RLT Customer Excellence, Director

Band

Level 6

Job Description Summary

Location: Basel Switzerland
#LI-Hybrid

The Director Business Platform Excellence implement solutions and drives operational excellence through cross-functional coordination and optimization. This role serves as the operational backbone for RLT business platform ensuring customer experience reliable fast service that maximizes treatment delivery and revenue capture.

The incumbent holds accountability for three critical domains:

(1) Operational Excellence - overseeing order-to-infusion performance owning the end-to-end process review monitoring KPIs and platform performance and serving as the country voice for escalations;
(2) Solution Execution - running proof-of-concept pilots and deploying validated solutions across NTO IT and Analytics teams leveraging deep subject matter expertise to ensure seamless implementation;
(3) Operational Optimization - using data and predictive demand forecasting to optimize supply chain planning reduce order-to-delivery timelines improve Platform experience and make RLT faster and more responsive to customer needs.

The incumbent leads a team responsible for operational domains solution implementation workstreams and cross function coordinationdeveloping talent setting priorities and ensuring the team delivers on commitments.

Job Description

Major Accountabilities:

RLT Operational Excellence:

• Own comprehensive review of the order-to-delivery process continuously identifying bottlenecks and opportunities to accelerate delivery timelines improve reliability and enhance customer experience across international markets.
• Set and monitor operational targets and KPIs including order accuracy delivery speed forecast accuracy center satisfaction and competitive performance.
• Define requirements for operational dashboards and analytics tools partnering with technical teams to build real-time visibility into order status performance metrics and center experienceenabling data-driven decision-making.
• Monitor order-to-infusion performance across international markets tracking results against targets analyzing deviations identifying root causes and driving corrective action plans to ensure consistent operational excellence.
• Serve as the country voice for operational escalations making business decisions on case-by-case issues that require cross-functional coordination resource allocation or policy exceptions to resolve center challenges and maintain service levels.
• Partner with supply chain (NTO) teams to conduct systematic forecast reviews aligning demand projections with capacity planning identifying supply constraints coordinating escalations and optimizing resource allocation to meet center needs.

Solution Execution:

• Own comprehensive review of the order-to-delivery process continuously identifying bottlenecks and opportunities to accelerate delivery timelines improve reliability and enhance customer experience across international markets.
• Set and monitor operational targets and KPIs including order accuracy delivery speed forecast accuracy center satisfaction and competitive performance.
• Define requirements for operational dashboards and analytics tools partnering with technical teams to build real-time visibility into order status performance metrics and center experienceenabling data-driven decision-making.
• Monitor order-to-infusion performance across international markets tracking results against targets analyzing deviations identifying root causes and driving corrective action plans to ensure consistent operational excellence.
• Serve as the country voice for operational escalations making business decisions on case-by-case issues that require cross-functional coordination resource allocation or policy exceptions to resolve center challenges and maintain service levels.
• Partner with supply chain (NTO) teams to conduct systematic forecast reviews aligning demand projections with capacity planning identifying supply constraints coordinating escalations and optimizing resource allocation to meet center needs.

Operational Optimization:

• Use predictive demand forecasting and advanced analytics to optimize supply chain planning and reduce order-to-delivery timelines.
• Conduct weekly demand forecast reviews adjusting models based on market dynamics
• Optimize production allocation across international markets balancing supply constraints with demand priorities to maximize patient access minimize waste and ensure centers receive reliable timely deliveries.
• Collaborate with analytics teams to develop and refine forecasting methodologies incorporating center ordering patterns seasonal trends competitive dynamics and market growth trajectories into predictive models.
• Identify opportunities to improve supply chain efficiency reduce lead times optimize inventory positioning and enhance responsiveness to urgent treatment requestsmaking Pluvicto faster and more reliable than competitors.
• Monitor supply chain KPIs including on-time delivery forecast accuracy and order cycle timedriving continuous improvement initiatives that enhance operational performance and center satisfaction.

Essential Requirements:

• 10 years of pharmaceutical or healthcare industry experience with strong operational background demonstrating deep expertise in commercial operations analytics and service delivery.

• Proven track record in performance management including setting targets building KPI frameworks monitoring results analyzing variances and driving corrective actions that improve operational outcomes.

• Demonstrated expertise in analytics and forecasting with ability to leverage data science predictive models and business intelligence tools to optimize planning and operational decision-making.

• Strong project management skills with experience leading cross-functional implementation initiatives coordinating complex dependencies and ensuring solutions are deployed successfully across multiple markets.

• Deep subject matter expertise in at least one critical operational domain (supply chain IT systems analytics commercial operations) that enables effective collaboration with technical teams and practical problem-solving.

• Experience in RLT or specialty pharmaceuticals with understanding of treatment center operations supply chain complexities and the operational challenges of delivering time-sensitive therapies.

• Exceptional communication and stakeholder management skills with ability to influence senior leaders coordinate across functions serve as country voice for escalations and drive alignment without direct authority.

• Strong business acumen with ability to balance operational efficiency customer experience regulatory compliance and commercial objectivesmaking pragmatic trade-offs that optimize overall performance.

• Experience building and leading operational teams developing talent setting clear expectations and creating accountability for results in complex matrixed environments.

Desirable Requirements:

• Drives operational excellence by establishing clear performance standards monitoring results rigorously holding teams accountable for commitments and fostering continuous improvement mindset.

• Demonstrates systems thinking by understanding how order-to-delivery processes supply chain operations IT platforms and center experiences interconnectoptimizing the entire system rather than individual components.

• Leads through influence and expertise mobilizing cross-functional resources building coalitions across NTO/IT/Analytics and serving as trusted operational advisor to country teams and senior leaders.

• Makes sound business decisions under pressure balancing competing priorities (speed vs. cost flexibility vs. efficiency customer requests vs. operational constraints) to deliver optimal outcomes.

• Communicates complex operational performance and technical solutions clearly to diverse audiences from country commercial teams to supply chain experts to senior executivesadapting style to drive understanding and action.

• Builds credibility through deep operational expertise data-driven insights and track record of delivering resultsearning trust of cross-functional partners and country teams who depend on reliable execution.

• Anticipates operational risks and manages them proactively including supply disruptions system failures forecast misses and implementation challenges that could impact center experience or commercial performance.

• Develops talent within the team coaching Associate Directors on operational excellence solution execution analytics and cross-functional leadershipbuilding organizational capability for sustained performance.

Location:

This role is based in Basel Switzerland.

Benefits:

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Commitment to Diversity & Inclusion:

Novartis is committed to building an outstanding inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and accommodation:

Novartis is committed to working with and providing reasonable accommodation to all individuals. If be-cause of a medical condition or disability you need a reasonable accommodation for any part of the recruitment process or in order to receive more detailed information about the essential functions of a position please send an e-mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

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 Marketing