Associate Director, Customer Care Excellence (13-month contract)

Clinical Development Medical and Regulatory Affairs (CMR)

Mississauga Canada

Are you passionate about driving operational excellence leading teams and shaping customer experiences in healthcare Do you thrive in dynamic environments where innovation strategy and execution come together to deliver impact If so this is your opportunity to join Novo Nordisk and lead our Customer Care team to the next level. Apply today and make a difference for patients providers and partners across Canada.

This is a 13-month contract.

Your new role

As the Associate Director Customer Care Excellence you will lead the strategic direction and operational activities of the Customer Care organization at Novo Nordisk Canada. You will partner with cross-functional teams to ensure efficiency compliance and continuous improvement while keeping customers at the center of everything we do.

Your key responsibilities include:

• Leading daily operations of Customer Care ensuring high performance compliance with standards and a positive experience for all external stakeholders.
• Driving business and people leadership through coaching team development performance management and fostering an engaged and inclusive workplace.
• Designing and executing strategic projects in alignment with affiliate and corporate objectives ensuring operational excellence and innovation.
• Managing cross-functional collaboration with Medical Affairs Marketing Market Access Sales IT and other departments to implement impactful initiatives.
• Developing monitoring and reporting KPIs ensuring a performance-driven culture with clear outcomes and continuous improvement.
• Overseeing budgets processes and vendor relationships ensuring efficiency and alignment with business priorities.
• Leading change management promoting digital innovation and embedding data-driven practices across Customer Care and Medical Excellence.

Your new department

As part of International Operations you will join our largest operational unit. Covering 194 countries and 95% of the worlds population more than 18000 of us work passionately to serve 35 million patients each day. With a promise to outperform the competition we continue to be the growth driver for Novo Nordisk and to improve health at scale across the globe.

You will be part of the Medical Excellence team within the Clinical Medical & Regulatory (CMR) department at Novo Nordisk Canada. Our team includes Customer Care Medical Information Medical Education Medical Training Grants and Donations and Medical Omnichannel. Together we drive excellence compliance and innovation ensuring that patients prescribers pharmacists and other healthcare stakeholders receive the highest level of support and engagement.

Your skills and qualifications

We are looking for a candidate who possesses:

• Bachelors degree in Bioscience Life Sciences Biotechnology or related area; a Masters degree MBA or professional certifications (PMP Lean Six Sigma) are strong assets.
• Minimum of 5 years of experience in the pharmaceutical or healthcare industry with at least 3 years in leadership roles managing multidisciplinary teams.
• Proven track record in project management and driving cross-functional initiatives.
• Strong communication stakeholder management and change leadership skills with the ability to influence at all levels.
• Fluency in English; bilingualism in English and French is an asset.

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this we approach our work with an unconventional spirit a rare determination and a constant curiosity. For over 100 years this unordinary mindset has seen us build a company unlike any other. One where a collective passion for our purpose mutual respect and a willingness to go beyond what we know delivers extraordinary results.

What we offer

There is of course more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us while our benefits are designed with your career and life stage in mind.

More information

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To complete your application click on Apply now attach your CV in English and follow the instructions.

Deadline

Please apply before October 14th 2025.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

Were not your typical healthcare a modern world of quick fixes we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science make healthcare more accessible and treat prevent and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real lasting change in health.