Associate Director, Novartis Patient Support (NPS) Enterprise Platform Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Associate Director, Patient Support Enterprise Platform Management based in the United States.

This is a strategic product leadership opportunity focused on shaping the future of patient support technology and agent experience within a highly regulated healthcare environment. You will partner with cross-functional teams to define product vision, prioritize user needs, and deliver scalable digital solutions that improve operational efficiency and end-user satisfaction. The role combines product management, user experience, and healthcare technology expertise to enhance patient services platforms. You will work closely with business, technology, design, and engineering teams to translate complex requirements into impactful product capabilities. Success in this position requires strong stakeholder management, strategic thinking, and a passion for delivering user-centered solutions. This is an excellent opportunity to influence enterprise-wide platforms that directly support patients and healthcare professionals.

Accountabilities:: The Associate Director will lead the strategy, roadmap, and continuous improvement of enterprise patient support platforms, ensuring exceptional agent experiences while collaborating across business and technology teams to deliver innovative, compliant solutions.

Define and execute the product vision, strategy, and roadmap for enterprise patient support and agent experience platforms.

Partner with business, product, engineering, and design teams to prioritize initiatives and deliver scalable technology solutions.

Gather, document, and maintain product requirements that align with business objectives and user needs.

Act as the bridge between end users and development teams, translating customer feedback into meaningful product enhancements.

Drive continuous improvements in agent experience with a focus on usability, transparency, efficiency, and regulatory compliance.

Develop a deep understanding of patient support operations, including benefit investigations, prior authorizations, co-pay programs, patient consent, refill management, and reimbursement processes.

Collaborate with franchise teams, IT, vendors, and business stakeholders to ensure alignment and successful product delivery.

Communicate product roadmaps, progress updates, and key milestones to executive stakeholders and cross-functional teams.

Facilitate workshops, design sessions, and collaborative discussions to identify innovative solutions and improve user experiences.

Apply user-centered design principles and design thinking methodologies to create intuitive digital experiences.

Requirements:

The ideal candidate combines product management expertise with healthcare technology experience and a strong understanding of patient services operations. You should be comfortable leading cross-functional initiatives, influencing stakeholders, and driving product innovation within regulated environments.

Bachelor's degree in a relevant field; MBA or advanced degree in Computer Science, Data Science, Statistics, Economics, Life Sciences, or a related discipline is preferred.

5+ years of product management, product ownership, technology, or data management experience within healthcare, life sciences, or another regulated industry.

At least 3 years of experience supporting patient services, reimbursement operations, or healthcare support programs within pharmaceutical organizations or reimbursement hubs.

Strong understanding of patient services technologies and healthcare operational workflows.

Experience working across cross-functional teams within pharmaceutical, healthcare, or related industries.

Familiarity with regulatory environments and compliance requirements, including HIPAA, CCPA, FINRA, or similar frameworks.

Proven ability to influence stakeholders and deliver results within complex matrix organizations.

Strong analytical and problem-solving skills with a track record of developing innovative solutions.

Experience applying user-centered design principles, usability best practices, and interaction design methodologies.

Knowledge of information architecture, wireframing, prototyping, and design thinking approaches.

Familiarity with design tools such as Figma, Sketch, Adobe XD, or similar platforms.

Experience conducting user research, usability testing, user interviews, surveys, persona development, and journey mapping.

Excellent communication, facilitation, stakeholder management, and leadership skills.

Benefits:

Competitive base salary ranging from $145,600 to $270,400 annually , based on experience, qualifications, and location.

Potential eligibility for sign-on bonuses, restricted stock units, and discretionary incentive awards.

Comprehensive medical, financial, and wellness benefits.

401(k) retirement savings program.

Generous paid time off, including vacation, sick leave, and parental leave.

Fully remote work opportunity within eligible U.S. locations.

Opportunities to collaborate with multidisciplinary teams on innovative healthcare technology initiatives.

Career development within a highly collaborative and mission-driven environment.

Business travel opportunities as required for team and organizational needs.

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