Executive Director, US Patient Support Field Strategy & Effectiveness (Onsite or Remote)

Band

Level 7

 

Job Description Summary

#LI-Onsite #LI-Remote

Location: The ideal location for this role is East Hanover, New Jersey but remote work may be possible in the U.S. (there may be some restrictions based on legal entity). The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.

Relocation Support: Novartis is unable to offer relocation support: please only apply if accessible.

Join Novartis in shaping the future of patient support across the U.S. as Executive Director of Field Strategy and Effectiveness. Your leadership will be critical within the US Novartis Patient Support (NPS) organization to ensure alignment with business priorities, foster collaboration across therapeutic areas, and elevate field capabilities to set new standards of excellence in patient engagement.

This individual will partner with NPS Therapeutic Area (TA) VP’s, field leadership, the Novartis patient support center, and other matrix support partners to develop a sustainable NPS enterprise wide and TA specific field strategy, effective customer engagement planning, performance monitoring, field capability building, and field operational excellence for 400+ field associates. This includes designing strategic alignment of field teams with business priorities, effective stakeholder engagement plans, TA support program trainings, capabilities/skills/competency development, managing annual field planning cycles, local territory/account insight generation and business planning process, field reporting and communications, associate performance management including coaching plans, roster oversight, and deployment of NPS relevant field platforms, technologies, and CRM.

As part of this effort, the individual will develop and coach a team of directors who will liaise with a NPS Therapeutic Area VPs to develop and execute the TA/Product specific field strategies, communications, training plans, performance monitoring (KPIs), and insight generation. In addition, they will develop and coach a centralized NPS field operations team that will be responsible for standardizing common field team requirements such as the enablement of field platforms, reports and dashboards, and technology tools as well as executing stream-lined communications, training and coaching plans, sub-national assessments of program performance, and other field effectiveness tactics.

This role is highly customer focused and involves close collaboration with the NPS Leadership Team and key matrix cross functional partners to drive customer centric engagements, consistent usage of technology tools, while managing the NPS Field team's effectiveness through development of enterprise and therapeutic area da-ta driven insights on a continuous basis. In addition, success will require substantial interactions with field leadership, field-based NPS associates and first line managers, and requires high levels of flexibility, matrix influencing skills, self-starting adaptability and agility.

 

Job Description

Key Responsibilities:

• Lead the development of compliant NPS field engagement strategies and enable effective execution in partnership with TA VPs collaboration with other US functions (e.g. IDS, Customer Engagement, Medical, ERC, and Legal)  

• Ensure the NPS field’s strategic alignment with the Patient Service Center, focusing on the intentional design and deployment of field systems, tools, and programs. 

• Proactively develop and monitor national and local TA field business plans, execution, and performance specific to NPS programs; identify issues/opportunities and recommend solutions/course correction tactics as needed.  

• Develop and supervise a NPS field business excellence process that liaises with the Insights & Decision Science (IDS) team to manage field data assets, consistent business rules, KPIs, reports, incentive rankings, and platforms to continuously improve field force customer engagement

• Develop and optimize NPS field competencies, capabilities, and skills in partnership with NPS training team in line with enterprise and TA specific program developmental needs

• Supervise and streamline field roadmaps processes related to national/regional meetings, trainings, and Enterprise/TA specific field communications  

• Develop strong partnerships with enterprise operational teams across Novartis to anticipate internal and external business challenges and recommend process, product or field platform improvements.  

• Assess and design technology tools to support NPS's business priorities and achieve industry-leading impact; flexibly adapt data processes and platforms to meet NPS dynamic business needs.  

• Maintain NPS customer data quality, following best practices in data management; Integrate NPS CRM data with other Novartis systems for smooth data flow and alignment. 

 

 

Essential Requirements:

• Education: Bachelors degree required, MBA a plus. 

• 10+ years of pharmaceutical operations management and/or field force performance experience required.

• 8+ years of customer facing Pharmaceutical, Biotech, Medical Device Sales, Access and Reimbursement, field force training, or leadership experience required.

• 5+ years of people management experience with the proven ability to establish clear expectations, motivate, manage performance, and to coach others.

• Demonstrated complex cross matrix leadership capabilities.

• Minimum 3 years of experience engaging external HCP stakeholders, customers or patients.

• Established performance record as operations leader in effectively directing planning process, business analytics, and core functional capabilities. 

• Demonstrated success in optimizing field force effectiveness by leveraging performance metrics and implementing deployment, alignment, and targeting strategies. 

• Proficiency in CRM platforms including Veeva and Salesforce. 

• Seasoned, flexible, agile project leader with ability to confidently prioritize, direct, and manage multiple, complex, and interdependent capabilities and projects, including NOCC resources and associates.

• Knowledge of pharmaceutical customer and field data processes and procedures. 

• Self-Starter and must possess leadership capabilities. 

• Ability to perform in cross functional role and handle multiple tasks.

• Exceptional organizational, project management and time management skills. 

• The position will require occasional long hours and ability to work under tight deadlines. 

 

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, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

 

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 in order to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings

 

Salary Range

$204,400.00 - $379,600.00

 

Skills Desired

Business Performance Management, Coaching, Corrective Action Plans (Cap), Customer Experience, Delegation, Finance, Front-End Development, Inside Sales (Telemarketing), Sales Enablement, Sales Management, Sales Operations, Secops (Security Operations)