Senior Manager, Customer Care

The position is responsible for executing and optimizing the day-to-day operations of NNI contact centers, including overall management of vendor operations and program-related projects. Specializes in contact center patient support across digital, phone, and emerging media capabilities, and manages Product Safety practices, monitoring, and audits across all Patient Support Programs.

Responsibilities
- Identify and report adverse events, product technical complaints, and other safety information in compliance with Novo Nordisk and FDA requirements
- Ensure Product Safety compliance across all Patient Support Programs (contact centers, reimbursement support hubs, affordability providers); establish best practices and represent the team in Safety audits
- Manage contact center vendor operations: business rules, SOPs, exceptions processes, workflows, scripting, training, and reports
- Support in-line and future launch products with live patient support services (including hubs/call centers and related reimbursement support programs/services)
- Manage the PRB process for NNI contact center programs
- Communicate contact center data and analytics needs; communicate program performance to internal stakeholders
- Manage 100+ external vendor agents; ensure vendor partners are up to date on NNI training in collaboration with CMR KTA teams; manage training material creation and documentation for vendor compliance
- Oversee handling of customer inquiries sent via postal mail and email through NNI “Contact Us” links and the CC Outlook box
- Coordinate department-wide projects; ensure milestones are met and project plans are sustainable
- Develop company-wide processes and guidelines to support customer-focused objectives
- Streamline processes and enhance analytics quality
- Develop solutions to address issues/obstacles; implement and communicate best practices
- Enhance PSP customer experience through benchmarking, customer feedback, auditing, and active call monitoring
- Ensure collaboration with cross-functional stakeholders
- Develop recommendations and implement program changes for ongoing compliance, industry competitiveness, and operational excellence
- Facilitate call quality calibrations; provide feedback and guidance
- Document policies, procedures, risks-controls, and exception processes
- Collaborate on performance dashboards; interpret data for trends, opportunities, and KPI performance
- Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget

Qualifications
- Bachelor’s degree or equivalent experience required
- 7+ years of experience in market access, marketing, project management, operations, and/or related roles; pharmaceutical or healthcare experience preferred

Required/Preferred Skills
- Experience with Customer Relationship Management (CRM), Safety Systems, and Telephony systems
- Demonstrated analytical, problem-solving, and decision-making skills
- Excellent project management skills; ability to manage multiple priorities while maintaining high quality
- Proficiency in Windows, MS Word, PowerPoint, and Excel
- Proven vendor management experience; ability to hold internal and external team members accountable
- Strong customer service skills

Benefits
- Base compensation range: $140,000 to $180,000
- Company bonus eligibility based on individual and company performance
- Long-term incentive compensation and/or company vehicles depending on position level
- Employee benefits: medical, dental, vision; life and disability insurance; 401(k); flexible spending accounts; employee assistance program; tuition reimbursement; voluntary benefits (e.g., group legal, critical illness, identity theft protection, pet insurance, auto/home insurance)
- Time off per sick time policy; flexible vacation; parental leave

Application Instructions
- If you need special assistance or an accommodation to apply, call 1-855-411-5290 (accommodation requests only).