Executive Director, Product Adoption
Executive Director, Product Adoption
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$ 214900 - 399100
1 Vacancy
Job Description
Band
Level 7Job Description Summary
This position will be located in the East Hanover NJ site.Job Description
The Insights and Decision Science (IDS) team is dedicated to enabling improved decision-making at Novartis by leveraging data and advanced analytics capabilities to generate actionable insights that drive business growth. We collaborate closely with the US business bringing insights and challenging ideas to empower smarter data-driven decision-making. Reporting to the VP Head of Applications and Emerging Data Products this position plays a vital role in bridging technical solutions with customer insights thereby contributing to the overall success of Novartis business.
In alignment with the broader objectives of the Insights and Decision Science (IDS) team the Executive Director Product Adoption plays a key role in implementing best practices and new technologies that enhance support operations. This role plays an important role in ensuring the product satisfies the user requirements and all feedback shared by end users are well incorporated in the product by collaborating with development teams and facilitating effective communication to enhance product functionality. By monitoring key performance indicators and utilizing customer insights the ED contributes to the overall impact and success of IDS driving business growth and ensuring our products remain competitive and impactful in the market.
Key Responsibilities:
Develop a comprehensive framework for product support that aligns with organizational goals and customer expectations
Define the process of capturing feedback and enhancements by defining a ticketing system ensuring it supports efficient capture categorization and prioritization of requests
Establish and refine high-level processes and guidelines for triaging support requests ensuring alignment with organizational priorities and customer needs
Facilitate effective communication and collaboration with DDIT and other stakeholders to ensure alignment on technical solutions and priorities to address user-reported issues and enhance product functionality
Foster strong working relationships with relevant development teams to identify document and prioritize product defects in collaboration with development teams and vendors as needed
Lead cross-functional initiatives to ensure thorough user testing and validation of defect resolutions and product updates
Develop strategic feedback mechanisms to gather customer insights using this data to inform product improvements and innovations and facilitate sharing of these insights
Develop best practices and new technologies to enhance the efficiency and effectiveness of support operations while identifying opportunities for process improvements and innovations in product support
Evaluate support metrics to identify trends and areas for improvement in the support process while maintaining reporting systems to track key performance indicators (KPIs) for product support
Essential Requirements:
Experience:
Novartis seeks an individual with extensive experience overseeing data governance operations. The individual should have a deep understanding of industry best practices and a proven ability to manage data-related risks including privacy and security concerns. A commitment to driving continuous improvement in data governance processes informed by data insights and industry trends is essential to this role.
Bachelors or Masters degree in Information Management Computer Science Business Administration or related field.
10-12 years of experience in product support or a related field with a proven track record of leadership and strategic oversight
Demonstrated ability to develop and implement strategic frameworks for product support that align with organizational goals
Experience in implementing best practices and new technologies to enhance operational efficiency and effectiveness.
Excellent leadership communication and stakeholder management skills.
Ability to influence and drive change in a complex organizational environment.
Proficiency in leveraging data and analytics to drive decision-making and improve support operations.
Strong problem-solving skills and the ability to identify and address complex product defects and user-reported issues.
Strong analytical skills with the ability to monitor and interpret key performance indicators (KPIs) to drive strategic improvements.
The pay range for this position at commencement of employment is expected to be between $214900.00 and $399100.00 a year; however while salary ranges are effective from 1/1/25 through 12/31/25 fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further final pay determinations will depend on various factors including but not limited to geographical location experience level knowledge skills and abilities. The total compensation package for this position may also include other elements including a sign-on bonus restricted stock units and discretionary awards in addition to a full range of medical financial and/or other benefits (including 401(k) eligibility and various paid time off benefits such as vacation sick time and parental leave) dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired employee will be in an at-will position and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time including for reasons related to individual performance Company or individual department/team performance and market factors.
EEO Statement:
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.
Accessibility and reasonable accommodations
The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position please send an e-mail to call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Range
Skills Desired
Agility Brand Awareness Cross-Functional Collaboration Customer Engagement Customer Experience Customer Insights Data Analytics Digital Marketing Go-To-Market Strategy Influencing Skills Inspirational Leadership Marketing Strategy People Management Product Positioning Product Roadmap Sales Stakeholder Engagement Stakeholder Management Strategic MarketingRequired Experience:
Director
Employment Type
Full-Time
