Senior Manager - Patient Solutions

About the Department 

The Finance, Insights & Enterprise Solutions department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance, Insights & Enterprise Solutions works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, insights and analytics, delivering patient support solutions, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?

 

The Position

This role is part of a transformative and exciting journey across the Patient Solutions Organization as we embark on the path of modernization and expansion of the Patient Support Solutions across multiple therapeutic areas at Novo Nordisk Inc., (NNI). The Senior Manager Patient Solutions will be responsible for delivering the vision spread across a multi-year roadmap for the CRM and Telephony systems. This role develops, manages, and prioritizes the product backlog, engages with the key stakeholders and sets expectations among PSP team colleagues. The Senior Manager understands and supports the business processes for PSPs utilizing the case management system, including Customer Care, NovoCare® hubs and Patient Assistance Programs.

 

This individual is responsible for ensuring successful implementation and adoption of the system, shaping solutions, collaborating with IT to build requirements, system Life Cycle Management and driving change management. An ideal candidate will have a customer first mindset with an ability to balance needs spanning customer service, operations, marketing and compliance.

 

Relationships

This role reports to the Associate Director-Patient CRM Product Owner. Collaborates cross-functionally with internal teams, such as IT, Legal, Privacy, Patient Safety, Data Governance and Analytics, and Marketing, as well as with external service providers and technical development vendors.

 

Essential Functions

• Lead the strategic implementation of bespoke telephony and Salesforce CRM solutions, enhancing the operational efficiency of Patient Support Operations, which includes Customer Care, Patient Support Hubs, and Patient Assistance Programs
• Serve as the Subject Matter Expert (SME) across diverse functional areas, championing business requirements and ensuring congruence with overarching operational objectives
• Direct vendor engagement and collaboration, maintaining adherence to project objectives and quality benchmarks
• Curate, manage, and expedite the product backlog, informed by stakeholder insights, market dynamics, and strategic business imperatives
• Guide and facilitate System Life Cycle Management, responsive to the project's progressive demands
• Act as the definitive liaison to the scrum team, clarifying product visions and goals
• Solicit and integrate stakeholder feedback, pinpointing challenges and assimilating user requirements
• Guarantee the effective deployment and assimilation of the product within the operational framework
• Track product performance metrics, leveraging data to drive continuous enhancement initiatives
• Conduct regular briefings on product evolution and milestones, fostering organizational coherence and stakeholder consensus
• Endorse system specifications and business processes, ensuring they reflect the collective busine