Manager, Operational Controls

This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Relocation assistance is not provided. Working hours and travel expectations (domestic and/or international) will be defined by the hiring manager.

About the Role

As the Manager, Operational Controls, you will lead a team of Operational Controls Analysts responsible for the day-to-day execution, quality, and consistency of operational control monitoring across Novartis Patient Support programs. This role executes monitoring activities and the delivery/escalation of control insights. It does not own corrective action remediation, agent coaching, or end-to-end process redesign; those activities are managed through defined partner teams and governance.

• Manage day-to-day execution of operational control monitoring across assigned teams and programs, ensuring operational targets are met for Operational Controls Analysts.
• Ensure monitoring adheres to approved frameworks, scoring logic, definitions, standard work, and calibration routines to maintain consistency.
• Apply control definitions consistently while accounting for program context without drifting from standards.
• Manage monitoring volume, cadence, and depth based on operational risk, channel, and lifecycle stage; adjust staffing and focus during hypercare/launch periods.
• Directly manage and develop Operational Controls Analysts through clear expectations, prioritization, performance standards, onboarding, ongoing skill development, and coaching on monitoring accuracy, judgment, and consistency.
• Support team resilience through intentional cross-training across programs and monitoring functions while protecting required specialization and maintaining monitoring responsibilities.
• Enforce clear boundaries between monitoring, remediation, coaching, and training; prevent scope creep and reinforce documented decision rights and escalation paths.
• Conduct first-level quality checks; prepare and submit escalation inputs for governance forums and partner teams.
• Partner with the Associate Director to ensure monitoring readiness for new programs, channels, and operational changes, with all activities aligned to Associate Director direction.

Requirements

Education: Bachelor’s Degree required. MBA or other graduate degree a plus.

Required Experience:

• 3+ years of experience leading operational, quality, audit, or monitoring teams in a complex environment.
• Experience in patient services or similar environments (including specialty pharmacy distribution & capabilities, patient care coordination, operational workflows, and managed care knowledge).
• Demonstrated people leadership, coaching, and performance management capability.
• Experience operating within regulated and/or risk-based frameworks, with strong attention to control definitions and evidence.
• Strong judgment, analytical thinking, and ability to communicate clear, actionable insights to stakeholders; demonstrated critical thinking, leveraging technology and data to perform call quality monitoring efficiently and meet KPIs.
• Ability to enforce scope, standard work, and governance discipline in ambiguous settings.
• Highly proficient in MS Office tools, quality monitoring and contact center results analysis, and reporting; experience leveraging technology and data to support monitoring outcomes.
• Experience working with systems such as Salesforce, Verint, Genesys, Five9 and other quality monitoring systems (AI solution experience a plus).
• Bilingual Spanish/English proficiency with strong reading, writing, and spoken skills.

Preferred Experience:

• Experience supporting omni-channel or technology-enabled operations (e.g., phone, email, chat), launch/hypercare periods including rapid risk sensing and prioritization, and within healthcare, life sciences, or similarly regulated environments.
• Experience building calibration routines, QA playbooks, and monitoring standard work; Six Sigma certification.

Pay

The salary for this position is expected to range between $114,100 and $211,900 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.