Manager, Monitoring Operations
Novartis
August 13, 2026
Remote
United States
Clinical Research and Development
Major Responsibilities:
- Execute established monitoring programs across calls, omni-channel interactions, and case/eligibility documentation within CRM platforms.
- Apply and govern monitoring standards, audit criteria, sampling methodologies, and documentation requirements to ensure consistency and control.
- Ensure monitoring quality through periodic calibrations, quality checks, and validation of audit outputs.
- Oversee compliance monitoring to verify adherence to policies, privacy/data protection requirements, and AE/PTC reporting standards; escalate issues as appropriate.
- Own and maintain monitoring workflows, evaluation tools, job aids, and checklists.
- Serve as a monitoring SME for Genesys and CRM platforms; assess product releases for impact and coordinate testing, validation, and process/material updates.
- Partner cross-functionally to translate monitoring requirements into system enhancements and coordinate testing, validation, and reporting solutions.
- Analyze monitoring results to identify trends, systemic risks, and data quality issues; drive triage/resolution and support audit readiness and stakeholder reporting.
Required Experience / Qualifications:
- Bachelor’s degree required.
- 5+ years’ experience in contact center, patient services, and/or healthcare/pharmaceutical quality and compliance monitoring, including case auditing and program monitoring.
- Experience operating in regulated or risk-based environments with strong understanding of controls, evidence, and compliance frameworks.
- Demonstrated ability to build and implement monitoring routines, QA playbooks, and standardized workflows.
What You’ll Bring:
- Strong analytical judgment; translate data into actionable, governance-ready reporting (trends, deep dives, recommendations).
- Cross-functional collaboration to support product/process enhancements and continuous improvement.
- Advanced MS Office (Excel, PowerPoint); reporting/dashboard development (Tableau, Power BI); experience with quality monitoring platforms (Salesforce, Verint, Genesys, Five9); AI experience a plus.
Preferred Experience:
- Experience supporting pharmaceutical patient support/hub and reimbursement programs; knowledge of AE/PTC reporting requirements and launch/hypercare support.
- Bilingual English/Spanish; relevant certifications (Six Sigma, PMP).
- Execute established monitoring programs across calls, omni-channel interactions, and case/eligibility documentation within CRM platforms.
- Apply and govern monitoring standards, audit criteria, sampling methodologies, and documentation requirements to ensure consistency and control.
- Ensure monitoring quality through periodic calibrations, quality checks, and validation of audit outputs.
- Oversee compliance monitoring to verify adherence to policies, privacy/data protection requirements, and AE/PTC reporting standards; escalate issues as appropriate.
- Own and maintain monitoring workflows, evaluation tools, job aids, and checklists.
- Serve as a monitoring SME for Genesys and CRM platforms; assess product releases for impact and coordinate testing, validation, and process/material updates.
- Partner cross-functionally to translate monitoring requirements into system enhancements and coordinate testing, validation, and reporting solutions.
- Analyze monitoring results to identify trends, systemic risks, and data quality issues; drive triage/resolution and support audit readiness and stakeholder reporting.
Required Experience / Qualifications:
- Bachelor’s degree required.
- 5+ years’ experience in contact center, patient services, and/or healthcare/pharmaceutical quality and compliance monitoring, including case auditing and program monitoring.
- Experience operating in regulated or risk-based environments with strong understanding of controls, evidence, and compliance frameworks.
- Demonstrated ability to build and implement monitoring routines, QA playbooks, and standardized workflows.
What You’ll Bring:
- Strong analytical judgment; translate data into actionable, governance-ready reporting (trends, deep dives, recommendations).
- Cross-functional collaboration to support product/process enhancements and continuous improvement.
- Advanced MS Office (Excel, PowerPoint); reporting/dashboard development (Tableau, Power BI); experience with quality monitoring platforms (Salesforce, Verint, Genesys, Five9); AI experience a plus.
Preferred Experience:
- Experience supporting pharmaceutical patient support/hub and reimbursement programs; knowledge of AE/PTC reporting requirements and launch/hypercare support.
- Bilingual English/Spanish; relevant certifications (Six Sigma, PMP).