Director, CRM Product Operations

Novartis • East Hanover, NJ

5d • Onsite

About The Position

Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within IDS and plays a crucial role in driving the transformation to a next-generation Customer360 operating model. The Director, CRM (Customer Relationship Management) Product Operations serves as the operational leader for the US CRM product organization, defining the operating model and standard ways of working that enable consistent, high-quality delivery. This role streamlines end-to-end delivery workflows, governs release management and quality standards, and manages the tools, dashboards, and data infrastructure used to monitor performance. Partnering closely with product, engineering/IT, design, and business leaders, the Director removes systemic bottlenecks and scales successful innovations into reliable, repeatable operations This position will be located at East Hanover, NJ and will not have the ability to be located remotely. This position will require 10% travel as defined by the business (domestic and/ or international).

Requirements

• Bachelor’s degree in Business, Information Systems, Product Management, or related field.
• 7+ years of experience in product operations, product management, operations management, or related leadership roles (regulated industry experience preferred).
• Proven success designing and implementing scalable product operating models and standard ways of working.
• Strong knowledge of the product development lifecycle and Agile/DevOps ways of working; ability to partner effectively with engineering/IT leadership.
• Experience managing product tool stacks and building KPI-driven operational dashboards and reporting.

Nice To Haves

• Knowledge of the pharmaceutical industry, including IT governance and regulatory considerations (highly desirable).
• Experience in regulated industries, such as pharmaceutical, healthcare, financial services, or technology sectors (preferred)

Responsibilities

• Own the CRM product operating model and scalable delivery processes
• Manage the product ops tool stack and data/dashboards for execution
• Govern release management, readiness, and quality standards
• Drive cross-functional alignment and removing delivery bottlenecks
• Enable continuous improvement, KPI monitoring, and executive reporting

Benefits

• US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits.
• In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees