Associate Director, CRM Product Owner

Band

Level 5

 

Job Description Summary

The location for this role is East Hanover, NJ

 

Job Description

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Strategy, Platforms & Transformation team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within Strategy, Platforms & Transformation and plays a crucial role in driving the transformation to a next-generation Customer360 operating model. 

Novartis seeks an accomplished product management leader with experience and demonstrated success transforming CRM capabilities within commercial operations. Strong innovation, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM Data and AI applications is key to success in this role. 

Reporting to CRM Product Management leadership, the Associate Director, CRM Product Owner supports the strategy, development, and delivery of priority CRM capabilities across the US CRM ecosystem. This role partners with business and technology teams to translate customer and field needs into clear requirements, manage a prioritized backlog, and drive execution through agile delivery. The Associate Director helps improve how Novartis engages customers by enabling process improvements, technology enhancements, analytics, and user experience updates—while ensuring solutions meet governance, privacy, and compliance expectations. 

 

 

Major Accountabilities   

  

• Own and deliver a defined product area: Drive end-to-end delivery for a set of CRM capabilities (e.g., field productivity, customer engagement workflows, medical engagement) from discovery through release and hypercare. 

• Translate business needs into requirements: Partner with stakeholders to gather, document, and prioritize requirements; define user stories, acceptance criteria, and success measures. 

• Manage and refine the backlog: Maintain a healthy backlog (prioritization, refinement cadence, dependencies, definition of ready/done) aligned to quarterly/PI planning and stakeholder priorities. 

• Drive disciplined agile execution: Work with delivery teams to plan, execute, and track work; remove blockers; manage scope trade-offs; and ensure predictable, high-quality releases. 

• Improve processes and user experience: Identify pain points in current workflows and propose enhancements; validate solutions with users; and support change adoption with clear documentation and enablement. 

• Partner across business and IT: Coordinate with CRM product managers, architecture, analytics, privacy/legal, and commercial/medical stakeholders to align on requirements, sequencing, and release readiness. 

• Ensure governance, p