Patient Experience Manager

Type: Permanent position
Location: Montreal - Head Office
Department: Sales, Marketing & Patient Experience
Reports To: Associate Director, Strategy & Program Management, Patient Experience

Summary of Purpose:

To support Otsuka’s strategic plan achievement, the Patient Experience Manager provides operational management including the planning, development and implementation of patient and other health care provider (HCP) support programs in Canada with the objective of delivering patients, caregivers and health care providers with a safe and convenient access to our products through an outstanding positive experience.


  • Plan the Patient Support Programs (PSP) development and management supporting assigned brands/therapeutic areas as required by business needs
  • Development, oversee and be accountable for assigned PSP activities, tools, forms, digital solutions, including our PSP CRM.
  • In collaboration with the respective Brand teams, define program elements, financial and clinical support strategy and define key success factors
  • Identify, select and manage third-party partners for the administration and operations of Otsuka programs
  • Actively participate to the consultation of external stakeholders for optimal development and continuous improvement of the programs
  • Represent Patient Experience Team at customer facing activities such as conferences, congresses and business meetings
  • Define quality standards and key performance indicators for the programs to maximize its success and monitor program performance
  • Support the tracking and management of program budget Ensure the conduct of programs is done according to internal, global, Canadian Provincial and Federal guidelines or procedures
  • Interface with Medical Affairs and Business Franchises to ensure strategic and tactical alignment of the PSP team according to set plans
  • Ensure effective communication across all teams and with centrally and regionally based staff
  • Provide initial and ongoing training and education to field staff on PSP services and facilitate education of HCPs regarding program offering.
  • Engage customer-facing staff in program design and as part of a cross-functional team to ensure program is optimized over time
  • Work directly with customer-facing staff and vendor partners to proactively resolve program issues
  • Identify innovative solutions for the optimal and safe use of the company products
  • Contribute to the development of the short- and long-term strategic direction of the business through cross-functional collaborations and planning
  • Stay abreast of changing conditions in the market and product portfolio to ensure that all PSP services reflect actual business needs while exceeding stakeholder expectations and maintaining highest quality standards
  • Reporting Safety Information, Product Quality Complaint and Customer Feedback as per training on current procedures

Qualifications and Key Competencies:

  • Bachelor’s degree or higher (preferably in healthcare or business)
  • Seven to ten years of experience in the pharmaceutical industry
  • Understanding of Canadian market access environment
  • Experience in Mental Health and/or Nephrology therapeutic areas would be a valued asset
  • Previous experience and success with patient advocacy campaigns and partnerships an asset
  • Demonstrated vendor management skills
  • Can track and manage budget
  • Understanding and experience working within the Pharmaceutical Advertising Advisory Board
  • Must be a dedicated team player
  • Customer focused
  • Strategic thinker
  • Great analytical skills
  • Able to cope with ambiguity
  • Superb written, verbal and presentation skills
  • Approachable, interpersonal and political savvy, including comfort around higher management
  • Can model Otsuka values of professionalism, integrity, quality and respect in the work environment
  • Has a very strong work ethic
  • Embraces leadership opportunities and takes great pride in delivering planned objectives
  • Is creative and flexible 

Supervision of Others:



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