Manager, Operational Controls

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $114.1k - $211.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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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

• Manage day-to-day execution of operational control monitoring across assigned teams and programs • Ensure monitoring adheres to approved frameworks, scoring logic, definitions, standard work, and calibration routines • Apply control definitions consistently while accounting for program context • Manage monitoring volume, cadence, and depth based on operational risk, channel, and lifecycle stage • Adjust staffing and focus during hypercare and launch periods • Directly manage and develop Operational Controls Analysts through expectations, prioritization, performance standards, onboarding, skill development, and coaching • Support team resilience through cross-training across programs and monitoring functions • Enforce boundaries between monitoring, remediation, coaching, and training • Reinforce documented decision rights and escalation paths • Conduct first-level quality checks • Prepare and submit escalation inputs for governance forums and partner teams • Partner with the Associate Director on monitoring readiness for new programs, channels, and operational changes

🎯 Requirements

• Bachelor’s Degree required • 3+ years of experience leading operational, quality, audit, or monitoring teams in a complex environment • Experience in patient services or similar environments, including specialty pharmacy distribution and capabilities, patient care coordination, operational workflows, and managed care knowledge • Demonstrated people leadership, coaching, and performance management capability • Experience operating within regulated and/or risk-based frameworks • Strong attention to control definitions and evidence • Strong judgment and analytical thinking • Ability to communicate clear, actionable insights to stakeholders • Demonstrated critical thinking, leveraging technology and data to perform call quality monitoring efficiently and meet KPIs • Ability to enforce scope, standard work, and governance discipline in ambiguous settings • Highly proficient in MS Office tools, quality monitoring and contact center results analysis, and reporting • Experience leveraging technology and data to support monitoring outcomes • Experience with Salesforce, Verint, Genesys, Five9, and other quality monitoring systems • Bilingual Spanish/English proficiency with strong reading, writing, and spoken skills • Experience supporting omni-channel or technology-enabled operations, launch/hypercare periods, and regulated environments preferred • Experience building calibration routines, QA playbooks, and monitoring standard work preferred • Six Sigma certification preferred

🏖️ Benefits

• Performance-based cash incentive • Eligibility to be considered for annual equity awards, depending on role level • Health benefits • Life benefits • Disability benefits • 401(k) with company contribution and match • Vacation • Personal days • Holidays and other leaves • Reasonable accommodation for disabilities