Associate Director, Product Adoption (1 of 2)

The Insights and Decision Science (IDS) team is dedicated to enabling improved decision-making at Novartis by leveraging data and advanced analytics capabilities to generate actionable insights that drive business growth. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. Reporting to the ED, Product Adoption, this position plays a vital role in bridging technical solutions with customer insights, thereby contributing to the overall success of Novartis' business.

In alignment with the broader objectives of the Insights and Decision Science (IDS) team, the Associate Director of Product Adoption plays a key role in supporting the broader Novartis environment to implement new technologies that enhance support operations. This role plays an important role supporting a cross-functional team to ensure products satisfy user requirements and all feedback shared by end users are well incorporated in the product by collaborating with development teams and facilitating effective communication to enhance product functionality to drive business growth and ensuring our products remain competitive and impactful in the market.

• Implement a comprehensive framework for product support that aligns with organizational goals and customer expectations

• Monitor that the ticketing system supports efficient capture, categorization, and prioritization of requests

• Implement high-level processes and guidelines for triaging support requests, ensuring alignment with organizational priorities and customer needs

• Identify, document, and prioritize product defects in collaboration with development teams and vendors as needed

• Conduct thorough user testing and validation of defect resolutions and product updates

• Implement strategic feedback mechanisms to gather customer insights, informing product improvements and innovations and facilitate sharing of these insights

• Maintain the efficiency and effectiveness of support operations while identifying opportunities for process improvements and innovations in product support

• Analyze support metrics to identify trends and areas for improvement in the support process while maintaining reporting systems to track key performance indicators (KPIs) for product support

Novartis seeks an individual with extensive experience overseeing data governance operations. The individual should have a deep understanding of industry best practices and a proven ability to manage data-related risks, including privacy and security concerns. A commitment to driving continuous improvement in data governance processes, informed by data insights and industry trends, is essential to this role.

Novartis Compensation and Benefit Summary:

The pay range for this position at commencement of employment is expected to be between $132,300.00 and $245,700.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.