Marsha Douglas

About Marsha Douglas

The future of patient access will be defined by how effectively life sciences organizations modernize the technology and ecosystems that power Patient Support Services. I work with life sciences organizations to transform how patients access and experience therapy by modernizing the technology and operational ecosystems that support Patient Support Services.As a Director of Program Management and Patient Support Services Technology Strategist, I lead large-scale digital transformation initiatives that sit at the intersection of technology platforms, patient services operations, and data-driven decision making. My work focuses on designing and orchestrating scalable technology ecosystems that enable more connected, intelligent, and efficient patient support models—ultimately improving therapy access, adherence, and patient outcomes.With more than 15 years of experience leading complex global programs, I specialize in translating strategic vision into technology-enabled solutions that transform how patient services operate. I partner with business, technology, and operations leaders to design and implement next-generation capabilities across the patient services ecosystem, including:• CRM modernization and patient services platform transformation• Digital patient engagement and support solutions• Data and analytics ecosystems that improve operational visibility• AI-enabled workflows that enhance patient services delivery• Scalable operating models that connect hubs, field teams, and specialty pharmaciesAt the core of my work is program orchestration—aligning cross-functional stakeholders, platforms, and operating models to bring transformational initiatives to life. I thrive in complex environments where success requires navigating ambiguity, coordinating global teams, and delivering enterprise programs that reshape how organizations serve patients.I am passionate about advancing how technology, data, and innovation can simplify patient journeys, remove barriers to therapy access, and enable more personalized patient support experiences within increasingly complex healthcare systems. Ultimately, my mission is to help organizations build intelligent, scalable Patient Support Services ecosystems that improve both operational performance and patient outcomes.

Experience

1. Director Program Management

   ZS

   Jan 2026 — Present · Boston, MA, US

   Responsible for driving complex, cross-functional programs that deliver measurable client impact. I lead end-to-end program execution while partnering closely with clients to design and scale Patient Support Services solutions aligned to strategic and operational objectives. My role combines delivery excellence, domain expertise, and innovation to enable sustainable account growth and high-quality outcomes. In parallel, I build and mentor high-performing, globally distributed teams, establish scalable delivery and governance models, and contribute to practice growth by supporting solution strategy, go-to-market efforts, and long-term client partnerships.

Education

• University of the West Indies- Mona Campus

  Master of Science (MSc), Tourism & Hospitality Management

  2008 — 2013

• Mona School of Business

  Diploma, Project Management

  2011 — 2011

• dotTech ICT Training & Consultants

  Certificate, Business Analysis

  2013 — 2013

• Massachusetts Institute of Technology

  Drug & Medical Device Development: A Strategic Approach, Professional Certification

• dotTech ICT Training & Consultants

  Certificate, Software Quality Assurance Fundamentals

  2012 — 2012

• University of the West Indies- Mona Campus

  Bachelor of Arts (B.A.), Literatures in English & Philosophy

  2003 — 2006

Skills

• Gap Analysis
• Lecturing
• Multi-Cultural Team Leadership
• Account Management
• Project Engineering
• User Experience
• Personal Branding
• Business Analysis
• Agile Methodologies
• Software Project Management
• Management
• Requirements
• Vendor Relationship Management
• Project Delivery
• Analysis
• Program Management
• Requirements Analysis
• Internal Communications
• Business Strategy
• Project Planning
• Project Management
• Consultants
• Sdlc
• Leadership
• Strategy
• Requirements Gathering
• Communication
• Business Process
• Agile Project Management
• Product Management
• Global Cross-Functional Team Leadership
• Consulting
• Strategic Planning
• IT Business Strategy
• Business Process Improvement
• Business Development
• Risk Assessment
• IT Strategy
• Quality Management