VP, Customer Experience

Company Overview: Dyne Therapeutics is focused on delivering functional improvement for people living with genetically driven neuromuscular diseases. We are developing therapeutics that target muscle and the central nervous system (CNS) to address the root cause of disease. The company is advancing clinical programs for Duchenne muscular dystrophy (DMD) and myotonic dystrophy type 1 (DM1) as well as a preclinical programs for facioscapulohumeral muscular dystrophy (FSHD) and Pompe disease. At Dyne, we are on a mission to deliver functional improvement for individuals, families and communities. Learn more at https://www.dyne-tx.com/, and follow us on X, LinkedIn and Facebook. 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. MA Pay Range $300,000—$355,000 USD The pay range reflects the base pay range Dyne reasonably expects to pay for this role at the time of posting. Individual compensation depends on factors such as education, experience, job-related knowledge, and demonstrated skills. The statements contained herein reflect general details as necessary to describe the principles functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise balance workload. Dyne Therapeutics is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status, or any classification protected by federal, state, or local law.