Associate Director, Implementation Lead

Key Responsibilities:

• Responsible for the oversight and implementation of projects involving established programs within the Patient Support Center (PSC) with a focus on line extensions and operational changes, including planning, coordinating, executing, and monitoring project activities.
• Serve as the PSC subject matter expert on enterprise program design standards, ensuring consistency with established operations.
• Communicate with internal PSC and NPS stakeholders to ensure clarity of accountabilities and responsibilities related to implementation projects, facilitating effective collaboration and coordination between teams.
• Create and manage PSC implementation project documents, requirements, and deliverables, ensuring that project documentation is comprehensive, up-to-date, and accessible to all relevant stakeholders.
• Collaborate with Program Management, Business Operations, Product, and Operational Excellence teams throughout the project lifecycle to ensure project decisions and details align with the overall project roadmap, either defined by the PSC or Launch Excellence depending on the project scope.
• Develop timelines and scope for overall projects, considering key milestones, resource allocation, and dependencies to ensure successful project completion within the given constraints.
• Serve as the primary contact person for the PSC on project teams, providing necessary details, background information, and timelines to ensure all team members are well-informed and aligned.
• Define success and failure metrics for projects and programs, regularly communicating and presenting across the PSC regarding the achievements and opportunities associated with implemented programs.
• Display proficiency in managing effective meetings, demonstrating skills in keeping participants on track, on schedule, and focused, while actively encouraging their participation and engagement.
• Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes

What you’ll bring to the role:

Education: Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)

Internal Engagements: This position will collaborate with many individuals across NPS and PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners

Travel requirements: Role is office-based in Mexico City, Mexico with occasional travel between offices, Tempe, or East Hanover (anticipating 20%)

Hybrid Working Requirements: Ability to work on-site, Mexico City, Mx 3 days per week

Required Experience:

• 5+ years pharmaceutical, biotech, consulting, specialty hub operations or related experience
• 2+ Years project management experience
• Strong leadership, teaching, planning and organization, data and analytics, decision making and problem-solving skills
• Experience working in a Patient Services contact center, pharmaceutical industry, healthcare or heavily regulated industry
• Strong interpersonal, communication, influencing and analytical skills
• Demonstrated ability to synthesize information to develop recommendations, and ability to persuade / influence organization pursuit of recommended path
• Ability to manage multiple projects and consistently meet deadlines
• Excels at interacting with a diverse group of people, all levels of management, including senior leadership

Preferred Qualifications: 

• Strong compliance mindset, high level of integrity and ethical judgment, demonstrated experience in fostering compliance with company policies and procedures  
• Understanding of privacy laws and regulations including HIPAA and similar state laws  
• Strong ability to collaborate and work cross-functionally within a matrix environment 
• Strong analytical acumen and ability to apply data driven insights for operational improvements
• PMP Certification is preferred