Executive Director, Product Adoption

Job Description Summary

This position will be located in the East Hanover, NJ site.

 

Job Description

The Insights and Decision Science (IDS) team is dedicated to enabling improved decision-making at Novartis by leveraging data and advanced analytics capabilities to generate actionable insights that drive business growth. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. Reporting to the VP, Head of Applications and Emerging Data Products, this position plays a vital role in bridging technical solutions with customer insights, thereby contributing to the overall success of Novartis’ business. 

 

In alignment with the broader objectives of the Insights and Decision Science (IDS) team, the Executive Director, Product Adoption plays a key role in implementing best practices and new technologies that enhance support operations. This role plays an important role in ensuring the product satisfies the user requirements and all feedback shared by end users are well incorporated in the product by collaborating with development teams and facilitating effective communication to enhance product functionality. By monitoring key performance indicators and utilizing customer insights, the ED contributes to the overall impact and success of IDS, driving business growth and ensuring our products remain competitive and impactful in the market. 

Key Responsibilities:

• Develop a comprehensive framework for product support that aligns with organizational goals and customer expectations 

• Define the process of capturing feedback and enhancements by defining a ticketing system, ensuring it supports efficient capture, categorization, and prioritization of requests 

• Establish and refine high-level processes and guidelines for triaging support requests, ensuring alignment with organizational priorities and customer needs 

• Facilitate effective communication and collaboration with DDIT and other stakeholders to ensure alignment on technical solutions and priorities to address user-reported issues and enhance product functionality 

• Foster strong working relationships with relevant development teams to identify, document, and prioritize product defects in collaboration with development teams and vendors as needed 

• Lead cross-functional initiatives to ensure thorough user testing and validation of defect resolutions and product updates 

• Develop strategic feedback mechanisms to gather customer insights, using this data to inform product improvements and innovations and facilitate sharing of these insights 

• Develop best practices and new technologies to enhance the efficiency and effectiveness of support operations while identifying opportunities for process improvements and innovations in product support 

• Evaluate support metrics to identify trends and areas for improvement in the support process while maintaining reporting systems to track key performance indicators (KPIs) for product support  

Essential Requirements:

Experience:  

Novartis seeks an individual with extensive experience overseeing data governance operations. The individual should have a deep understanding of industry best practices and a proven ability to manage data-related risks, including privacy and security concerns. A commitment to driving continuous improvement in data governance processes, informed by data insights and industry trends, is essential to this role. 

• Bachelor's or Master's degree in