Associate Director, Performance Excellence Internal Operations Support

This position will be located in East Hanover, NJ and will not have the ability to be located remotely. This position will require travel as defined by the business (domestic and/or international).

About The Role

The role of the Associate Director (AD), Performance Excellence Internal Operations Support is end-to-end management of key operations people, technology, and operations processes within the Performance Excellence (PE) Center of Excellence (COE). Performance Excellence is an internal support team, and your role helps to enable and ensure our enterprise work is done efficiently and measurably aligned with KPIs, business goals, and objectives. This role is the point-of-contact for management of PE internal operations across our global teams located in the US (East Hanover NJ, Tempe AZ), Mexico City MX, and Hyderabad, India.

Key Responsibilities

• Ensure day-to-day operational targets are met for the internal Performance Excellence team and the internal contact centers we support. This may include service levels, management of workload, and overseeing PE managers to ensure internal performance metrics are defined, are competitive, and support efficient, high-quality completion for our programs.
• Provide leadership, mentoring, supervision, and oversight for assigned team members.
• Oversee developmental activities and implementation of new PE processes, quality monitoring tools, and reports for the programs we support.
• Overall responsibility for team hiring, training, and performance management.
• Oversee the development and ongoing compliance with appropriate SOPs and Quality Standards parameters for internal contact center operations.
• Interface with IT staff to ensure adequate selection and implementation of quality monitoring system, telephony, and database support.
• Regular team auditing and review for compliance with KPIs, SLAs, and Novartis policies.
• This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Essential Requirements

• Education: Bachelor’s Degree required. MBA or other graduate degree a plus.
• 6-8 years experience in contact center quality monitoring operations and technology.
• History developing performance management scorecards, processes, and end-user technology requirements.
• Patient services or similar (including specialty pharmacy distribution & capabilities, patient care coordination, operational workflows, and managed care knowledge).
• Operations and process management experience with a history of supporting change from an entrepreneurial to enterprise operations focus.
• Good communication skills that enable team collaboration and performance outcomes.
• Ability to develop, apply, and present on processes, Ways of Working, and other initiatives.
• Highly proficient in MS Office tools, quality monitoring and contact center results analysis, reporting. Experience working with Verint, Five9, and other quality monitoring systems; AI solution experience a plus.
• History of effectively leading and managing teams.

Desirable Requirements

• Knowledge of specialty product distribution and/or service company business models.
• In-depth knowledge and understanding of patient services challenges and opportunities.
• Six Sigma certification.

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.

Compensation

The pay range for this position at commencement of employment is expected to be between $126,000 and $234,000 per 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? Learn more.

Join our Novartis Network

Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: Join the Talent Network.

Benefits and Rewards

Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: Benefits and Rewards.

EEO Statement

The Novartis Group of Companies are Equal Opportunity Employers who are focused on building and advancing a culture of inclusion that values and celebrates individual differences, uniqueness, backgrounds, and perspectives. 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. We are committed to fostering a diverse and inclusive workplace that reflects the world around us and connects us to the patients, customers, and communities we serve.

Accessibility & 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 reasonable.accommodation@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.