Description:
The role of the Program Operation Manager is to support product and program strategy for a launch brand. This role supports ongoing planning, evaluation/measurement, and optimization of short-term and long-term program performance to enable impact for Novartis and patients. This includes day-to-day management and monitoring of all NPS programs and services (onboarding, co-pay, adherence, e-services, hub operations), and pull-through of customer-facing resources to support field execution of launch brand programs. This associate will collaborate closely with the Director of NPS Program Strategy and Management for a launch brand on program evolution through the product life cycle. Additionally, they will liaise with multiple NPS Centers of Excellence and cross-functional teams.
Key Responsibilities:
- Works as an integral part of the NPS cross-functional team to identify and escalate operational issues requiring resolution with NPS teams including, but not limited to, Vendor Management, Patient Support Center, Product team and Field Operations
- Liaises with NPS Centers of Excellence, including, but not limited to, NPS Vendor Operations Team, to address day-to-day operational needs and provide input for Vendor Management Team to communicate with vendor partners
- Leads/ participates in daily/weekly calls as necessary to be operationally up to speed on all projects and issues with program management
- Assess program operations to ensure business objectives are being met and evaluates program performance against these objectives in partnership with Patient Sup-port Center and Program Data Insights and Analytics Center of Excellence
- Acts as a consistent liaison, point of contact and facilitator to enable appropriate discussions and projects between NPS Operations, Product Teams, Vendors, USMM, Finance, Strategic Sourcing, Field, IT, Analytics, and other business partners and departments related to PSS Operational activities
- Supports successful communication of NPS programs to key stakeholders across the enterprise including sales, marketing, and field reimbursement teams and maintains an in-depth understanding of assigned NPS Program(s) and initiatives related to that program
- Understands key operational and program reports and uses them to measure business efficiency to manage overall program performance
- Partners with NPS Enterprise Content Design Team to pull-through customer-facing resources to field teams and content across all stakeholders (including MAP/FUSE)
- Serves as the primary contact between NPS field associates and HQ on program operations and patient access and reimbursement content deployment.