Associate Director, PSC Program Monitoring

Role: Associate Director, PSC Program Monitoring, leading quality assurance, program monitoring, case auditing, and governance for Novartis Patient Support Center operations. Responsibilities: develop and execute scalable, risk-based monitoring strategies; oversee governance, escalation processes, and CAPA; lead a multi-location team to ensure high-quality, consistent compliance across contact centers; partner with cross-functional teams (Legal, Compliance, Tech, etc.) to optimize monitoring through technology (AI/automation); ensure audit readiness, report adverse events, and drive continuous improvement. Requirements: Bachelor's degree; 4+ years pharma or vendor experience; 2+ years in people leadership, ideally in contact center or case management monitoring; strong knowledge of patient access, reimbursement, copay programs; excellent communication and analytical skills. Preferred: experience with AI/automation tools, patient services contact centers, and operational audit programs. HighValue: focus on contact center compliance, quality monitoring, governance, risk management, cross-functional collaboration; global team leadership; hybrid work at East Hanover, NJ with 20% domestic travel.