Director of Program Operations, NPAF- Remote

Role Summary

Remote position based in the U.S. The Director of Program Operations is responsible for executing the strategy and ongoing management of NPAF program operations. This role covers planning, evaluation/measurement, and optimization of program execution across the portfolio. It requires a highly collaborative and agile leader to liaise with multiple internal and external stakeholders and to ensure execution with integrity, in service of patients and in compliance with applicable laws, regulations, policies, and donor obligations. Reporting to the Executive Director, NPAF, you will oversee all aspects of program operations required to meet objectives and patient needs, including strategy and operations of customer-facing vendors or third-party teams supporting patients and engaging with physician offices, pharmacists, and internal partners. The role must adapt processes as market, customer experience, compliance, and regulatory environments evolve. It also involves supporting team members to provide unbiased resolution for customer requests and escalations from patients or their healthcare teams.

Responsibilities

• Drive efficient and effective program operations that align with our objectives.
• Taking ownership of the development and implementation of a standardized operational, best-in-class approach that is focused on delivering the best results for our customers.
• Overseeing the performance of our patient journey ensuring that we meet our Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
• Working collaboratively with various stakeholders to enhance existing programs and support the successful launch of new brands with NPAF.
• Cultivating strong partnerships with NPS COE teams as needed including Vendor Management to ensure optimal program operations.
• Ensuring strict compliance and maintaining high-quality standards, escalating and resolving issues promptly and in accordance with established timelines.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Qualifications

• Required: 7+ years of pharmaceutical industry or related healthcare or consulting experience.
• Required: 2+ years of leading call center/hub operations teams.
• Required: Comprehensive knowledge of patient support offerings including benefits verification, patient assistance programs, and specialty pharmacy interactions.
• Required: Knowledge of HIPAA regulations, patient privacy, and other relevant regulations.
• Required: Strong analytical acumen and ability to apply data driven insights for operational improvements.
• Required: Strategic thinker who can adapt and grow with the evolving foundation landscape.
• Required: People management; coaching and development of associates.
• Required: Ability to build, inspire, and motivate a team.
• Required: Proficient in Microsoft Office tools and CRM systems (e.g. Salesforce).
• Preferred: 3+ years of progressive leadership in customer service management roles, ideally in biotechnology or pharmaceuticals.
• Preferred: Experience working for a Patient Assistance Foundation.
• Preferred: Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures.
• Preferred: Strong ability to collaborate and work cross-functionally within a matrix environment.

Education

• Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA) or clinical degree, including but not limited to PharmD, RPh, PA, etc. preferred

Skills

• Data analysis and operational improvement
• Stakeholder collaboration across cross-functional teams
• Vendor management and third-party operations
• CRM systems proficiency (Salesforce) and Microsoft Office
• Compliance, privacy, and regulatory adherence
• Effective communication and leadership

Additional Requirements

• Travel may be required as defined by the hiring manager.