Manager, Enterprise Operations

Job Description Summary

#LI-Hybrid

Location:

The ideal location for this role is the East Hanover, New Jersey site. Relocation may be possible and requires necessary approvals.

The Manager, Enterprise Operations Support is responsible for the efficiency and effectiveness of PSC processes and ways of working for an associated PSC function, which includes intake, case management, coverage and access, and others. As part of the role, the Manager is responsible for the creation of PSC processes and their associated lifecycle and optimization through process mapping and application of best practices.  This position works closely with PSC Program Management, as well as cross-functional Novartis Patient Support (NPS) functions, including Disease State Teams (DSTs), Platform Strategy, Launch Excellence, Performance Excellence, and Data Analytics. Critical success factors include the

 

Job Description

Key Responsibilities:

Creating and optimizing PSC processes through process mapping and best practices
Supporting the operational agenda and priorities for program transitions, new launches, technologies, and capabilities both short-term and long-term
Collaborating with DSTs, Launch Excellence, and Platform Strategy to execute program transitions and new launch planning, specifically focusing on operational process mapping and enterprise functional operations
Applying an enterprise lens to all operational processes within the Patient Support Center (PSC) to drive efficiency and effectiveness
Creating operational process maps for the PSC, leveraging subject matter expertise and aligning with matrixed partners for deployment planning and dependencies
Participating in Go-To-Market and NPS meetings to understand NPS requirements and translating them into PSC operational needs
Ensuring efficient and effective PSC processes and ways of working across intake, case management, coverage and access
Supporting the process and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficiencies
Collaborating with PSC Program Management, as well as various cross-functional NPS functions like DSTs, Platform Strategy, Launch Excellence, and Performance Excellence
 

Essential Requirements:

Education: Bachelor's Degree, advanced degree preferred
Three years of pharmaceutical, life sciences consulting and/or pharmaceutical vendor experience
Experience working in a pharmaceutical contact center
Strong interpersonal, communication, influencing and analytical skills
Ability to manage multiple projects and consistently meet deadlines
Working knowledge and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms
Knowledge of commercial copay programs, patient assistance programs and foundation support
Knowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support center
Excels at interacting with a diverse group of people, including line managers and matrixed partners
Proactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problems
 

Desirable Requirements:

Experience in building, implementing, and launching patient support programs as well as partnering with specialty pharmacies Novartis confidential and proprietary information
 

The pay range for this position at commencement of employment is expected to be between $98,300.00 and $174,200/year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. 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.  

 

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. 

 

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@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.

 

Salary Range

$93,800.00 - $174,200.00

 

Skills Desired

Calls Handling, Customer Care, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service, Customer Support, E-Learning, Field Service Management, Order Management, Professional Ethics, Sales, Waterfall Model