Manager, Monitoring Operations

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $114.1k - $211.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Novartis

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1996

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Novartis is an innovative medicines company dedicated to reimagining medicine to improve and extend people’s lives. With a presence in over 250 million patients worldwide, Novartis focuses on harnessing scientific breakthroughs to develop transformative, high-value treatments in areas such as cardiovascular, renal and metabolic diseases, immunology, neuroscience, and oncology. The company is committed to diversity, equity, and inclusion, and aims to create a positive impact through societal contributions and environmental sustainability efforts. Furthermore, Novartis engages in research collaborations and embraces modern technology platforms to advance their research and development capabilities, making them a leader in the global healthcare industry.

📋 Description

• 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