Customer Ops and PS Manager

Summary Location: East Hanover, New Jersey Shift: 12:00 p.m. to 8:00 p.m. This position is located at the East Hanover, NJ site and is not eligible for remote work. Travel is required as defined by the business. We put patients first and recognize that every moment matters. As a Cell & Gene Therapy Customer Operations & Patient Services Manager, you play a critical role in delivering best‑in‑class operational and logistical support to our treatment centers, patients, and caregivers. The position is vital in ensuring the safe and timely delivery of modified patient cells to our Centers and in providing any needed patient support services to eligible patients. About The Role Major accountabilities: Supports end‑to‑end, commercial and clinical order management and patient support services administration for all treatment centers within an assigned US geography. Serves as a trusted, knowledgeable, single point of contact for all inquiries regarding order logistics and patient support services, beginning with initial order submission through final product delivery. Works cross‑functionally with cell therapy operations, supply chain, manufacturing, quality assurance, legal, regulatory, commercial, and medical teams to ensure that the Customer Service Center meets the needs of internal and external customers. Thinks independently and drives resolution for customers by collaborating with cross‑functional teams and communicating with leadership as necessary. Provides customer service support in handling inbound customer inquiries. Conducts outbound follow‑up communication to ensure timely and accurate service support to customers. Implements value‑added customer services to HCPs, patients and caregivers to improve their experience. Works proactively on customer satisfaction and collects feedback, insights, and identifies opportunities for improvement. Contributes to improving and developing innovative solutions to deliver enhanced customer experience and more efficient management. Recognizes and processes potential adverse events in accordance with Novartis training and processes. Coordinates coverage for accounts as needed when unavailable, and provides coverage and support for other case managers. Facilitates training to hospital account teams, virtually or in‑person, educating participants on patient support services and ordering procedures. Manages all patient services requests for assigned accounts to ensure timely and accurate response/handling. Builds relationships with treatment center staff, including prescribers, nurse coordinators, social workers, finance team, and other healthcare professionals to better understand patient journey and account‑specific needs. Communicates patient support services outcomes directly with patients and caregivers. Minimum Requirements Education: High school diploma required; bachelor’s degree preferred. Minimum of three years in customer support (service) or patient‑facing experience is preferred. Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs. Strong track record of successful team collaboration and delivery of results. Supply chain / logistics experience is a plus. Hours of Operations And Holiday Coverage Hours of operation are 8 a.m. to 8 p.m. ET. The selected candidate must cover the 12 p.m. to 8 p.m. shift. This position requires holiday coverage for customers/patients. Novartis Compensation Summary The salary for this position is expected to range between $108,500.00 and $201,500.00 per year. The final salary offered will be determined based on relevant skills and experience and reviewed periodically. The salary may be adjusted in line with company and market factors. Compensation will include a performance‑based cash incentive, and, depending on the level of the role, eligibility for annual equity awards. US‑based eligible employees receive a comprehensive benefits package that includes health, life, and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. There is also a generous time‑off package that includes vacation, personal days, holidays, and other leaves. Benefits and Rewards Learn about all the ways we’ll help you thrive personally and professionally. 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, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. Accessibility & 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 to perform the essential functions of a position, please send an e‑mail to [email protected] or call View phone number on click.appcast.io. Please include the job requisition number in your message. #J-18808-Ljbffr Novartis