Sr. Program Lead, Process Optimization (PS Content Optimization)

About This Role We are seeking a skilled Sr. Program Lead, Process Optimization to implement regulatory, legal, and commercial compliance controls for identified areas of promotional risk. This position is responsible for working cross-functionally to develop and maintain Patient Services documentation and the Knowledge Management system to store documentation, including Patient Services policies, talking points, departmental procedures, frequently asked questions, scripts, letters, and related materials. This role helps provide consistent guidance for Patient Services business practices while supporting compliant, customer-focused communications.

Patient Services partners across commercial, medical, legal, regulatory, compliance, quality, training, operations, and technology teams to support business practices that are clear, consistent, compliant, and centered on the customer experience. The team develops and maintains documentation, processes, and knowledge management resources that guide frontline agents, program teams, Operations Leadership, and cross-functional partners. What You’ll Do Patient Services Material Development and Oversight Collaborate with US Business teams, including marketing, medical, legal, regulatory, and related partners, to develop communication strategies and materials for Patient Services customer written and verbal interactions, including talking points, letters, emails, faxes, and training materials. Determine what information Patient Services can share with customers; create talking points and scripts to support discussions; and provide direction and oversight to Operations Leadership on when and how materials should be used. Implement and manage the cross-functional document review process, including process steps, roles and responsibilities, communication, escalation paths, and continuous improvement to ensure documents are updated according to defined requirements. Departmental Knowledge Management Create and maintain departmental practices, scripts, frequently asked questions, and letters containing promotional language for the Patient Services department, ensuring alignment with brand strategy and legal and regulatory requirements. Identify opportunities to improve content in support of business and customer needs; research market trends and developments in knowledge management technology, templates, and document management; and recommend alternative solutions. Manage the Patient Services departmental knowledge management structure and system. Identify and resolve system issues, partnering with IT Business Analysts and programmers on ongoing system development to improve organizational and program performance. Manage program KPIs and report results on a quarterly basis. Promotional Guardrails and Customer Experience Oversight Support implementation of promotional guardrails by creating and implementing policies and documentation that apply to Patient Services, as determined by US Commercial Legal, Regulatory, Marketing, Commercial, and Promotional Compliance teams. Work with Operations Leadership to determine communication and training needs associated with new policies and procedures, creating materials as needed. Identify impacts of process or language on the customer experience and recommend solutions that reflect excellence from the customer perspective. Create forums to understand the customer experience and identify opportunities for improvement; work with appropriate groups to implement improvements. Partner with Quality and Training to help ensure promotional guardrails and the customer experience are optimized. Promotional Review Committee Manage submissions and represent Patient Services at the cross-departmental Promotional Review Committee for two to four BIIB products. Partner with medical, legal, regulatory, drug safety, and marketing representatives to ensure record approval. Use strong knowledge of Patient Services business needs to explain requirements and