Associate Director Program Management at Novartis

About the Role

Are you a forward-thinker who can adapt and grow with the evolving Novartis Patient Support landscape? As an Associate Director of Program Management, you will join the Director of Case Management to lead a critical function within our Patient Support Center. This role is designed to ensure operational excellence while championing the patient journey.

In this position, you will serve as the subject matter expert for Case Management, overseeing the daily activities of a large team of Case Managers and their supervisors. You will act as the single point of contact for key stakeholders, bridging the gap between program needs and operational execution. Your mission is to drive compliance, optimize service levels, and foster a culture of continuous improvement that enhances the experience for both patients and providers.

Team Context

You will lead a dedicated team of Case Managers aligned to specific therapeutic areas and brand programs. This role sits at the intersection of operations, quality, and patient care, requiring you to collaborate cross-functionally with Central Operations, Training, Marketing, Legal, and Ethics teams. You will be responsible for monitoring team activity, ensuring adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and driving the operational health of brand-specific programs.

Work Environment

This position is based remotely anywhere in the U.S., subject to legal entity restrictions. Please note that relocation is not provided for this role. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager, with a requirement for X% travel.

Hiring Process

Candidates selected for this role will engage in a structured interview process designed to assess leadership capabilities, operational expertise, and cultural fit within the Novartis organization.

Equal Opportunity & Culture

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

If you require reasonable accommodation for any part of the application process due to a medical condition or disability, please contact us at tas.nacomms@novartis.com or call +1 (877)395-2339, including the job requisition number in your message.

Work location

Work model: Remote

Planifyr

Key Responsibilities

check_circleMonitor team activity, SLAs, KPIs, and productivity metrics
check_circlePartner with Central Operations for CRM system optimization and escalations
check_circleOversee performance monitoring and compliance with Performance, Quality, and Excellence teams
check_circleIdentify and report adverse events via established Novartis systems
check_circleServe as the single point of contact for key stakeholders on program needs
check_circleCollaborate with Training teams on process design and agent certification
check_circleLead, coach, and motivate a team of Case Managers and Supervisors
check_circleManage workload distribution to ensure patient and physician coverage
check_circleCollaborate cross-functionally to improve patient and provider experiences

Requirements

verifiedBachelor's Degree
verified5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry
verified2+ years of people management/leadership experience
verified3+ years' experience with direct provider/caregiver/patient interaction
verifiedKnowledge of Case Management and Patient Access Services
verifiedUnderstanding of HIPAA and similar state laws
verifiedProficient in Microsoft Office tools and CRM systems (e.g. Salesforce)

Nice to Have

Advanced degree (e.g., PharmD, RPh, PA). Experience in a specialty category. Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports.

Benefits & Perks

check_circle401(k) eligibilitycheck_circlePaid time off benefits including vacation, sick time, and parental leave

Skills, education and keywords

Skills: Salesforce, Microsoft Office, Microsoft Access, Data Analytics, Hipaa.

Education: Bachelor's Degree required.

Frequently asked questions about Associate Director, Program Management -Neuromuscular -Remote at Novartis

What does a Associate Director, Program Management -Neuromuscular -Remote at Novartis do?expand_more

In this Associate Director, Program Management -Neuromuscular -Remote at Novartis role, you will monitor team activity, slas, kpis, and productivity metrics; partner with central operations for crm system optimization and escalations; oversee performance monitoring and compliance with performance, quality, and excellence teams; and identify and report adverse events via established novartis systems.

What are the requirements for this Associate Director, Program Management -Neuromuscular -Remote role?expand_more

Novartis is looking for candidates who meet the following requirements: Bachelor's Degree; 5+ years of experience in pharmaceutical, biotech, access/reimbursement, patient support center or related industry; 2+ years of people management/leadership experience; 3+ years' experience with direct provider/caregiver/patient interaction; Knowledge of Case Management and Patient Access Services; and Understanding of HIPAA and similar state laws.

Where is the Associate Director, Program Management -Neuromuscular -Remote role at Novartis located?expand_more

Associate Director, Program Management -Neuromuscular -Remote at Novartis is based in Planifyr. This is a remote role.

Is this Associate Director, Program Management -Neuromuscular -Remote job remote, hybrid, or on-site?expand_more

Novartis has listed this Associate Director, Program Management -Neuromuscular -Remote role as remote.

How much experience is required for this Associate Director, Program Management -Neuromuscular -Remote role?expand_more

Associate Director, Program Management -Neuromuscular -Remote at Novartis typically requires 5+ years of relevant experience at the lead level.

What skills do you need for the Associate Director, Program Management -Neuromuscular -Remote role at Novartis?expand_more

Key skills for Associate Director, Program Management -Neuromuscular -Remote at Novartis include Salesforce; Microsoft Office; Microsoft Access; Data Analytics; and Hipaa.

What education is required for Associate Director, Program Management -Neuromuscular -Remote at Novartis?expand_more

Educational requirements for this role: Bachelor's Degree required.

What category does the Associate Director, Program Management -Neuromuscular -Remote role belong to?expand_more

Associate Director, Program Management -Neuromuscular -Remote at Novartis is part of the customer services job category on Recrutus.

Associate Director, Program Management -Neuromuscular -Remote