Director, Customer Operations- East Hanover, NJ
Director, Customer Operations- East Hanover, NJ
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
$ 185500 - 344500
1 Vacancy
Job Description
Band
Level 6Job Description Summary
Location:East Hanover New Jersey
This position will be located at East Hanover NJ site and will not have the ability to be located remotely. This position will require travel as defined by the business (domestic and/ or international).
The Director CAR-T Customer Operations reports to the Head CAR-T Customer Experience & Operations Team and is responsible for a customer-centric approach to operational excellence across the CAR-T platform. This role will be responsible for development of the operational strategy and flawless execution of clinical trials. The function will liaise with various departments on the development of robust clinical trial program support platform capabilities and capacity management to enable optimized turnaround time.
Job Description
Key responsibilities:
- Operational Excellence: Ensure process optimization standardization and compliance by overseeing development and management of process documentation and proactively identifying and leading improvement initiatives
- Leadership: Lead manage coach and develop Clinical Order Management setting the strategic direction and key priorities
- Capabilities: Spearhead key cross-functional initiatives in various areas to expand CART access improve customer experience and expedite clinical trials. Initiatives include but are not limited to expansion of Novartis certified center footprint ordering platform enhancements innovative initiatives and enhanced capabilities to remove barriers and enable greater access for patients expansion of apheresis reach and optimization of shipping logistics to enable fastest door to door time
- Insights & Analysis: Monitor internal and external industry operational capabilities and trends to track performance competitor activities customer needs available services and identify key strategic initiatives that Novartis should pursue
- Global Capacity Management: Represent US market in the forecasting planning and optimization of capacity utilization across CAR-T manufacturing plants for commercial and clinical supply
- PAN TA Clinical Trial Operations: Provide strategic direction and oversight of clinical trial order management across therapeutic areas. Partner with clinical development Biomedical Research NTO International and operations functions on clinical site onboarding slot allocation and order management to provide robust customer service and optimal turnaround time.
Compliance:
- Ensure adherence to all relevant Novartis policies & procedures for self and team (including adverse events GxP GCP and all related to job role)
- Execute timely CAPA for any audit findings as required
- Ensure Information Security & Risk Management (ISRM) and data integrity compliance
- Executes Business Continuity for the programs responsibilities
- Follow applicable business rule set and owned by NTO
Travel & Hours of Operation
- This position will require up to but not more than 20% of domestic travel
- Ability to support team from 8am to 8pm EST as needed
- This position will require holiday support for Customer Operations team
Minimum Requirements:
- Education: Bachelors degree required; MBA or advanced degree preferred.
- Experience: Minimum of 8 years of pharmaceutical industry experience to include operations program management supply chain and/or customer experience.
- Technical Knowledge: Experience with clinical trials in-depth understanding of complex operations and logistics. CAR-T/Cell Therapy experience is essential. Experience with preferred.
- Leadership: Demonstrated leadership and expertise in effectively managing developing and motivating people. Executive presence and ability to simply communicate complex concepts.
- Cross-Functional Leadership: Exceptional ability to lead cross-functional teams.
The pay range for this position at commencement of employment is expected to be between $185500.00 and $344500.00 per 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 Strategy Digital Marketing Go-To-Market Strategy Influencing Skills Inspirational Leadership Marketing Strategy Media Campaigns People Management Product Marketing Product Roadmap Return on Investment (ROI) Stakeholder Engagement Stakeholder Management Strategic MarketingRequired Experience:
Director
Employment Type
Full-Time
