Director of Customer Operations-Sandoz

Sep 17, 2021

Job Description

The Director of Customer Operations is a leadership role, with a seat on the Institutional Leadership team, supporting the US Sandoz Institutional business in areas of strategy and operations. This role provides leadership for key strategic business processes and critical operational functions (e.g., project management, Franchise operations, Customer/Franchise Team coordination). S/he will help drive the Sandoz US Institutional vision and business, driving translation of the strategy into operational and organization actions. He/she will collaborate with immediate and cross-functional team members on additional key strategic projects and provide input into decision making. S/he will partner with Franchise and Sales heads across the business to monitor and drive performance across the business and ensure best in class business operations for launch and inline assets. In addition, he/she will often spearhead key initiatives for the Head, Institutional Sales & VP of Sales.

Major Accountabilities

The Director of Institutional Operations is responsible for driving operational excellence across the institutional business. This will require strong coordination with Marketing, Sales, Pricing/Reimbursement and other Supply Chain leadership to ensure aligned goals and objectives.

The scope of responsibilities will be primarily operational in nature. Specific duties and responsibilities include, but are not limited to:

Institutional Operational Responsibilities:
•Refining direct customer enrolment process & customer service engagement model to expedite on-boarding and maintain new accounts
•Driving coordination and implementation of Sandoz Select program
•Driving development and oversight of institutional CRM project
•Coordinating with internal (NBS/PLS) resources to deliver operational opportunities and cost savings
•Supporting development of new digital strategy capabilities for direct ordering
•Managing sales launch excellence capabilities and ensure launch readiness for key pipeline assets
•Supporting TBR refinement and key metrics for sales operations and execution of quarterly tactics
•Driving efficiency within institutional trade & managing institutional trade operations personnel
•Project management of key institutional initiatives to drive sales growth
•Manage Institutional NBO, BIR, RFP and ROFR processes and execution
•Work in conjunction with Institutional logistics coordinator to find process improvements and increase ISF customer-facing time

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

•Education: A Bachelor's degree is required; An MBA or advanced degree preferred
•7-10 years of experience. Specifically experience with drivers for commercialization across different channels.
•‘Real-world’ experience of at least 4 years in at least two of these functional areas : strategy, finance, market research, sales, sales operations, marketing, managed markets, operations, reimbursement, patient services
•Understanding of US healthcare market, particularly branded, branded specialty biologics, and generics commercial drivers (e.g., reimbursement, marketing, sales)
•Demonstrated strategic and intellectual agility (big picture) combined with analytical and modelling expertise (detail orientation)
•Collaboration with ability to influence and enforce accountability
•Entrepreneurial and effective/efficient project management, requiring minimum direction under tight timelines
•Proven ability to work effectively across a matrixed and widely-dispersed organization
•Proven leadership experience and motivating a team around a vision.

Why consider Sandoz?
Our number 1 priority is to pioneer patient access to better healthcare. We are a company
of firsts. 1st to develop an oral penicillin antibiotic. 1st to develop and launch biosimilars.
1st to launch an FDA-cleared digital therapeutic. And we never stop asking: how can we
continue to pioneer access in an ever-more digital and global world?
The answers come when curious, courageous and collaborative people are
empowered to ask new questions, make bold decisions and take smart risks.
Sandoz, a Novartis division, is a leader in generic and biosimilar medicines and a pioneer
in digital therapeutics.
Imagine what you could do at Sandoz!

Commitment to Diversity & Inclusion:
Sandoz, a Novartis company, embraces diversity, equal opportunity and inclusion. We are
committed to building diverse teams, representative of the patients and communities we serve,
and we strive to create an inclusive workplace that cultivates bold innovation through
collaboration, and empowers our people to unleash their full potential.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:
We are Novartis. Join us and help us re-imagine medicine.
Princeton, NJ
Full Time
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Director of Customer Operations-Sandoz

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