of priority features for a suite of Digital products from inception to launch, in line with the business unit’s strategic objectives.

• The role rationalizes the digital product roadmap across Specialty Pharma Products to ensure that the digital products are designed in a way that they can be leveraged cross TA.

• The role is responsible for translating the strategies for product enhancements with adequate detail for engineering development and acts as a mediator between internal stakeholders, consumers and the technology teams. 

• To deliver these digital products, the role directly manages product owners/scrum teams either internal and/or external resources.

• This critical role will also work cross-functionally with all areas of the business, partnerships, and with senior stakeholders in commercial, research, technology, and marketing departments. (S)He is fully accountable for the realization of value to patients in the defined budget and resource envelops.

Organizational Effectiveness

• Staff management, mentoring, training in product owner capabilities – process design, story writing, product management

• Support portfolio OKRs and Value measurement, tracking and reporting

• Collaboration and support of organizational transformation and continuous improvement across the Patient experience organization as we scale and transition to a product-based organization

• Support communications by developing and delivering monthly reports to demonstrate product portfolio performance, value, and business impact to key stakeholders

• Prepare materials representing the Post RX Product Line for executive decision-making forums and meetings

• Represent the team before the senior leadership of Sanofi.

People

• Accountable to empower and develop people

• Comprehensive team management, including goal setting, development plans, succession, and performance

• Create an environment of empathetic risk-taking and fast learning

• Mobilize digital-champion network to support digital transformation

• Nominate the teams for and celebrate when teams are recognized with internal and external professional awards

Partnerships

• Accountable to derive innovation insights and opportunities by monitoring competitive landscape and establishing key partnerships

• Bring together relevant market and disruptor listening functions to more frequently and more thoroughly feed insights into and shape strategy and execution adjustments

• Leverage Global Business Units and enterprise partnerships to test and deploy solutions

Responsible AI

• Ensure appropriate management of AI-related risks throughout the system lifecycle by ensuring ongoing compliance to Sanofi’s Responsible AI internal standards & legal requirements 

• Ensure the execution of AI Governance tasks and compliance with controls throughout the AI system lifecycle, including: 

  • Validation and post-deployment monitoring etc. 

  • Meeting all applicable quality, regulatory (Data Privacy, GxP, SOX, Artificial Intelligence), and cybersecurity requirements 

  • Maintaining adherence to these standards all AI products 

About You

• Bachelor's degree required; M.S in Computer Science, Information Systems, or MBA preferred.

• Minimum 15 years of experience in design, development and deployment of digital solutions required, preferably in the pharmaceutical or healthcare industry.

• Minimum 8 years of experience in lifecycle product management.

• Proven experience in AI governance and responsible AI implementation, including risk management and compliance frameworks.

• Technical knowledge of driving the development and adoption of AI / ML (Machine Learning) solutions is required.

• Must have experience in patient support service solutions.

• Proven experience with Salesforce Healthcloud is required; experience in Experience Cloud and Marketing Cloud products are preferred.

• Experience with Jira/confluence and agile product development methodologies required.

• Having knowledge of EHR and Health System integrations is preferred.

• Strategic thinker, exceptional communication, leadership, and influence skills are required.

• Advanced skills in Agile practices, product management, project management, compliance, and business acumen strongly preferred

• Up to 20% travel required, mostly domestic

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future-focused team.

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.

Sanofi Inc. and its U.S. affiliates are Equal Opportunity employers committed to a culturally inclusive workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.