Manager, Operational Controls
Novartis
August 13, 2026
Remote
United States
Operations
Major Responsibilities
- Manage day-to-day execution of operational control monitoring across assigned teams and programs; meet analyst operational targets.
- Ensure monitoring follows approved frameworks: scoring logic, control definitions, standard work, and calibration routines.
- Apply control definitions consistently while accounting for program context.
- Manage monitoring volume/cadence/depth based on operational risk, channel, and lifecycle stage; adjust staffing during hypercare/launch.
- Lead, develop, and coach Operational Controls Analysts (expectations, prioritization, onboarding, skill development, monitoring accuracy/judgment/consistency).
- Cross-train for resilience while maintaining required specialization.
- Enforce boundaries between monitoring, remediation, coaching, and training; prevent scope creep and reinforce escalation paths.
- Perform first-level quality checks; submit escalation inputs for governance forums/partner teams; partner with Associate Director to ensure readiness for new programs/channels/operational changes.
Minimum Requirements
- Bachelor’s degree required; MBA/graduate degree a plus.
Required Experience & Skills
- 3+ years leading operational, quality, audit, or monitoring teams in a complex environment.
- Experience in patient services or similar (patient care coordination, operational workflows, specialty pharmacy distribution, managed care knowledge).
- People leadership, coaching, and performance management.
- Operating within regulated/risk-based frameworks with strong attention to control definitions/evidence.
- Strong judgment/analytics; communicate actionable insights; leverage technology/data to meet KPIs.
- Enforce scope/standard work/governance in ambiguous settings.
- Proficient in MS Office; experience with quality monitoring/contact-center results analysis/reporting.
- Systems experience: Salesforce, Verint, Genesys, Five9, or similar; AI monitoring experience a plus; bilingual Spanish/English.
Preferred Experience
- Omni-channel/technology-enabled operations; launch/hypercare risk sensing and prioritization; healthcare/life sciences or similarly regulated environments.
- Building calibration routines/QA playbooks/monitoring standard work; Six Sigma.
Compensation & Benefits (as stated)
- Salary range: $114,100–$211,900/year; performance-based cash incentive; potential annual equity.
- Comprehensive benefits package (health/life/disability, 401(k) match, time off).
- Manage day-to-day execution of operational control monitoring across assigned teams and programs; meet analyst operational targets.
- Ensure monitoring follows approved frameworks: scoring logic, control definitions, standard work, and calibration routines.
- Apply control definitions consistently while accounting for program context.
- Manage monitoring volume/cadence/depth based on operational risk, channel, and lifecycle stage; adjust staffing during hypercare/launch.
- Lead, develop, and coach Operational Controls Analysts (expectations, prioritization, onboarding, skill development, monitoring accuracy/judgment/consistency).
- Cross-train for resilience while maintaining required specialization.
- Enforce boundaries between monitoring, remediation, coaching, and training; prevent scope creep and reinforce escalation paths.
- Perform first-level quality checks; submit escalation inputs for governance forums/partner teams; partner with Associate Director to ensure readiness for new programs/channels/operational changes.
Minimum Requirements
- Bachelor’s degree required; MBA/graduate degree a plus.
Required Experience & Skills
- 3+ years leading operational, quality, audit, or monitoring teams in a complex environment.
- Experience in patient services or similar (patient care coordination, operational workflows, specialty pharmacy distribution, managed care knowledge).
- People leadership, coaching, and performance management.
- Operating within regulated/risk-based frameworks with strong attention to control definitions/evidence.
- Strong judgment/analytics; communicate actionable insights; leverage technology/data to meet KPIs.
- Enforce scope/standard work/governance in ambiguous settings.
- Proficient in MS Office; experience with quality monitoring/contact-center results analysis/reporting.
- Systems experience: Salesforce, Verint, Genesys, Five9, or similar; AI monitoring experience a plus; bilingual Spanish/English.
Preferred Experience
- Omni-channel/technology-enabled operations; launch/hypercare risk sensing and prioritization; healthcare/life sciences or similarly regulated environments.
- Building calibration routines/QA playbooks/monitoring standard work; Six Sigma.
Compensation & Benefits (as stated)
- Salary range: $114,100–$211,900/year; performance-based cash incentive; potential annual equity.
- Comprehensive benefits package (health/life/disability, 401(k) match, time off).