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Associate Director, PSS RLT Customer Support

Customer Service

Customer Support


East Hanover, New Jersey, United States

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.<br><br>The Associate Director of Customer Support reports into the Director of PSS RLT Customer Engagement and will play a key leadership role in the strategy and operations of the RLT customer service team (supporting product ordering, logistics and connection to other pa-tient services). The associate is responsible for working with internal and external stake-holders (including vendors) to optimize current operations with the goal of delivering quality customer support at scale. This includes designing new processes, implementing new tools/resources, supporting team training efforts and assessing performance. The associate also serves as the Customer Engagement team lead in the collaboration with depart-ment leadership, market access, legal, finance, and compliance. <br><br><br>Major Accountabilities <br>•Drive Customer Engagement team adoption of enhanced customer-centric capabilities to deliver high quality customer service to internal and external stakeholders<br>•Engage with Customer Engagement team to define process optimization opportunitiespatient access and the customer experience<br>•Measure and analyze key performance metrics related to Customer Engagement and drive continual process improvement. Metrics includes but are not limited to: order ac-curacy, customer satisfaction, new systems/application adoption, and internal stake-holder satisfaction<br>•Lead Customer Engagement training efforts to ensure effective adoption of new processes and tools<br>•Provide regular updates to department leadership on program performance, as well as coordinate and facilitate monthly and quarterly business reviews<br>•Work closely with internal and external stakeholders to ensure data exchanges and as-sociated reporting are timely and accurate<br>•Partner with legal and compliance teams to ensure programs are compliant and evolve as needed based on new laws / regulations with <br>[#video#{#400,300#}#/video#]