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Associate Director, Product Adoption (1 of 2)

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Job Description Summary

The location for this role is East Hanover, NJ.

There are 2 Associate Director, Product Adoption positions associated with this job posting.
The roles are as follows:

1-Associate Director, Product Adoption
2-Associate Director, Product Adoption

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 Associate Director of 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 supporting a cross-functional team to ensure products satisfy 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:

Implement a comprehensive framework for product support that aligns with organizational goals and customer expectations

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

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

Identify, document, and prioritize product defects in collaboration with development teams and vendors as needed

Conduct thorough user testing and validation of defect resolutions and product updates

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

Maintain the efficiency and effectiveness of support operations while identifying opportunities for process improvements and innovations in product support

Analyze support metrics to identify trends and areas for improvement in the support process while maintaining reporting systems to track key performance indicators (KPIs) for 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

Essential Requirements:

Minimum 6 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:

The pay range for this position at commencement of employment is expected to be between $132,300.00 and $245,700.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

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, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

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 in order to perform the essential functions of a position, please send an e-mail to tas.nacomms@novartis.com 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.

https://www.novartis.com/careers/careers-research/notice-all-applicants-us-job-openings

Salary Range

$132,300.00 - $245,700.00

Skills Desired

Agility, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Data Strategy, Digital Marketing, Marketing Strategy, Media Campaigns, Product Marketing, Stakeholder Engagement, Stakeholder Management, Waterfall Model

Novartis Glassdoor Company Review

3.9

Novartis DE&I Review

No rating

CEO of Novartis

Vas Narasimhan

Approve of CEO

Average salary estimate

$189000 / YEARLY (est.)

min

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$132300K

$245700K

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What You Should Know About Associate Director, Product Adoption (1 of 2), Novartis

Are you passionate about driving product success and customer satisfaction? At Novartis, we're on the lookout for an enthusiastic Associate Director, Product Adoption based in East Hanover, NJ. In this crucial role within our Insights and Decision Science (IDS) team, you will be instrumental in translating customer insights into actionable improvements that enhance our products and operations. Your expertise will bridge the gap between technical solutions and user needs, ensuring that our offerings not only meet but exceed expectations. You'll develop strategies for effective product support, using data analytics to guide decision-making and refine processes. Collaborating with cross-functional teams, you'll tackle user feedback head-on, overseeing the identification and resolution of product issues while leading high-level communications with developers. If you have a knack for leveraging insights to foster growth and excel in stakeholder engagement, this role may be a perfect fit for you. Your experience will help us implement innovative technologies and frameworks to elevate product adoption, making a tangible impact on Novartis' business success. As you drive continuous improvements, you’ll ensure our products remain competitive in today's dynamic market. Join us and become a part of a community fostering innovation and collaborative success!

Frequently Asked Questions (FAQs) for Associate Director, Product Adoption (1 of 2) Role at Novartis

What are the key responsibilities of the Associate Director, Product Adoption at Novartis?

The Associate Director, Product Adoption at Novartis plays a vital role in developing strategies for product support, ensuring alignment with organizational goals while capturing customer insights. This includes managing support requests through an efficient ticketing system, identifying product defects, and facilitating thorough user testing to validate improvements. Additionally, you'll engage in cross-functional collaboration to maintain product competitiveness and streamline support operations.