Executive Director, US Patient Support Field Strategy & Effectiveness (Onsite or Remote)

Band

Level 7

 

Job Description Summary

#LI-Onsite #LI-Remote

Location: The ideal location for this role is East Hanover, New Jersey but remote work may be possible in the U.S. (there may be some restrictions based on legal entity). The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.

Relocation Support: Novartis is unable to offer relocation support: please only apply if accessible.

Join Novartis in shaping the future of patient support across the U.S. as Executive Director of Field Strategy and Effectiveness. Your leadership will be critical within the US Novartis Patient Support (NPS) organization to ensure alignment with business priorities, foster collaboration across therapeutic areas, and elevate field capabilities to set new standards of excellence in patient engagement.

This individual will partner with NPS Therapeutic Area (TA) VP’s, field leadership, the Novartis patient support center, and other matrix support partners to develop a sustainable NPS enterprise wide and TA specific field strategy, effective customer engagement planning, performance monitoring, field capability building, and field operational excellence for 400+ field associates. This includes designing strategic alignment of field teams with business priorities, effective stakeholder engagement plans, TA support program trainings, capabilities/skills/competency development, managing annual field planning cycles, local territory/account insight generation and business planning process, field reporting and communications, associate performance management including coaching plans, roster oversight, and deployment of NPS relevant field platforms, technologies, and CRM.

As part of this effort, the individual will develop and coach a team of directors who will liaise with a NPS Therapeutic Area VPs to develop and execute the TA/Product specific field strategies, communications, training plans, performance monitoring (KPIs), and insight generation. In addition, they will develop and coach a centralized NPS field operations team that will be responsible for standardizing common field team requirements such as the enablement of field platforms, reports and dashboards, and technology tools as well as executing stream-lined communications, training and coaching plans, sub-national assessments of program performance, and other field effectiveness tactics.

This role is highly customer focused and involves close collaboration with the NPS Leadership Team and key matrix cross functional partners to drive customer centric engagements, consistent usage of technology tools, while managing the NPS Field team's effectiveness through development of enterprise and therapeutic area da-ta driven insights on a continuous basis. In addition, success will require substantial interactions with field leadership, field-based NPS associates and first line managers, and requires high levels of flexibility, matrix influencing skills, self-starting adaptability and agility.

 

Job Description

Key Responsibilities:

• Lead the development of compliant NPS field engagement strategies and enable effective execution in partnership with TA VPs collaboration with other US functions (e.g. IDS, Customer Engagement, Medical, ERC, and Legal)  

• Ensure the NPS field’s strategic alignment with the Patient Service Center, focusing on the intentional design and deployment of field systems, tools, and programs. 

• Proactively develop and monitor national and local TA field business plans, execution, and performance specific to NPS programs; identify issues/opportunities and recommend solutions/course correction tactics as needed.  

• Develop and supervise a NPS field business excellence process that liaises with the Insights & Decision Science (IDS) team to manage field data assets, consistent business rules, KPIs, reports, incentive rankings, and platforms to continuously improve field force customer engagement

• Develop and optimize NPS field competencies, capabilities, and skills in partnership with NPS training team in line with enterprise and TA specific program developmental needs

• Supervise and streamline field roadmaps processes related to national/regional meetings, trainings, and Enterprise/TA specific field communications  

• Develop strong partnerships with enterprise operational teams across Novartis to anticipate internal and external business challenges and recommend process, product or field platform improvements.  

• Assess and design technology tools to support NPS's business priorities and achieve industry-leading impact; flexibly adapt data processes and platforms to meet NPS dynamic business needs.