Manager, Monitoring Operations
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Job Description
Novartis patient-support monitoring manager overseeing call, case, and compliance quality programs. Delivering CRM analytics, governance reporting, and continuous-improvement insights.
Responsibilities:
- Execute established monitoring programs across calls, omni-channel interactions, and case/eligibility documentation within CRM platforms.
- Apply and govern monitoring standards, audit criteria, sampling methodologies, and documentation requirements.
- Conduct periodic calibrations, quality checks, and validation of audit outputs.
- Oversee compliance monitoring for policy, privacy/data protection, and AE/PTC reporting adherence; escalate issues.
- Own and maintain monitoring workflows, evaluation tools, job aids, and checklists.
- Serve as a monitoring SME for Genesys and CRM platforms; assess product releases and coordinate testing, validation, and updates.
- Partner with IDS, DDIT, Product, Legal, Compliance, ATP Customer Support, Program Management, and Business Operations on system enhancements and reporting solutions.
- Analyze monitoring results to identify trends, systemic risks, and data quality issues; drive triage and resolution, escalate findings, and support audit readiness and stakeholder reporting.
Requirements:
- Bachelor’s degree required
- 5+ years of experience in contact center, patient services, and/or healthcare/pharmaceutical quality and compliance monitoring, including case auditing and program monitoring
- Experience in regulated or risk-based environments, with understanding of controls, evidence, and compliance frameworks
- Ability to build and implement monitoring routines, QA playbooks, and standardized workflows
- Strong analytical thinking and judgment; ability to translate data into actionable insights and governance-ready reporting
- Ability to collaborate cross-functionally on product and process enhancements and continuous improvement
- Advanced proficiency in MS Office, including Excel and PowerPoint
- Experience with reporting and dashboard development, such as Tableau or Power BI
- Experience with contact center and quality monitoring platforms, such as Salesforce, Verint, Genesys, or Five9
- Preferred: pharmaceutical patient support/hub services and reimbursement program experience, AE/PTC reporting knowledge, and launch/hypercare support
- Preferred: bilingual English/Spanish proficiency and certifications such as Six Sigma or PMP
Benefits:
- Performance-based cash incentive
- Eligibility to be considered for annual equity awards, depending on the level of the role
- Health benefits
- Life benefits
- Disability benefits
- 401(k) with company contribution and match
- Vacation
- Personal days
- Holidays
- Other leaves
- Reasonable accommodation for individuals with disabilities
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