At Novo Nordisk, we are driven by a patient-centered focus and the mission of changing lives. We are looking for an Associate Patient Solutions Data Acquisition and Support Director to optimize the day-to-day operations of our three Patient Safety contact centers. This role is pivotal in setting our programs and agents up for success today while strategically preparing for future needs.
What You'll Do
- Enable strategic direction for Patient Safety Data Acquisition & Support call centers, ensuring process alignment.
- Support call center preparedness for label updates and product launches, including Customer Care resource oversight.
- Establish and maintain inspection readiness programs, audit responses, and corrective actions.
- Provide high-level training development oversight across call centers.
- Lead, design, and implement program optimizations and track performance against defined KPIs.
- Create and manage project plans, timelines, resource allocation, and risk registers.
- Champion an integrated approach for technology development and experience delivery across channels.
- Communicate contact center data and analytics to internal stakeholders.
- Develop solutions to address issues and implement best practices.
- Enhance customer experience via benchmarking, feedback, and call monitoring oversight.
- Develop and implement program changes to ensure compliance and operational excellence.
- Document policies, procedures, and risk-control processes.
- Collaborate on performance dashboards to assess trends and identify opportunities.
- Manage external partner performance against contracts, SOPs, KPIs, and budgets.
What We're Looking For
- A Bachelor’s degree or equivalent relevant experience.
- A minimum of 9 years in market access, marketing, project management, operations, call center, or related roles.
- Experience leading in Customer Relationship Management Systems, Safety Systems, and Telephony systems.
- Prior pharmaceutical industry experience with a solid understanding of legal, medical, regulatory, and clinical processes.
- Demonstrated analytical, problem-solving, and decision-making skills.
- Excellent project management skills with the ability to juggle multiple priorities.
- Proficiency in Windows, MS Word, PowerPoint, and Excel.
- Proven vendor management capabilities.
- Strong customer service skills.
Nice to Have
- An MBA.
- Pharmaceutical, Patient Safety, or healthcare experience.
Technical Stack
- Windows
- MS Word
- PowerPoint
- Excel
- Customer Relationship Management Systems
- Safety Systems
- Telephony systems
Team & Environment
This role reports to the Director, Patient Safety Data Acquisition & Support.
Benefits & Compensation
- Compensation range: $175,000 to $235,000.
- Medical, dental, and vision coverage.
- Life, disability, and supplemental insurance.
- 401(k) savings plan and flexible spending accounts.
- Employee assistance program and tuition reimbursement.
- Voluntary benefits including legal, critical illness, and pet insurance.
- Sick time, flex-able vacation, and parental leave policies.
- Long-term incentive compensation and company bonus based on performance.
Work Mode
This position is designated as onsite.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
