Executive Director, US Patient Support Field Strategy & Effectiveness (Onsite or Remote)

Role Summary

Executive Director of Field Strategy and Effectiveness for U.S. Patient Support. Location options include East Hanover, New Jersey, with remote possibilities in the U.S. Travel and working hours will be defined by the hiring manager. This role leads the development and execution of enterprise-wide and TA-specific field strategies, focusing on patient engagement, field capability building, and operational excellence for 400+ field associates. Reports to NPS leadership and collaborates across matrix partners to align field activities with business priorities and drive data-driven insights.

Responsibilities

• Lead the development of compliant NPS field engagement strategies and enable effective execution in partnership with TA VPs in collaboration with other US functions (e.g. IDS, Customer Engagement, Medical, ERC, and Legal)
• Ensure the NPS field‚Äôs strategic alignment with the Patient Service Center, focusing on the intentional design and deployment of field systems, tools, and programs
• Proactively develop and monitor national and local TA field business plans, execution, and performance specific to NPS programs; identify issues/opportunities and recommend solutions/course correction tactics as needed
• Develop and supervise a NPS field business excellence process that liaises with the IDS team to manage field data assets, consistent business rules, KPIs, reports, incentive rankings, and platforms to continuously improve field force customer engagement
• Develop and optimize NPS field competencies, capabilities, and skills in partnership with NPS training team in line with enterprise and TA specific program developmental needs
• Supervise and streamline field roadmaps processes related to national/regional meetings, trainings, and Enterprise/TA specific field communications
• Develop strong partnerships with enterprise operational teams across Novartis to anticipate internal and external business challenges and recommend process, product or field platform improvements
• Assess and design technology tools to support NPS's business priorities and achieve industry-leading impact; flexibly adapt data processes and platforms to meet NPS dynamic business needs
• Maintain NPS customer data quality, following best practices in data management; Integrate NPS CRM data with other Novartis systems for smooth data flow and alignment

Qualifications

• Required: Bachelors degree; MBA a plus
• Required: 10+ years of pharmaceutical operations management and/or field force performance experience
• Required: 8+ years of customer-facing Pharmaceutical, Biotech, Medical Device Sales, Access and Reimbursement, field force training, or leadership experience
• Required: 5+ years of people management experience with ability to establish expectations, motivate, manage performance, and coach others
• Required: Demonstrated complex cross-matrix leadership capabilities
• Required: Minimum 3 years of experience engaging external HCP stakeholders, customers or patients
• Required: Established performance record as operations leader in planning, business analytics, and core functional capabilities
• Required: Demonstrated success in optimizing field force effectiveness using metrics and deployment/targeting strategies
• Required: Proficiency in CRM platforms including Veeva and Salesforce
• Required: Flexible, agile project leader able to prioritize and manage multiple complex projects, including NOCC resources and associates
• Required: Knowledge of pharmaceutical customer and field data processes and procedures
• Required: Self-starter with leadership capabilities
• Required: Ability to perform in a cross-functional role and handle multiple tasks
• Required: Exceptional organizational, project management and time management skills

Education

• Bachelors degree; MBA preferred

Skills

• CRM expertise (Veeva, Salesforce)
• Data-driven decision making and performance analytics
• Field operations design and optimization
• Cross-functional collaboration and stakeholder management
• Strategic planning and program management
• Training and capability development
• Communication and coaching

Additional Requirements

• Occasional long hours and ability to work under tight deadlines