Associate Director, Novartis Patient Support (NPS) Enterprise Platform Management

Job Description Summary

#LI-Remote

This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result.
This position will require travel as defined by the business (domestic and/ or international).

In this position you will collaborate with a diverse and multidisciplinary team to gather structure and prioritize agent experience related product requirements from stakeholders. Your goal will be to execute your roadmap across our advanced technology stack delivering scalable. industry-leading services.

Job Description

Your responsibilities will include but are not limited to:

• Own and drive the agent experience product vision strategy roadmap and end user satisfaction in collaboration with business and other product design and engineering leads.
• Facilitate effective communication between end users and product development teams to ensure the delivery of an efficient agent experience and to translate insights into product features that address user needs.
• Build best-in-class and compliant agent experience with accuracy transparency and efficiency.
• Lead the documentation and ongoing maintenance of product requirements for Product/IT to build technical applications across all products working alongside business strategy and franchise teams.
• Demonstrate deep understanding of the patient services internal and vendor landscape including Benefit Investigation Prior Authorization Co-pay patient & practice authorizations consent / opt-outs and ongoing re-fill management solutions for all product archetypes.
• Update key stakeholders (PSC Franchise IT Vendors) on product status to maintain their continued support.

Required Experience:

• Bachelors Degree in relevant area. MBA or Advanced degree in quantitative subjects (e.g. Computers Data Science Statistics Economics Social/Life Sci-ences) strongly preferred.
• 5 years of product/data management and technology experience in healthcare life sciences and / or regulated industry.
• Minimum of 3 years of experience in patient services and reimbursement operations either in Pharma or at reimbursement HUBs.
• Demonstrated understanding within the Patient services technology landscape.
• Multi-functional experience in Pharmaceutical or Healthcare preferred.
• Familiarity with operating in regulated industries (HIPAA FINRA CCPA etc.)
• Experience in driving results in a matrix organization.
• Creative analytical person with the capability to provide innovative solutions to challenges and roadblocks.
• Proven initiative-taker and ability to deliver strongly in a firsthand role.
• Proven expertise and a solid grasp of user-centered design principles usability heuristics and interaction design patterns.
• Knowledge of information architecture wireframing and prototyping.
• Familiarity with design tools like Figma Sketch or Adobe XD.
• Ability to conduct and interpret user research including user interviews sur-veys and usability testing.
• Understanding of user personas and user journey mapping.
• Proficiency in applying design thinking methodologies to solve user problems.
• Ability to facilitate workshops brainstorming sessions and influence leadership teams

The pay range for this position at commencement of employment is expected to be between$145600 and $270400.00/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 sex national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status.

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 to perform the essential functions of a position please send an e-mail to or call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

$145600.00 - $270400.00

Skills Desired

Cross-Functional Collaboration Customer Engagement Customer Insights Data Analytics Digital Marketing Market Research Media Campaigns Product Marketing Stakeholder Engagement Stakeholder Management Team Leadership Waterfall Model