Manager, Enterprise Operations

SummaryLocation: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 theAbout The RoleKey Responsibilities:Creating and optimizing PSC processes through process mapping and best practicesSupporting the operational agenda and priorities for program transitions, new launches, technologies, and capabilities both short-term and long-termCollaborating with DSTs, Launch Excellence, and Platform Strategy to execute program transitions and new launch planning, specifically focusing on operational process mapping and enterprise functional operationsApplying an enterprise lens to all operational processes within the Patient Support Center (PSC) to drive efficiency and effectivenessCreating operational process maps for the PSC, leveraging subject matter expertise and aligning with matrixed partners for deployment planning and dependenciesParticipating in Go-To-Market and NPS meetings to understand NPS requirements and translating them into PSC operational needsEnsuring efficient and effective PSC processes and ways of working across intake, case management, coverage and accessSupporting the process and technology roadmap for the newly created Enterprise Operations Support team to fully realize scale and efficienciesCollaborating with PSC Program Management, as well as various cross-functional NPS functions like DSTs, Platform Strategy, Launch Excellence, and Performance ExcellenceEssential RequirementsEducation: Bachelor's Degree, advanced degree preferredThree years of pharmaceutical, life sciences consulting and/or pharmaceutical vendor experienceExperience working in a pharmaceutical contact centerStrong interpersonal, communication, influencing and analytical skillsAbility to manage multiple projects and consistently meet deadlinesWorking knowledge and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanismsKnowledge of commercial copay programs, patient assistance programs and foundation supportKnowledge of HIPAA, patient privacy, and other legal policies applicable to working in a patient support centerExcels at interacting with a diverse group of people, including line managers and matrixed partnersProactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problemsDesirable RequirementsExperience in building, implementing, and launching patient support programs as well as partnering with specialty pharmacies Novartis confidential and proprietary informationThe 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. Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-cultureBenefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.Read our handbook (PDF 30 MB)EEO StatementThe 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 & Reasonable AccommodationsThe 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 [email protected] 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.