Job Description Summary
Novartis has an incredible opportunity for a talented individual to join our team as The Associate Director of NPS CRM, Program Support. You will play a key role in strategy and operations supporting product ordering, logistics and connection to other patient services. The associate is responsible for working with internal and external stakeholders (including vendors) to implement new programs and optimize current operations with the goal of delivering a quality customer and patient experience at scale. This includes designing new processes, implementing new programs/tools/resources, supporting team training efforts and assessing performance. You will develop data driven insights to inform key business decisions. The associate also serves as a key point of contact in the collaboration with department leadership, market access, legal, finance, and compliance colleagues.
This position will be located at the East Hanover site and will not have the ability to be located remotely. This position will require 20% travel as defined by the business (domestic and/or international). Please note that this role would not provide relocation, and only local candidates will be considered.
Key Responsibilities:
- Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders
- Engage with NPS CRM team to define process optimization opportunities
- Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support product fulfillment, patient access and the customer experience
- Measure and analyze key performance metrics and drive continual process improvement including customer satisfaction, new systems/application adoption, and internal stakeholder satisfaction
- Own and resolve escalations related to customer engagement
- Lead team training efforts to ensure effective adoption of new processes and tools
- Serve as day-to-day liaison with Novartis CRM colleagues to coordinate and streamline processes across Patient Services, Finance and Customer Services
- Provide regular updates to department leadership on program performance and coordinate monthly and quarterly business reviews
- Ensure timely and accurate data exchanges and reporting by working closely with internal and external stakeholders
- Communicate key operational events to leadership for effective business understanding and coordination
- Ensure alignment with NPS & Brand strategies to eliminate coverage barriers for patients
- Partner with NPS Content Center of Excellence and external agencies for communication strategies and materials development
- Identify opportunities to apply learnings across disease areas with an Enterprise approach in collaboration with the NPS CoEs
- Ensure program compliance with legal and regulatory requirements
- Responsible for identifying and reporting adverse events through established Novartis systems
Essential Requirements:
- Bachelor's degree with minimum 5 years pharmaceutical industry experience in patient access services, program management, account management or brand marketing
- Strong understanding of healthcare environment delivering services to healthcare professionals and patients
- Analytical skills to anticipate trends and risk areas
- Problem-solving skills for cross-functional team conflicts, budget restraints and project challenges
- Experience in budget management
Desired Requirements:
- Experience managing agency activities related to asset creation
- FUSE / MAP experience
- Proven ability to design and implement innovative solutions for internal teams and external customers
- SalesForce.com knowledge preferred
Compensation Summary:
The salary for this position is expected to range between $145,600 and $270,400 per year. Final salary depends on skills and experience and will be reviewed periodically. Compensation includes performance-based cash incentive and eligibility for annual equity awards. Benefits include health, life, disability, 401(k) with company match, generous time off and more.
EEO Statement:
Novartis is an Equal Opportunity Employer that does not discriminate based on legally protected status.
Accessibility and reasonable accommodations
Novartis is committed to providing reasonable accommodations for individuals with disabilities throughout the application and employment process.
