Key Responsibilities:

• Oversight of the program management team operations for new and/or transitioning programs, initiatives, or requests within the organization including the Intake Specialist team of Supervisors
• Collaborate with key stakeholders to understand project requirements, timelines, and resource needs to support program execution.
• Pull through the incoming requests and priorities based on strategic objectives and available resources at the direction of the Associate Director.
• Reinforce program performance metrics and execution to follow program job aides, work instructions and other documented processes and business rules.
• Work closely with cross-functional teams to streamline workflows, eliminate redundancies, and optimize resource allocation.
• Develop and maintain relationships with Supervisor team to ensure accountability and assist with growth and development activities including coaching at the request or direction of the Associate Director.
• Collaborates with Performance, Quality, and Excellence (PQE) to monitor call and system performance of program team.  Ensure monitoring outcomes are executed at team level.
• Schedules Supervisor coaching, huddles and other sessions to positively impact overall performance and compliance of team at the direction of the Associate Director.
• Complete ‘special projects’ assignments from the Associate Director that supports program operations such as case audits, case cleanup and other business critical items.
• Maintain knowledge of industry trends and best practices. Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

Essential Requirements:

• Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)
• 2+ years of experience in pharmaceutical, healthcare or payer operations call center in a people leadership role.
• Direct experience in employee development including performance management and coaching
• Experience working in a Customer Relationship Management system (CRM), Salesforce preferred
• Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at various levels of the organization. Highly customer service driven, team oriented and have a focus on business partnering skills
• Strategic thinker with the ability to see the big picture and align processes with organizational goals and objectives.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
• Strong compliance mindset, high level of integrity and ethical judgment
• Ability to simultaneously manage multiple projects (multi-task) in a fast-paced environment in order to meet aggressive deadlines.
• Ability to be flexible in a continually changing environment in order to achieve business needs. Passion for problem solving and taking on challenges.

Desirable Requirements:

• Demonstrated experience in fostering compliance with company policies and procedures. Understanding of privacy laws and regulations including HIPAA and similar state laws
• Successful leadership skills managing a team across multiple locations (both remotely and onsite) with direct reports. Strong ability to collaborate and work cross-functionally within a matrix environment

Other Work Requirements:

• Must be flexible on schedule and hours to accommodate an 8AM to 8PM operational schedule
• May be required and scheduled to work on Novartis US holidays as determined by business need

The pay range for this position at commencement of employment is expected to be between $89,600 and $166,400 per 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.