PSP Manager

Job summary

The PSP Manager leads the strategy, operational delivery, and continuous improvement of Patient Support Programs for cardiometabolic health brands. This includes managing external vendors, overseeing program budgets, and collaborating with cross-functional teams to enhance patient and healthcare professional experiences.

Job details

PSP Manager, CMH (24-month contract) Toronto, ON - Hybrid Introduction We are hiring a PSP Manager for our client, Eli Lilly, based in Toronto, Ontario. Reporting to the Senior Director, Customer Support Program Lead, the PSP Manager will support retail brands within the Cardiometabolic Health portfolio, including Zepbound and Mounjaro. This role will support in leading the strategy, operational delivery, monitoring, and continuous improvement of Patient Support Programs (PSPs), with a focus on delivering exceptional patient and healthcare professional experiences. The successful candidate will work closely with cross-functional partners and external vendors to ensure PSPs operate effectively and continue to evolve based on patient, healthcare professional, and business needs. This is a 24-month contract position with a hybrid schedule requiring 2-3 days per week in the office. Responsibilities PSP Strategy Development & Program Design Partner with brand teams to identify patient needs, understand customer expectations, and assess the competitive landscape for retail products. Develop and implement PSP strategies aligned with global design principles, Canadian market requirements, and brand objectives. Support retail brands within the Cardiometabolic Health portfolio, including Zepbound and Mounjaro. Collaborate with cross-functional teams including Brand, Medical, IT, Patient Safety, Quality, Supply Chain, Legal, Ethics & Compliance, Market Access, Government Affairs, and Finance to design and enhance patient support programs. Define operational requirements, implementation plans, resources, and vendor support necessary for successful program execution. Identify opportunities to improve patient and healthcare professional experiences throughout the PSP journey. PSP Operations, Monitoring & Oversight Oversee the day-to-day operations of Patient Support Programs, including PSP call centre support, financial assistance cards, co-pay assistance programs, and product troubleshooting. Manage relationships with external PSP vendors and ensure the timely resolution of patient, healthcare professional, and operational issues. Support private access reimbursement pathways, including programs that assist cash-paying patients through discount initiatives. Monitor program performance through CRM platforms, reporting, data analysis, customer feedback, call monitoring, and key performance indicators. Lead regular vendor performance reviews and cross-functional business reviews to evaluate program effectiveness and identify continuous improvement opportunities. Ensure programs operate in accordance with Patient Safety, Medical Quality, Privacy, Compliance, and Customer Experience standards. Manage program budgets, financial tracking, forecasting, and vendor contract oversight. Project Management & Stakeholder Leadership Lead complex, cross-functional initiatives involving multiple teams, stakeholders, timelines, and dependencies. Develop project plans and proactively identify risks, mitigation strategies, and opportunities for improvement. Manage stakeholder expectations, facilitate communication, and ensure alignment across internal and external partners. Collaborate with PSP colleagues to share best practices and support the delivery of high-quality patient support programs across therapeutic areas. Requirements University degree required; MBA preferred. 3+ years of Patient Support Program management experience within a pharmaceutical company on the manufacturer side. Experience supporting retail products. Familiarity with co-pay assistance programs, financial assistance programs, and PSP operational execution. Experience supporting private access reimbursement programs. Experience in budget management, financial tracking, and vendor oversight. Strong capabilities in data analysis, reporting, and leveraging CRM platforms to monitor program performance. Extensive project management experience with a proven ability to deliver complex, cross-functional initiatives. Demonstrated ability to manage multiple teams, tasks, timelines, and competing priorities. Strong customer-facing experience with a proven commitment to creating exceptional patient and healthcare professional experiences. Excellent collaboration skills across business units, functional departments, and external vendors. Strong attention to detail. Digital health experience is considered an asset. Bilingualism in English and French is considered an asset. What We Offer Why apply through Brunel? Finding the next step in your career can be a fulltime job in itself. We manage the process for you: from submitting your resume to coordinating interviews to extending offers and assisting with on-boarding. We’ll get you going while you get on with the job. About Us Brunel has a reputation for working with some of the best in the business. That’s what we continually strive for. Over 45 years, we’ve created a global network of interesting clients and talented individuals working together through a vast array of services.

What you’ll do

The PSP Manager leads the strategy, operational delivery, and continuous improvement of Patient Support Programs for cardiometabolic health brands. This includes managing external vendors, overseeing program budgets, and collaborating with cross-functional teams to enhance patient and healthcare professional experiences.

Requirements

Candidates must have a university degree and at least 3 years of pharmaceutical PSP management experience on the manufacturer side. Proficiency in budget management, CRM data analysis, and complex project management is required.

Listed skills

• Data analysis · Preferred
• Project management · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Patient Support Program Management
• PSP Strategy Development
• Vendor Management
• Budget Management
• Project Management
• CRM Platforms
• Data Analysis
• Stakeholder Leadership
• Reimbursement Pathways
• Cross-functional Collaboration
• Financial Tracking
• Operational Oversight

Job areas

• Healthcare
• Management & Leadership
• Customer Service & Support
• Consulting