Novartis
Manager,CustomerExperienceandOperations
“Manager, Customer Experience and Operations at Novartis. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer operations, healthcare provider communication, operational KPIs, cross-functional collaboration, regulatory compliance, project management. Oversee end-to-end customer operations, including order processing, case management, escalations, and communications with healthcare provide”
Industry & Context.
Excellent problem-solving skills
What They're Looking For.
Must Have
Bachelor’s degree in Business, Life Sciences, Healthcare Management, or a related field., 3–5+ years of experience in supply chain, customer service, or operations within pharmaceuticals, or healthcare., Experience working in regulated environments with understanding of compliance requirements, CRM and ERP systems., Proven ability to collaborate effectively in cross-functional teams within complex environments., customer-centric mindset with demonstrated operational rigor and process excellence., Excellent communication, problem-solving, and project management skills., Ability to manage complexity and drive execution with a patient-first mindset., Bilingual (French and English).
Nice to Have
Experience supporting highly specialized therapies and/or hospital-based care models., Digital and technology proficiency (e.g. , analytics tools, supply chain systems, emerging technologies).
What You'll Do.
Oversee end-to-end customer operations
including order processing
and communications with healthcare providers and treatment centers
Act as the primary point of contact for healthcare professionals and institutions
ensuring a high-quality customer experience
Monitor and drive key operational KPIs (e. g.
unused dose management)
providing insights and continuous improvement recommendations
Lead onboarding and operational readiness of RLT treatment centers
ensuring standardized processes and compliance
Drive continuous improvement initiatives by leveraging analytics to optimize performance and enhance the customer journey
Ensure adherence to regulatory
and pharmacovigilance standards
including timely reporting of adverse events
and operational discipline in a highly regulated radiopharmaceutical environment
How You'll Work.
Team & Collaboration
Collaborate cross-functionally (Supply Chain, Manufacturing, Quality, Medical, Regulatory, Commercial, Field) to support therapy adoption and operational excellence; Proven ability to collaborate effectively in cross-functional teams within complex environments.
Communication Scope
Excellent communication skills; communications with healthcare providers and treatment centers
Process & Methodology
project management skills, Project Management, Project Planning
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