Job Description

~~~Please note: This is a temporary contractor opportunity at Novartis ~~~
Novartis touches the lives of a tenth of the world’s population. Every role here, regardless of contract type, makes an impact on human life!

Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company. Click here to learn more about Magnit

Ready to work with/through Magnit at Novartis? Please read on...
CGT Customer Service Operations Manager
Execute an industry-leading service center for the healthcare teams at our qualified CAR-T treatment centers by providing prompt and courteous customer support (and patient services to patients and their caregivers) to treat patients with Novartis Cell Therapy products in both, the commercial and clinical trial setting.
In coordination with regional supply chain and selected external partners, the CGT Customer Service Operations Manager ensures a seamless end to end process from order request to product delivery. This is a critical role as it can have a direct impact to customers, patient outcomes and Novartis reputation.

The position is responsible for enhancing the Novartis CGT customer experience by executing a customer centric
approach to operations management to our treatment centers. The CGT Customer Service Operations Manager acts as a bridge between manufacturing, supply functions, commercial, clinical, and medical teams, facilitating the timely and safe delivery of modified patient cells for successful patient outcomes.

Serve as the primary point of contact for product requests in coordination with internal stakeholders for timely responses.
Manage the end-to-end process of product requests by ensuring timely delivery and resolving potential issues.
Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.
Provide patient services such as travel assistance to patients and their caregivers, as applicable.
Support and contribute to process improvement projects (streamlining processes, improving accuracy, and enhancing efficiency).
Conduct Cell Therapy platform training sessions for hospital centers, making sure that they have the necessary knowledge and skills to effectively utilize the platform.
Manage external user access in the Cell Therapy platform, ensuring data security and compliance.
Enhance team skills and operational excellence by promoting a culture of continuous learning and improvement.
Ensure subject matter expertise to maintain a high level of knowledge and expertise in their subject area, providing informed guidance and support to stakeholders.
Collaborate with cross-functional teams, stakeholders, and management to leverage their expertise and contribute to decision-making processes.
Resolve customer queries by focusing on efficient and effective communication to enhance the overall customer experience.
Support in development and implementation of innovative solutions to enhance the overall customer experience, identifying areas for improvement, and seeking ways to exceed customer expectations.

Key Performance Indicators
Efficiently and compliantly execute the relevant order management and customer service programs.
Build trust and confidence with internal and external stakeholders.
Support key customer initiatives to address gaps in CGT patient management, including patient and provider referral, patient support programs.
Utilize Novartis platforms, programs, tools, and communication materials to effectively address the needs of HCPs, patients and caregivers.
Identify key drivers of a successful Service Center and actively participate in its development. Continuously improve the time needed to resolve customer queries and meet their needs.
Program and services evaluated through internal and external customer satisfaction
Ensure compliance with all laws, regulations and policies that govern the conduct of customer service programs
or activities
Ability to adjust work shifts to ensure 8 AM to 6 PM EST has support coverage .
This position may require holiday coverage for customers/patients as well as occasional weekends as required

Education:
Bachelor’s degree minimum – operational or business degree preferred

Languages:
English & French fluency required

Experience:
Minimum of 3 years in customer support (service) or patient facing experience is preferred
Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs is a plus
Strong track record of successful team collaboration and delivery of results
Supply Chain / Logistics experience is a major plus

Skills:
Excellent communication skills (verbal, written) with natural ability to establish relationships and address
customer issues. Ability to clearly articulate and easily convey a customer service sentiment
High level of emotional intelligence to manage complex and difficult stakeholder situations
Able to operate in ambiguity and easily adapt to change.
Proactive problem-solving skills and new solutions mindset
Collaborative mindset to manage local and regional cross-functional interactions, both internal and external.
Able to think strategically to anticipate and plan for critical needs to support centers , taking strategic decisions while staying focused and articulated
Proficient at uncovering customer based insights/needs and leveraging this knowledge to drive satisfaction and continued process improvements
Ability to work well across a matrix organization with strong collaboration skills to internal and external stakeholders

Operational efficiency
Data and technology skills
Technical aptitude, ability to quickly learn and adapt to new systems and technologies.
Proficiency in the Microsoft Office Suite: Excel, Outlook, PowerPoint needed
Experience with Salesforce and SAP or similar CRM, ERP systems needed
Proficiency in the Microsoft Power Suite: PowerQuery, PowerBI, PowerApps, and PowerAutomate is a plus
Experience in data management and visualization for operational reporting is a plus

Location: Montreal, Quebec CAN
Pay Rate: $36 - $42/hr based on experience and qualifications
Contract: 12 months

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe we can reinvent what's possible when we collaborate with courage to ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine the impact you could make here at Novartis!


Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment with diverse teams representative of the patients and communities we serve.
To do our best work we need different viewpoints, which is why here at Magnit, we celebrate diversity and embrace inclusion. As an equal opportunity employer, Magnit is dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all.


Accommodation:
If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at directsourceproteam@prounlimited.com.

Commitment to Diversity and Inclusion / EEO

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