Director OF Customer Service

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally. Join us, the future is ours to shape! Position Location: This position will be located at the Princeton, NJ US Headquarters site. Our Sandoz flexible hybrid working approach allows US office-based employees to work up to 50% of their monthly workday remotely. This role will not have the ability to be located remotely. Preference will be given to local candidates not requiring relocation. U.S. Work visa sponsorship not available for this role. Must have U.S. work authorization. Major Accountabilities Lead patient services strategy and execution across the portfolio, including program design, operational planning, launch readiness, governance, vendor management, service quality, issue resolution, and lifecycle optimization. Drive initiatives to use technology and analytics to enhance efficiency and effectiveness in service operation, program design and KPI reporting, matrix communication, etc Provide direct leadership and accountability for the FRM team, including field reimbursement strategy, customer engagement priorities, territory execution, coaching, performance management, and alignment with patient services, hub, payer, brand, sales, and account management partners. Translate FRM field insights, provider feedback, hub reporting, payer dynamics, and patient journey data into actionable recommendations that improve access, reimbursement, program effectiveness, and cross-functional decision making. Use data and analytics to monitor program performance, identify access and adherence barriers, evaluate cost and service trends, and recommend enhancements that improve patient and provider experience. Serve as a senior partner to Commercial, Sales, Account Management, and Market Access leaders by translating brand strategy, payer dynamics, field insights, and patient journey barriers into practical patient support and reimbursement solutions. Manage hub, copay, patient assistance, adherence, education, digital engagement, reporting, and other patient support capabilities as applicable to assigned programs. Ensure programs operate in alignment with applicable legal, regulatory, privacy, quality, pharmacovigilance, compliance, and internal policy requirements. Partner with vendors and internal stakeholders to define requirements, manage budgets, track deliverables, monitor service level agreements, resolve operational and field execution issues, and support audit readiness. Key Performance Indicators Time to therapy initiation and program enrollment completion Patient adherence, persistence, and length of therapy trends Program utilization, drop‑off rates, and patient/provider satisfaction FRM customer reach, field activity quality, account plan execution, and field collaboration effectiveness Provider office reimbursement issue resolution, payer coverage education, and access workflow support effectiveness Budget performance, vendor service levels, and cost targets Compliance, quality, audit, and monitoring outcomes Key Capabilities Required Advanced working knowledge of patient support program operations, service model design, and day-to-day program management for assigned products or programs Strong understanding of US market access, payer, reimbursement, specialty pharmacy, hub services, and patient access dynamics Strong understanding of field reimbursement execution, provider office access workflows, payer coverage requirements, prior authorization, appeals, billing, and coding considerations Strong data and analytical skills to drive continuous improvement initiatives Strategic mindset to balance patient needs, compliance requirements, program cost, and business priorities within assigned areas of responsibility Strong cross‑functional collaboration and stakeholder management skills in a matrixed environment People leadership capability to coach, develop, and manage team performance while reinforcing compliant, collaborative, and customer‑focused field execution Experience supporting compliance, privacy, safety, quality, monitoring, and documentation requirements for patient support programs Ability to support new product launches and optimize existing patient services programs through practical operational planning and continuous improvement What You’ll Bring To The Role Required Qualifications: Education & Experience Education: Bachelor’s degree required; advanced degree, PharmD, MPH, MBA, or related graduate degree preferred. Experience: 10+ years of pharmaceutical, biotech, specialty care, market access, patient services, field reimbursement, hub operations, or related healthcare experience. 5+ years of patient support program, patient access, field reimbursement, specialty pharmacy, vendor management, people leadership, or related operational leadership experience preferred. You’ll Receive Sandoz offers a generous employee benefits package that includes a competitive salary, health insurance coverage for medical, prescription drugs, dental and vision, a generous company match for retirement savings accounts, and generous paid time off. We also follow a hybrid work policy that combines a mix of in-person and remote work to allow our employees flexibility. The pay range for this position at commencement of employment is expected to be between $198,900 - $369,300 USD/year; however, while salary ranges are effective from 1/1/26 through 12/31/26, 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. On September 30, 2021, Sandoz entered into a 5-year Corporate Integrity Agreement. Certain positions will have responsibilities to support the execution and adherence to CIA obligations, CIA-related deliverables, and any relevant audit, monitoring or Independent Review Organization (IRO) remediation. Why Sandoz? Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more! With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably. Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported! Join us! #Sandoz #J-18808-Ljbffr