Associate Director, NPS Neuromuscular Program Strategy & Operations
NovartisAbout the role
Job Description Summary
#LI-HybridThe ideal location for this role is East Hanover, New Jersey site. Relocation may be possible and requires necessary approvals.
The Associate Director of NPS Neuromuscular Program Strategy and Operations 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. This includes 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. The associate also serves as a key point of contact in the collaboration with department leadership, market access, legal, finance, and compliance colleagues.
Job Description
Major Responsibilities:
Develop and drive adoption of enhanced customer-centric capabilities to deliver high quality support to internal and external stakeholders
Engage with NPS Neuromuscular team to define process optimization opportunities
Support delivery of systems and tools in partnership with IT (as well as 3rd parties) to support product fulfillment, 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 Neuromuscular 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
Ensure alignment with NPS & Brand strategies to develop tools necessary for NPS Access & Reimbursement Teams to help eliminate coverage barriers for patients.
Partner with NPS Content Center of Excellence (CoE) to adhere to the enterprise content approach
Partner with NPS Content CoE and external creative agencies to develop communication strategies and materials necessary to execute and educate on NPS programs
Ensure “sign-off” of concept,
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