Director–CentralOperations

**Job Description Summary** The Director, PSC Mexico City Operations is accountable for leading the Mexico City NOCC as a near-shore extension of US Novartis Patient Support and Patient Support Center (PSC) operations, delivering reliable day-to-day execution across assigned customer-facing and back-end workflows while also providing leadership across broader Novartis Patient Support capabilities that may extend beyond agent-based roles, including Business Operations, Launch Excellence, RLT Order Management, and other operational support functions as applicable. This leader ensures alignment to US enterprise standards for process, quality, training, workforce management, and compliance, and partners closely with US-based PSC leaders and broader NPS stakeholders to scale capacity, support launches and program transitions, improve performance and productivity, and create a high-performing and engaged site culture. **Job Description** ## Major Accountabilities **1) Site leadership & people management** * Lead Mexico City NOCC teams and people leaders to deliver daily operational performance, reinforce expectations, and develop talent. * Own local workforce health, including hiring plans, onboarding, performance management, recognition, attrition mitigation, and succession planning, in partnership with US functional leaders, Resources & Engagement, and Mexico P&O. * Build a high-performing site culture that promotes accountability, engagement, and continuous development. **2) Operational execution & performance management** * Ensure delivery of agreed SLAs and KPIs across Mexico City-supported workstreams, including service, productivity, turnaround time, quality, and backlog health. * Identify performance gaps and partner with US-based stakeholders to implement corrective actions and sustainable improvement plans. * Support operational readiness for launches, transitions, and scaling of new or expanded capabilities. **3) Standardization, training enablement, and contin