Associate Director, Novartis Patient Support (NPS) Enterprise Platform Management

Accountabilities: The Associate Director will lead the strategy, roadmap, and continuous improvement of enterprise patient support platforms, ensuring exceptional agent experiences while collaborating across business and technology teams to deliver innovative, compliant solutions.

Define and execute the product vision, strategy, and roadmap for enterprise patient support and agent experience platforms.

Partner with business, product, engineering, and design teams to prioritize initiatives and deliver scalable technology solutions.

Gather, document, and maintain product requirements that align with business objectives and user needs.

Act as the bridge between end users and development teams, translating customer feedback into meaningful product enhancements.

Drive continuous improvements in agent experience with a focus on usability, transparency, efficiency, and regulatory compliance.

Develop a deep understanding of patient support operations, including benefit investigations, prior authorizations, co-pay programs, patient consent, refill management, and reimbursement processes.

Collaborate with franchise teams, IT, vendors, and business stakeholders to ensure alignment and successful product delivery.

Communicate product roadmaps, progress updates, and key milestones to executive stakeholders and cross-functional teams.

Facilitate workshops, design sessions, and collaborative discussions to identify innovative solutions and improve user experiences.

Apply user-centered design principles and design thinking methodologies to create intuitive digital experiences.

Requirements:

The ideal candidate combines product management expertise with healthcare technology experience and a strong understanding of patient services operations. You should be comfortable leading cross-functional initiatives, influencing stakeholders, and driving product innovation within regulated environments.

Bachelor's degree in a relevant field; MBA or advanced degree in Computer Science, Data Science, Statistics, Economics, Life Sciences, or a related discipline is preferred.

5+ years of product management, product ownership, technology, or data management experience within healthcare, life sciences, or another regulated industry.

At least 3 years of experience supporting patient services, reimbursement operations, or healthcare support programs within pharmaceutical organizations or reimbursement hubs.

Strong understanding of patient services technologies and healthcare operational workflows.

Experience working across cross-functional teams within pharmaceutical, healthcare, or related industries.

Familiarity with regulatory environments and compliance requirements, including HIPAA, CCPA, FINRA, or similar frameworks.

Proven ability to influence stakeholders and deliver results within complex matrix organizations.

Strong analytical and problem-solving skills with a track record of developing innovative solutions.

Experience applying user-centered design principles, usability best practices, and interaction design methodologies.

Knowledge of information architecture, wireframing, prototyping, and design thinking approaches.

Familiarity with design tools such as Figma, Sketch, Adobe XD, or similar platforms.

Experience conducting user research, usability testing, user interviews, surveys, persona development, and journey mapping.

Excellent communication, facilitation, stakeholder management, and leadership skills.

Benefits:

Competitive base salary ranging from $145,600 to $270,400 annually , based on experience, qualifications, and location.

Potential eligibility for sign-on bonuses, restricted stock units, and discretionary incentive awards.

Comprehensive medical, financial, and wellness benefits.

401(k) retirement savings program.

Generous paid time off, including vacation, sick leave, and parental leave.

Fully remote work opportunity within eligible U.S. locations.

Opportunities to collaborate with multidisciplinary teams on innovative healthcare technology initiatives.

Career development within a highly collaborative and mission-driven environment.

Business travel opportunities as required for team and organizational needs.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

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