Sr. Director, Excellence & Insights – Patient Services

About KalVista Pharmaceuticals, Inc. 

KalVista is a global pharmaceutical company dedicated to delivering life-changing oral therapies for individuals affected by rare diseases with significant unmet needs. The KalVista team discovered and developed EKTERLY®—the first and only oral on-demand treatment for hereditary angioedema (HAE)—and continues to work closely with the global HAE community to improve treatment and care for this disease around the world.

For more information about KalVista, please visit www.kalvista.com and follow us on LinkedIn, X, Facebook and Instagram.

About EKTERLY® (sebetralstat)

EKTERLY (sebetralstat) is a novel plasma kallikrein inhibitor approved in the United States, European Union, United Kingdom and Switzerland for the treatment of acute attacks of hereditary angioedema (HAE) in people 12 years of age and older. EKTERLY is the first and only oral on-demand treatment for HAE, offering efficacious and safe treatment of attacks without the burden of injections. With ongoing studies exploring its use in children aged two to 11 and multiple regulatory applications under review in key global markets, EKTERLY has the potential to become the foundational therapy for HAE management worldwide.

For more information visit EKTERLY.com.

 

About the role:

We are seeking a senior-level leader to drive excellence and insights across our Patient Services programs. This role will be responsible for identifying and implementing strategic improvements, leveraging data to inform decisions, and ensuring our services deliver measurable value to patients. The ideal candidate will bring a strong background in healthcare operations, analytics, and continuous improvement, with a passion for patient-centric innovation.

Responsibilities:

Excellence & Continuous Improvement

• Lead initiatives to enhance service delivery, operational efficiency, and scalability
• Develop and implement frameworks for continuous improvement across patient support programs
• Facilitate cross-functional collaboration to identify and resolve systemic challenges
• Promote a culture of excellence through training, coaching, and performance management

Insights & Analytics

• Design and manage dashboards and reporting tools to monitor program performance
• Analyze patient journey data to uncover trends, gaps, and opportunities for improvement
• Translate insights into strategic recommendations for leadership and cross-functional teams
• Collaborate with Data Science, IT, and external partners to advance analytics capabilities

Strategic Leadership

• Serve as a thought partner to Patient Services leadership, contributing to long-term strategy
• Lead cross-functional working groups focused on innovation, outcomes, and experience
• Represent Patient Services in enterprise-wide initiatives related to data, quality, and transformation

Key Performance Indicators (KPIs):

Operational Excellence KPIs

• Cycle Time Reduction: Decrease time from patient enrollment to service initiation
• First Contact Resolution Rate: Increase percentage of patient issues resolved on first contact
• Process Standardization Rate: Improve consistency across service delivery workflows
• Innovation Adoption Rate: Track implementation and impact of new tools/processes
• Cost-to-Serve Metrics: Optimize cost per patient served while maintaining quality
• Employee Engagement in Excellence Initiatives: Increase participation in training and improvement programs

Insights & Impact KPIs

• Data Accuracy & Reporting Timeliness: Ensure data accuracy and timely delivery of insights
• Insight-to-Action Conversion Rate: Track how often insights lead to implemented changes
• Dashboard Utilization Rate: Measure engagement with reporting tools across teams
• Strategic Initiative Success Rate: Monitor outcomes of data-driven improvement projects

Patient Outcome KPIs

• Treatment Adherence Rate: Increase percentage of patients adhering to prescribed therapies
• Time to Therapy Initiation: Reduce average time from diagnosis to first dose
• Patient Retention Rate: Improve continuity of care and reduce drop-off in long-term support programs
• Patient-Reported Outcome Measures (PROMs): Improve scores related to quality of life, symptom management, and satisfaction

Qualifications:

• Bachelor’s degree required; advanced degree in healthcare, life sciences, business, or related field preferred
• 10+ years of experience in healthcare operations, analytics, or continuous improvement, ideally within pharma or biotech
• Proven track record of leading strategic initiatives and driving measurable impact
• Strong knowledge of patient support models, regulatory standards, and healthcare data
• Expertise in data visualization tools (e.g., Tableau, Power BI) and statistical analysis
• Exceptional communication, leadership, and stakeholder management skills

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Important Notice to Third-Party Recruiters & Staffing Agencies:

The current job openings advertised on this website are for the sole purpose of candidates to apply directly. Unsolicited and anonymous CVs submitted in any manner to KalVista employees, including to employee personal e-mail accounts, are considered to be the property of KalVista and will not qualify for a fee to be paid. Referral fees will only be payable where KalVista has agreed with an agency to work on a specific appointment, and then only in conjunction with a fully-executed contract for service.

If any Agency representative contacts a KalVista Hiring Manager or company employee, other than a member of the KalVista Talent Acquisition team, to solicit an appointment to engage on a job opening, that Agency will not be considered for that specific job opening or future opportunities with KalVista.

Thank you for your understanding and cooperation.