Associate Director, Product Adoption (1 of 2)

Band

Level 5

 

Job Description Summary

The location for this role is East Hanover, NJ.

There are 2 Associate Director, Product Adoption positions associated with this job posting.
The roles are as follows:

1-Associate Director, Product Adoption
2-Associate Director, Product Adoption

 

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 ED, Product Adoption, 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 Associate Director of Product Adoption plays a key role in supporting the broader Novartis environment to implement new technologies that enhance support operations. This role plays an important role supporting a cross-functional team to ensure products satisfy 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 to drive business growth and ensuring our products remain competitive and impactful in the market. 

Key Responsibilities:

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

• Monitor that the ticketing system supports efficient capture, categorization, and prioritization of requests 

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

• Identify, document, and prioritize product defects in collaboration with development teams and vendors as needed 

• Conduct thorough user testing and validation of defect resolutions and product updates 

• Implement strategic feedback mechanisms to gather customer insights, informing product improvements and innovations and facilitate sharing of these insights 

• Maintain the efficiency and effectiveness of support operations while identifying opportunities for process improvements and innovations in product support 

• Analyze 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  

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. 

Education:

• Bachelor's or Master's degree in Information Management, Computer Science, Business

Essential Requirements:

• Minimum 6 years of experience in product support or a related field, with a proven track record of leadership and strategic oversight 

• Demonstrated ability to develop and implement strategic frameworks for product support that align with organizational goals<