Associate Director, PSC Program Monitoring
Novartis
August 13, 2026
On-site
East Hanover, NJ
Operations
Responsibilities:
- Own the people, process, and technology roadmap for Program Monitoring; ensure scalable, high-quality, efficient manager-led execution (operating model, capacity/coverage planning, tooling, reporting).
- Set and maintain a sustainable, risk-based approach to monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, decision rights) with calibration and quality routines.
- Define and implement technology-enabled monitoring/auditing strategy (AI/automation, data capture, reporting); translate requirements into Genesys/CRM functionality and actionable reporting.
- Own PSC CAPA governance and audit readiness; ensure evidence-based findings, defined owners/timelines, and closure tracking.
- Lead Program Monitoring across locations through managers/people leaders; ensure consistent execution.
- Oversee monitoring & escalation governance outcomes (escalation thresholds/decision trees, decision-ready governance narratives, remediation assignment/prioritization to closure).
- Manage team performance and people leadership (growth/coaching/motivation) and adherence to policies/processes.
- Understand NPC policies/requirements; report adverse events via established Novartis systems.
- Support operations priorities for transitions, launches, new technologies, and near-/off-shore capabilities.
Qualifications (Required):
- Bachelor’s degree; MBA or advanced degree preferred.
- 4+ years in pharmaceutical and/or pharmaceutical vendor experience.
- 2+ years people leadership experience.
- Contact center operations leadership experience (200+ agents).
- Experience designing, governing, and scaling monitoring/auditing programs.
- Knowledge of patient access/reimbursement (prior authorization, appeals, utilization management).
- Knowledge of commercial copay and patient assistance/foundation support.
- Strong communication/influencing/analytical skills; proactive problem-solving; multi-project management; ability to synthesize information and influence matrixed partners.
Preferred:
- Patient Services contact center experience.
- Experience creating operational case audit programs.
- Experience leveraging AI/automation for monitoring/auditing.
Compensation:
- Expected salary range: $138,600–$257,400; performance-based incentive; possible annual equity eligibility.
- Own the people, process, and technology roadmap for Program Monitoring; ensure scalable, high-quality, efficient manager-led execution (operating model, capacity/coverage planning, tooling, reporting).
- Set and maintain a sustainable, risk-based approach to monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, decision rights) with calibration and quality routines.
- Define and implement technology-enabled monitoring/auditing strategy (AI/automation, data capture, reporting); translate requirements into Genesys/CRM functionality and actionable reporting.
- Own PSC CAPA governance and audit readiness; ensure evidence-based findings, defined owners/timelines, and closure tracking.
- Lead Program Monitoring across locations through managers/people leaders; ensure consistent execution.
- Oversee monitoring & escalation governance outcomes (escalation thresholds/decision trees, decision-ready governance narratives, remediation assignment/prioritization to closure).
- Manage team performance and people leadership (growth/coaching/motivation) and adherence to policies/processes.
- Understand NPC policies/requirements; report adverse events via established Novartis systems.
- Support operations priorities for transitions, launches, new technologies, and near-/off-shore capabilities.
Qualifications (Required):
- Bachelor’s degree; MBA or advanced degree preferred.
- 4+ years in pharmaceutical and/or pharmaceutical vendor experience.
- 2+ years people leadership experience.
- Contact center operations leadership experience (200+ agents).
- Experience designing, governing, and scaling monitoring/auditing programs.
- Knowledge of patient access/reimbursement (prior authorization, appeals, utilization management).
- Knowledge of commercial copay and patient assistance/foundation support.
- Strong communication/influencing/analytical skills; proactive problem-solving; multi-project management; ability to synthesize information and influence matrixed partners.
Preferred:
- Patient Services contact center experience.
- Experience creating operational case audit programs.
- Experience leveraging AI/automation for monitoring/auditing.
Compensation:
- Expected salary range: $138,600–$257,400; performance-based incentive; possible annual equity eligibility.