VP, Customer Experience

Role Summary:

The Vice President, Customer Experience leads Dyne’s nationwide field organization, setting strategic direction and driving operational execution for our first commercial launch. This role orchestrates cross-functional collaboration across key accounts, medical affairs, patient services, and reimbursement to ensure patients with neuromuscular diseases, including DMD, DM1, and FSHD, receive optimal care.

The VP builds and directs a high-performing team focused on delivering Dyne’s innovative therapies to patients, starting with our lead candidate in DMD. Success requires exceptional leadership, deep launch expertise, and a strong understanding of market dynamics, customer insights, and the competitive landscape. This leader ensures seamless coordination across all field functions to position Dyne for sustained growth and impact.

This is a field-based role.

Key Responsibilities

Sets the Strategy

• Craft a cohesive go-to-market strategy that resonates with the target audience, distinguishes Dyne from competitors, and creates market impact
• Implement business plans to achieve performance goals, including regional launch readiness reviews with senior leadership. 
• Develop and implement national and regional account and marketing plans to achieve business objectives within the rare disease therapeutic area. 
• Understand the specific market landscape and trends within each region to identify opportunities and adapt strategies. 
• Develop and implement long-term strategies for growth and expansion within each region. 

 Operational Execution & Launch Excellence

• Drive cross-functional collaboration with Medical Affairs, Patient Services and Distribution, Commercial Operations, Market Access, Corporate Affairs, Human Resources, Compliance, Legal and Patient Advocacy
• Serve as the orchestrator for customer-facing teams to build strong relationships with healthcare providers, KOLs, payers, and other key stakeholders
• Builds and maintains strong relationships with key opinion leaders (KOLs), healthcare professionals (HCPs), and other stakeholders within sites of care
• Manage and grow key accounts across the nation, ensuring the successful adoption of Dyne’s rare disease products. 
• Navigate the complex US access environment with innovative approaches and patient services support to ensure optimal patient access
• Ensuring customer satisfaction and addressing any issues within the region
• Ensuring that all activities and interactions comply with relevant regulations and guidelines. 

 Business Performance & Financial Management

• Develop and oversee financial plans for the region, including revenue maximization and budget management. 
• Deliver on key performance indicators for appropriate KOL/HCP interactions, market access, and product adoption
• Ensure operational efficiency across all aspects of the region
• Allocate resources strategically to maximize impact and ROI

People Leadership & Development

• Build and inspire high-performing, cross-functional teams that drive innovation, excellence, and an entrepreneurial spirit.
• Motivate, empower and coach the team, delegating tasks and ensuring they meet performance expectations.  
• Mentor regional team members to drive performance and development. 
• Foster strong partnerships across functions to ensure aligned objectives and seamless implementation

Education/Experience/Skills:

• Bachelor’s degree with a minimum 20 years of progressive experience in Pharmaceutical/Biotech
• Rare disease commercial launch experience is required
• Prior experience leading a national sales organization in a biotech or pharma company is strongly preferred
• Culture builder & talent magnet that attracts, hires, develops, retains, and promotes top talent; sets a people-first, performance-driven culture.
• Experience leading cross-functional teams in at least one other discipline (e.g., marketing, market access, patient services, clinical specialty or medical, other) is strongly preferred
• Exceptional leadership ability to lead and motivate teams, set clear goals, and deliver performance. 
• Experience managing field organizations through change, innovation, or growth is highly valued.
• Excellent interpersonal and communication skills to build and maintain strong relationships with all stakeholders.
• Strong strategic thinking, business acumen, communication and enterprise leadership and ability to develop and execute operational plans, adapt to changing market conditions, and identify opportunities.
• Experience navigating complex regulatory and compliance environments including strong understanding of relevant policies guiding the Pharmaceutical Industry
• Innovative mindset with ability to drive transformation while delivering results.
• Willingness and ability to travel more than 50% of the time, including frequent overnight stays.