Jan 13, 2023

Job Description

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

The Associate Director of Customer Support reports into the Director of PSS RLT Customer Engagement and will play a key leadership role in the strategy and operations of the RLT customer service team (supporting product ordering, logistics and connection to other patient services). The associate is responsible for working with internal and external stakeholders (including vendors) to optimize current operations with the goal of delivering quality customer support at scale. This includes designing new processes, implementing new tools/resources, supporting team training efforts and assessing performance. The associate also serves as the Customer Engagement team lead in the collaboration with department leadership, market access, legal, finance, and compliance colleagues.

Your responsibilities include, but are not limited to:
• Drive Customer Engagement team adoption of enhanced customer-centric capabilities to deliver high quality customer service to internal and external stakeholders
• Engage with Customer Engagement team to define process optimization opportunities
• Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support order management, patient access and the customer experience
• Measure and analyze key performance metrics related to Customer Engagement and drive continual process improvement. Metrics includes but are not limited to: order accuracy, customer satisfaction, new systems/application adoption, and internal stake-holder satisfaction
• Own and resolve escalations related to customer engagement
• Lead Customer Engagement training efforts to ensure effective adoption of new processes and tools
• Serve as day-to-day liaison with Novartis RLT colleagues to coordinate and streamline processes across Patient Services, Finance and Customer Services
• Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews

This is a US based position. No international relocation will be provided for this position.

This position will be located at the East Hanover, NJ 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).

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

What you’ll bring to the role:
Education: Bachelor’s Degree Minimum; MBA preferred

• Average of 5-7 of pharmaceutical or healthcare industry experience. This can include patient access services, customer service operations, program management and/or call center technology solutions
• Solid understanding of the healthcare environment specifically in the area delivering services to Health Care Professional and Patient
• Strong analytical and problem-solving skills
• Proven ability to design and implement solutions for internal team and external customers (e.g., new processes, procedures, applications)
• Contribution to a positive, inclusive, and highly productive team culture


Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
East Hanover, NJ
Market Access
Full Time
careers default image

Associate Director, PSS RLT Customer Support

Apply to Job Access Job Account