Director, Product Adoption

Job Description Summary

Job Description

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 Director 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 in ensuring the product satisfies the 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.

Key Responsibilities:

• Influence the development a comprehensive framework for product support that aligns with organizational goals and customer expectations

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

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

• Communicate and collaborate with DDIT and other stakeholders to ensure alignment on technical solutions and priorities to address user-reported issues and enhance product functionality

• Foster strong working relationships with relevant development teams to identify, document, and prioritize product defects in collaboration with development teams and vendors as needed

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

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

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

Education:

• Bachelor's or Master's degree in Information Management, Computer Science, Business Administration, or related field.

Essential Requirements:

• Minimum 8 years of experience in product support or a related field, with a proven track record of leadership and strategic oversight

• Demonstrated ability to develop and implement strategic frameworks for product support that align with organizational goals

• Experience in implementing best practices and new technologies to enhance operational efficiency and effectiveness.

• Excellent leadership, communication, and stakeholder management skills.

• Ability to influence and drive change in a complex organizational environment.

• Proficiency in leveraging data and analytics to drive decision-making and improve support operations.

• Strong problem-solving skills and the ability to identify and address complex product defects and user-reported issues.

• Strong analytical skills, with the ability to monitor and interpret key performance indicators (KPIs) to drive strategic improvements.

Novartis Compensation and Benefit Summary:

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, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

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 to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or 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.

Salary Range

Skills Desired