Associate Director, PSC Program Monitoring

This position will be located at the East Hanover, NJ site and will require about 20% domestic travel. Relocation assistance is not provided; only local candidates will be considered.

About the Role

Leads the quality assurance, program monitoring, case auditing, and escalation governance strategy for Novartis Patient Support Center (PSC) operations. This role sets standards for monitoring and auditing coverage, ensures effective governance and risk sensing across programs and channels, and drives a consistent “find recommend fix” operating rhythm with PSC Program Management, Training, Analytics, ERC, Legal, Compliance, IDS, and Technology.

The Associate Director partners with the Manager, Monitoring Operations, who owns monitoring standards/materials and monitoring-related Genesys/CRM functionality, and leads managers responsible for day-to-day execution and analyst development. Success requires scalable monitoring and escalation capabilities, decision-ready insights for governance forums, and effective use of technology (AI/automation) and near-/off-shoring to support efficiency and cost avoidance.

Responsibilities

• Own the people, process, and technology roadmap for Program Monitoring; ensure manager-led execution delivers scale, quality, and efficiency (operating model, capacity/coverage planning, tooling, and reporting).
• Set and maintain a sustainable, risk-based approach to monitoring, auditing, and escalation governance (control objectives, coverage, evidence standards, and decision rights); ensure adoption through manager-led standard work, calibration, and quality routines.
• Define the technology-enabled monitoring and auditing strategy (AI/automation, data capture, reporting); partner with IDS/DDIT/Product and the Manager, Monitoring Operations to translate requirements into Genesys/CRM functionality, scalable evaluation tools, and actionable reporting.
• Own PSC CAPA governance and audit readiness; ensure findings are evidence-based, owners/timelines are defined, and actions are tracked through closure with program, operations, training, and technology stakeholders.
• Lead the Program Monitoring organization across locations (East Hanover, NJ; Tempe, AZ; Mexico City, Mexico; Hyderabad, India) through direct leadership of managers/people leaders; ensure monitoring and escalation execution is consistent and high quality across teams.
• Oversee Program Monitoring & Escalations governance outcomes: define escalation thresholds/decision trees; ensure governance forums receive decision-ready narratives; and ensure remediation actions are assigned, prioritized, and tracked to closure.
• Responsible for team performance, engagement, people management (growth/coaching/motivation), and adherence to company policies/processes.
• Maintain a deep understanding of NPC policies and requirements and perform all responsibilities with integrity and in a manner consistent with company policy and/or guidance.
• Support the short-, mid-, and long-term operations agenda for program transitions, new launches, new technologies, and near- and off-shore capabilities.
• Build strong partnerships with PSC Program Management, Business Operations, ATP Customer Support, PSC Training, NPS Analytics, NPS Quality Assurance, IDS, DDIT, Product/Technology, ERC, Legal, and Compliance to align monitoring expectations, reporting, escalation pathways, and remediation ownership.
• Demonstrate a proactive approach to continual improvement by leading with a quality mindset.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes.

Requirements

• Bachelor’s degree required; advanced degree preferred (MBA).
• 4+ years of pharmaceutical and/or pharmaceutical vendor experience.
• 2+ years of people leadership experience, including coaching, performance management, and ideally leading through managers or senior leads in a complex, matrixed environment.
• Experience within or supporting (200+ agent) contact center operations leadership.
• Experience designing, governing, and scaling quality monitoring and/or auditing programs for contact center and/or case management operations (coverage strategy, standards, calibration, reporting, and continuous improvement).
• High awareness and understanding of patient access and reimbursement services, including prior authorization, appeals, and other payer utilization management mechanisms.
• Knowledge of commercial copay programs, patient assistance programs, and foundation support.
• Strong interpersonal, communication, influencing, and analytical skills.
• Proactive, entrepreneurial approach to recognizing needs and anticipating issues and solving problems.
• Ability to manage multiple projects and consistently meet deadlines.
• Demonstrated ability to synthesize information to develop recommendations and influence matrixed partners.

Preferred Qualifications

• Experience working in a Patient Services contact center.
• Experience creating operational case audit program/approach to ensure documented processes are being executed properly.
• Demonstrated experience leveraging technologies such as AI and automation to optimize and enhance quality monitoring and auditing processes.

Pay

The salary for this position is expected to range between $138,600 and $257,400 per year. The final salary offered is determined based on factors like relevant skills and experience. Compensation includes a performance-based cash incentive and eligibility for annual equity awards.

Benefits

• Comprehensive health, life, and disability benefits.
• 401(k) with company contribution and match.
• Generous time off package including vacation, personal days, holidays, and other leaves.