Associate Director, Customer Interaction Operations Lead

Location: East Hanover, NJ (Hybrid)
#LI-Hybrid
 

The Operations Lead for speaker programs will oversee and ensure the smooth and efficient execution of all operational aspects related to these programs. This position will play a crucial role in coordinating and managing the logistical details and operational processes involved in organizing speaker programs.

Your Key Responsibilities:

• Manages Speaker Program operations at the vendor including Logistics Planning Team and Virtual Deliver support managers.
• Monitor KPIs to ensure service delivery is maintained to a high quality and implement corrective action as needed to address issues.
• Monitor service CSAT scores and troubleshoot issues as they arise.
• Manage and adjust resource levels to ensure alignment with the changing business forecast.
• Track HCP and association payments for Speaker Programs and R/Ls to ensure timely processing and troubleshoot issues as they arise.
• Maintain WPD and process documentation for the smooth and compliant operation of the Speaker Program service.
• Maintain training material and monitor training completion for support vendors to ensure that they are trained with the latest process to compliantly execute activities.
• Work with the technology and platform manager to ensure that customer and vendor feedback is incorporated in the product roadmap.
• Continually look for opportunities to streamline the operational process and implement process automation where possible.

Role Requirements

Essential Requirements:

• Bachelor's degree in a relevant field such as business administration, operations management, event management, or a related discipline.
• Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams, vendors, and stakeholders at various levels.
• Leadership qualities to guide and motivate teams, manage conflicts, and drive results.

Desirable Requirements:

• Postgraduate or Master's degree in a relevant field is a plus; preferred areas would be operations management, compliance, process improvement, lean six sigma etc.
• Extensive experience in operations management, project management and/or event management is highly desirable.
• Experience in vendor management, budget management, and compliance management is valuable.
• Familiarity with compliance requirements, such as the Sunshine Act and transparency reporting, and experience ensuring adherence to regulations a plus.

Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $130,400.00 and $195,600.00 / year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.