Manager - Patient Support Program

Novartis•Toronto, ON

7d•Hybrid

About The Position

We’re looking for a driven, solutions oriented leader to help deliver on an ambitious mission: reaching twice as many patients, twice as fast. As a PSP Operations Manager, you’ll sit at the heart of our Patient Support Programs—leading critical operational projects, solving complex challenges, and ensuring continuity across multiple brands. This is a role for someone who thrives on collaboration, brings deep knowledge of the Canadian PSP landscape, and is motivated by improving patient experience and program outcomes. If you’re energized by making systems work better—and seeing the real world impact of your work—this is your opportunity to make a difference at scale. The role reports directly to the PSP Operations Lead and will work closely with PSP Leads, other PSP Operations managers across functions (e.g., reimbursement), Brand Managers, Commercial and field teams, Data & Insights, Finance, and other cross-functional teams.

Requirements

PSP operations experience: Experience supporting or managing Patient Support Program operations across multiple brands, stakeholders, or workstreams
Project management expertise: Demonstrated ability to lead and implement complex operational projects, ensuring timely delivery and stakeholder alignment
Business continuity and problem-solving capability: Ability to provide structured absence coverage, manage escalations, mitigate risks, and support continuity of PSP delivery in a dynamic environment
Financial and operational acumen: Experience managing budgets or operational financial processes, including activities such as opening and managing purchase orders
Technology, analytics, and collaboration skills: Strong interpersonal skills and the ability to work cross-functionally, combined with experience using digital tools, platforms, Salesforce CRM, and data insights to optimize patient support programs

Nice To Haves

Health Care Professional Experience: Experience working within a healthcare system as a healthcare professional (HCP) or in a related capacity.

Responsibilities

Lead and execute operational projects across multiple PSPs and brands, including process improvements, workflow optimization, and ad hoc initiatives related to any aspect of PSP operations
Provide absence coverage and escalation management to support continuity of PSP delivery, mitigate operational risks, and maintain a high-quality patient and clinic experience
Manage PSP-related budgets and support financial and administrative activities, including opening and managing purchase orders, tracking spend, and supporting financial planning and coordination
Support the implementation of initiatives that strengthen PSP operating models, reduce dependency risk, and improve key performance outcomes such as patient conversion and overall program effectiveness
Leverage Salesforce CRM automation technologies and other digital tools to streamline PSP operations and ensure a seamless patient and clinic experience
Monitor and evaluate program performance, utilizing metrics and feedback to make data-driven adjustments for optimal PSP delivery
Provide data, insights, and guidance to cross-functional teams, including commercial and field teams, fostering collaboration, innovation, and continuous improvement within the Patient Support Program department
Collaborate with PSP Leads and cross-functional stakeholders to coordinate operational priorities, support issue resolution, and advance project execution across multiple brands