Associate Director, PSC Program Monitoring
Novartis
September 03, 2026
On-site
East Hanover, NJ
Operations
Associate Director, PSC Program Monitoring
Responsibilities:
- Own people, process, and technology roadmap for Program Monitoring; ensure manager-led execution delivers scale, quality, and efficiency (operating model, capacity/coverage planning, tooling, reporting).
- Establish and maintain risk-based monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, decision rights) with calibration and quality routines.
- Define technology-enabled monitoring/auditing strategy (AI/automation, data capture, reporting); partner to implement scalable 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 organization across East Hanover, NJ; Tempe, AZ; Mexico City; Hyderabad, through direct leadership of managers/people leaders.
- Oversee governance outcomes: define escalation thresholds/decision trees; provide decision-ready narratives; assign/prioritize/remediate actions to closure.
- Manage team performance and engagement; coach/grow team; ensure adherence to policies/processes.
- Maintain deep understanding of NPC policies; perform responsibilities with integrity.
- Support operations agenda for transitions, launches, new technologies, and near-/off-shore capabilities.
- Partner cross-functionally to align monitoring expectations, reporting, escalation pathways, and remediation ownership.
- Identify and report adverse events via established Novartis systems.
Required Experience/Qualifications:
- Bachelor’s degree (advanced degree preferred: MBA).
- 4+ years pharmaceutical and/or vendor experience.
- 2+ years people leadership experience.
- Experience leading (200+ agent) contact center operations.
- Experience designing/governing/scaling quality monitoring and/or auditing programs.
- Knowledge of patient access/reimbursement services (e.g., prior authorization, appeals).
- Knowledge of commercial copay programs and patient assistance/foundation support.
Preferred Experience:
- Patient Services contact center experience.
- Creating operational case audit program/approach.
- Using AI/automation to optimize monitoring/auditing.
Skills:
- Strong communication/influencing/analytical skills; proactive problem solving; manage multiple projects; synthesize information into recommendations; influence in matrixed environments.
Responsibilities:
- Own people, process, and technology roadmap for Program Monitoring; ensure manager-led execution delivers scale, quality, and efficiency (operating model, capacity/coverage planning, tooling, reporting).
- Establish and maintain risk-based monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, decision rights) with calibration and quality routines.
- Define technology-enabled monitoring/auditing strategy (AI/automation, data capture, reporting); partner to implement scalable 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 organization across East Hanover, NJ; Tempe, AZ; Mexico City; Hyderabad, through direct leadership of managers/people leaders.
- Oversee governance outcomes: define escalation thresholds/decision trees; provide decision-ready narratives; assign/prioritize/remediate actions to closure.
- Manage team performance and engagement; coach/grow team; ensure adherence to policies/processes.
- Maintain deep understanding of NPC policies; perform responsibilities with integrity.
- Support operations agenda for transitions, launches, new technologies, and near-/off-shore capabilities.
- Partner cross-functionally to align monitoring expectations, reporting, escalation pathways, and remediation ownership.
- Identify and report adverse events via established Novartis systems.
Required Experience/Qualifications:
- Bachelor’s degree (advanced degree preferred: MBA).
- 4+ years pharmaceutical and/or vendor experience.
- 2+ years people leadership experience.
- Experience leading (200+ agent) contact center operations.
- Experience designing/governing/scaling quality monitoring and/or auditing programs.
- Knowledge of patient access/reimbursement services (e.g., prior authorization, appeals).
- Knowledge of commercial copay programs and patient assistance/foundation support.
Preferred Experience:
- Patient Services contact center experience.
- Creating operational case audit program/approach.
- Using AI/automation to optimize monitoring/auditing.
Skills:
- Strong communication/influencing/analytical skills; proactive problem solving; manage multiple projects; synthesize information into recommendations; influence in matrixed environments.