VP, Customer Engagement Future Readiness, Launch, and Field Operations

Band

Level 8

 

Job Description Summary

#LI-Remote

This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. This position will require 10% travel.

Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.

Company will not sponsor visas for this position.

The Vice President, Customer Engagement Strategy, Launch & Field Operations leads the development and execution of a unified customer engagement strategy that integrates virtual and field-based models. This role is pivotal in transforming how the organization connects with customers across therapeutic areas by leveraging market insights, digital innovation, and agile operations. With a focus on strategic foresight and operational excellence, the Vice President, Customer Engagement Future Readiness, Launch & Field Operations will oversee go-to-market planning, field effectiveness, and continuous process improvement. As a key advisor to the Chief Customer Engagement Officer and member of the leadership team, this leader ensures alignment across strategy and execution to drive superior customer experiences. The position demands a visionary approach paired with disciplined execution to deliver measurable business outcomes.

 

Job Description

Key Responsibilities:

• Shape and execute a forward-looking customer engagement strategy that integrates virtual and field-based models, ensuring alignment with evolving market dynamics, customer expectations, and enterprise objectives.
• Lead transformation initiatives across the Customer Engagement function, including the design and scale-up of innovative go-to-market models, proof-of-concept pilots, and field deployment strategies that drive measurable impact.
• Oversee comprehensive field operations, including sales planning, incentive compensation, asset management, and field force effectiveness, to ensure seamless execution and operational excellence.
• Drive continuous improvement in operational processes and governance, enhance organizational agility, executional speed, and quality across all customer engagement activities.
• Own enterprise-wide resource planning and allocation, optimizing coverage and return on investment while ensuring responsiveness to shifting market conditions and business priorities. Collaborate with Sales, Finance, P&O, and Analytics to align resources with national sales targets and business priorities.
• Foster cross-functional collaboration with Marketing, Market Access, US Medical Affairs, IDS, and Integrated Marketing to deliver a unified and innovative customer engagement model that supports enterprise growth.
• Champion a culture of innovation and learning, encouraging experimentation, sharing of insights, and adoption of best practices to elevate team performance and strategic outcomes.
• Lead and develop a high-performing team across the US, cultivating an inclusive, patient-centric culture grounded in organizational values and full compliance with ethical Company policies, guidelines, guidance’s and SOPS, including but not limited to the Code of Ethics, Compliance Navigator, the Equal Employment Opportunity Policy, and the Anti-Harassment Policy. 

Essential Requirements:  

• Bachelor's degree required; MBA preferred.
• 10+ years’ experience of progressive experience in pharmaceutical, biotech, healthcare, or healthcare consulting, including leadership across at least two cross-functional domains such as sales, marketing, market access, or operations.
• Proven ability to translate strategy into execution, with 3+ years’ experience in project management and leading sophisticated, cross-functional initiatives that deliver measurable business impact.
• Recognized ability in attracting, developing, and retaining diverse, high-performing teams, with exceptional leadership skills in building specialty sales or account management teams while fostering a collaborative and empowered culture.
• Strong strategic, critical thinking, and decision-making skills, with proficiency in using anticipatory analytics, financial knowledge, and competitive insights to enhance performance.
• Comprehensive knowledge of U.S. market access dynamics, including payer landscape, buy-and-bill models, and specialty pharmacy.
• Experience managing large, complex budgets and contributing to brand launch and commercialization processes.

Desirable Requirements:

• 4+ years’ experience within a significant consultancy group.

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