AD, NPS Program Support - YTB

Band

Level 5

 

Job Description Summary

The Associate Director of NPS Program Support 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, including designing new processes, implementing new programs/tools/resources, supporting team training efforts and assessing performance. The associate will develop data driven insights to inform key business decisions and also serves as a key point of contact in the collaboration with department leadership, market access, legal, finance, and compliance colleagues.

Location: This position will be located in East Hanover, NJ and will not have the ability to be located remotely. This position will require up to 20% travel as defined by the business (domestic and/ or international).

 

Job Description

Key Responsibilities:

• Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders
• Engage with NPS disease area 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 and drive continual process improvement. Metrics includes but are not limited to: 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 disease area 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
• Work closely with internal and external stakeholders to ensure data exchanges and associated reporting are timely and accurate. Communicate to leadership key operational events as they arise to ensure effective business understanding and/or necessary coordination and adjustments
• Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws/regulations with minimal or no oversight. Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.
• Ensures adherence to all the relevant Novartis compliance policies & procedures for self and team (adverse events, PSP, P3 and all related to job role). Execute timely CAPA for any audit findings as required. Execute business continuity for the program’s responsibilities and lead the interactions with Novartis’ Patient-Oriented Program Committee as appropriate

Essential Requirements:

• Education: Bachelor’s Degree required
• At least 3-5 years of pharmaceutical industry experience to include patient access services, program management, account management or brand marketing
• Solid understanding of the healthcare environment specifically in the area delivering services to health care professionals (HCPs) and patients/customers
• Possess analytical skills in anticipating trends and areas of risk
• Problem-solving skills to resolve issues with cross-functional team conflicts, budgetary restraints, and or other obstacles that hamper the completion or implementation of a project/roll-out
• Experience with budget management

Desirable Requirements:

• FUSE/MAP experience and SalesForce.com knowledge
• Experience managing agency activities related to the creation of assets with proven ability to design and implement innovative and supportive solutions for internal team and external customers

The pay range for this position at commencement of employment is expected to be between $152,600 and $283,400/year; however, while salary ranges are effective from 1/1/25 through 12/31/25, 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 medi