Associate Director, PSS RLT Customer Support
Full Time
East Hanover, NJ 07936
$174,400 - $261,600 a year
Posted
Job description
Thousands of people die of cancer around the world every day. At Novartis, we are reimagining cancer care with radioligand therapy. By harnessing the power of radioactive atoms and applying it to advanced cancers, radioligand therapy is theoretically able to deliver radiation to target cells anywhere in the body. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. We are passionate about improving patient health by leading innovation in nuclear medicine and our ambition is to touch 1 million patients’ lives with radioligand therapy by 2030. We are looking for people who share our commitment to help us achieve this goal.
The Associate Director of Customer Support reports into the Director of PSS RLT Customer Engagement and will play a key leadership role in the strategy and operations of the RLT customer service team (supporting product ordering, logistics and connection to other patient services). The associate is responsible for working with internal and external stake-holders (including vendors) to optimize current operations with the goal of delivering quality customer support at scale. This includes designing new processes, implementing new tools/resources, supporting team training efforts and assessing performance. The associate also serves as the Customer Engagement team lead in the collaboration with department leadership, market access, legal, finance, and compliance.
Hours of operations and holiday coverage:
Travel requirement:
Major Accountabilities
The Associate Director of Customer Support reports into the Director of PSS RLT Customer Engagement and will play a key leadership role in the strategy and operations of the RLT customer service team (supporting product ordering, logistics and connection to other patient services). The associate is responsible for working with internal and external stake-holders (including vendors) to optimize current operations with the goal of delivering quality customer support at scale. This includes designing new processes, implementing new tools/resources, supporting team training efforts and assessing performance. The associate also serves as the Customer Engagement team lead in the collaboration with department leadership, market access, legal, finance, and compliance.
Hours of operations and holiday coverage:
- Ability to support team from 6 AM to 8 PM EST as needed
- This position will require holiday support for Customer Engagement team
Travel requirement:
- This position will require up to but not more than 20% of domestic travel.
Major Accountabilities
- Drive Customer Engagement team adoption of enhanced customer-centric capabilities to deliver high quality customer service to internal and external stakeholders
- Engage with Customer Engagement team to define process optimization opportunities patient access and the customer experience
- Measure and analyze key performance metrics related to Customer Engagement and drive continual process improvement. Metrics includes but are not limited to: order accuracy, customer satisfaction, new systems/application adoption, and internal stakeholder satisfaction.
- Lead Customer Engagement training efforts to ensure effective adoption of new processes and tools
- Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews
- Work closely with internal and external stakeholders to ensure data exchanges and as-sociated reporting are timely and accurate
- Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws / regulations with
EEO Statement
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.
Minimum requirements
- Bachelor’s Degree Minimum
- MBA preferred
- Fluent English, other languages desirable
- Average of 5-7 of pharmaceutical or healthcare industry experience. This can include patient access services, customer service operations, program management and/or call center technology solutions
- Solid understanding of the healthcare environment specifically in the area delivering services to Health Care Professional and Patient
- Strong analytical and problem-solving skills
- Proven ability to design and implement solutions for internal team and external customers (e.g., new processes, procedures, applications)
- Contribution to a positive, inclusive, and highly productive team culture
Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
The pay range for this position at commencement of employment is expected to be between $174,400.00 to 261,600.00 a year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork
Division
Innovative Medicine US
Business Unit
Novartis Patient Support
Country
USA
Work Location
East Hanover, NJ
Company/Legal Entity
Novartis Pharmaceuticals
Functional Area
Market Access
Job Type
Full Time
Employment Type
Regular
Shift Work
No
Early Talent
No
seankuhnke.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, seankuhnke.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, seankuhnke.com is the ideal place to find your next job.