Associate Director, PSC Program Monitoring
About The Position
This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require about 20% travel as defined by the business (domestic). Please note that this role would not provide relocation and only local candidates will be considered. The Associate Director, PSC Program Monitoring leads the quality assurance, program monitoring, case auditing, and escalation governance strategy for Novartis Patient Support Center operations. This leader sets standards for monitoring and auditing coverage, ensures effective governance and risk sensing across programs and channels, and drives a consistent “find recommend fix” operating rhythm with PSC Program Management, Training, Analytics, ERC, Legal, Compliance, IDS, and Technology. The role leads managers responsible for day-to-day execution and analyst development, and partners with the Manager, Monitoring Operations, who owns monitoring standards/materials and monitoring-related Genesys/CRM functionality. Success requires scalable monitoring and escalation capabilities, decision-ready insights for governance forums, and effective use of technology (AI/automation) and near-/off-shoring to support efficiency and cost avoidance.
Requirements
- Education: Bachelor’s degree required.
- 4+ years of pharmaceutical and/or pharmaceutical vendor experience
- 2+ years of people leadership experience, including coaching, performance management, and ideally leading through managers or senior leads in a complex, matrixed environment
- Experience within or supporting (200+ agent) contact center operations leadership
- Experience designing, governing, and scaling quality monitoring and/or auditing programs for contact center and/or case management operations (coverage strategy, standards, calibration, reporting, and continuous improvement)
- High awareness and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms
- Knowledge of commercial copay programs, patient assistance programs and foundation support
- Strong interpersonal, communication, influencing and analytical skills
- Proactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problems
- Ability to manage multiple projects and consistently meet deadlines
- Demonstrated ability to synthesize information to develop recommendations, and ability to influence matrixed partners
Nice To Haves
- Education: Bachelor's Degree; advanced degree preferred (MBA)
- Experience working in a Patient Services contact center
- Experience creating operational case audit program/approach to ensure documented processes are being executed properly
- Demonstrated experience leveraging technologies such as AI and automation to optimize and enhance quality monitoring and auditing processes
Responsibilities
- Own the people, process, and technology roadmap for Program Monitoring; ensure manager-led execution delivers scale, quality, and efficiency (operating model, capacity/coverage planning, tooling, and reporting).
- Set and maintain a sustainable, risk-based approach to monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, and decision rights); ensure adoption through manager-led standard work, calibration, and quality routines.
- Define the technology-enabled monitoring and auditing strategy (AI/automation, data capture, reporting); partner with IDS/DDIT/Product and the Manager, Monitoring Operations to translate requirements into Genesys/CRM functionality, scalable evaluation tools, and actionable reporting.
- Own PSC CAPA governance and audit readiness; ensure findings are evidence-based, owners/timelines are defined, and actions are tracked through closure with program, operations, training, and technology stakeholders.
- Lead the Program Monitoring organization across locations (East Hanover, NJ; Tempe, AZ; Mexico City, Mexico; Hyderabad, India) through direct leadership of managers/people leaders; ensure monitoring and escalation execution is consistent and high quality across teams.
- Oversee Program Monitoring & Escalations governance outcomes: define escalation thresholds/decision trees; ensure governance forums receive decision-ready narratives; and ensure remediation actions are assigned, prioritized, and tracked to closure.
- Responsible for team performance, engagement, people management (growth/coaching/motivation), adherence to company policies/processes
- Maintain a deep understanding of NPC policies and requirements and perform all responsibilities with integrity and in a manner consistent with company policy and/or guidance
- Supporting the short, -mid and long-term operations agenda and priorities for program transitions, new launches, new technologies, and near- and off-shore capabilities
- Build strong partnerships with PSC Program Management, Business Operations, ATP Customer Support, PSC Training, NPS Analytics, NPS Quality Assurance, IDS, DDIT, Product/Technology, ERC, Legal, and Compliance to align monitoring expectations, reporting, escalation pathways, and remediation ownership.
- Demonstrate a proactive approach to continual improvement by leading with a quality mindset
- Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
Benefits
- performance-based cash incentive
- eligibility to be considered for annual equity awards
- health, life and disability benefits
- a 401(k) with company contribution and match
- a variety of other benefits
- a generous time off package including vacation, personal days, holidays and other leaves
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What This Job Offers
Job Type
Full-time
Career Level
Manager
