Director, Forecast and Planning

Job Description Summary Novartis is a global company that combines medical science and digital technology to provide life-changing medicines to millions of people. We offer numerous opportunities for growth and development, including global and local cross-functional careers and a wide range of learning programs. Our strong pipeline of medicines ensures continued business growth and enables us to bring innovative treatments to patients quickly.
Novartis Patient Support (NPS) plays a crucial role in helping eligible patients access and continue their prescribed medications. We work directly with patients, caregivers, and prescribing customers to pro-vide education and support on access, affordability, acquisition, and adherence programs. Our team has supported millions of patients in the US, assisting over 500,000 patients annually.
The Novartis Patient Support Center (PSC) is the central operational function within our organization. We handle all patient, caregiver, and customer transactions related to supporting patient access, including intake, case management, benefits verification, prior authorization and appeals support, specialty pharmacy triage, and adherence support. We are committed to delivering exceptional customer service, which is measured through service level agreements (SLAs), key performance indicators (KPIs), and net promoter scores. This role can be based out of East Hanover, NJ or Tempe, AZ.
Job Description The Director
, Forecasting & Planning
is a key leadership role
, reporting to the Executive Director, Business Operations, and
is
responsible for
overseeing the workforce strategy
,
planning
,
and financial modeling
for
Novartis
PSC
. This individual will help define the
PSC
strategic roadmap via demand
-
capacity
planning, competitive benchmarking, and
cost-effectiveness analyses
with various departments
/ cross-functional partners
.
This individual must possess strong communication skills to
create and
present results of complex analyses in a clear and actionable manner.
This individual will provide leadership and guidance to
the Director of Central Operations, who is
responsible for
implementation of business decision impacting
day-to-day operation support. Your responsibilities will include, but are not limited to: Develop and implement workforce strategy, planning, and analytics for the Novartis Patient Support Center (PSC), ensuring effective resource
utilization
and financial modeling.
Lead workforce planning and analytics, including short-term and long-term
capacity
planning across all PSC service lines and activities, based on data, business trends, and
anticipated
operational intake.
Provide strategic direction for resource management, accurately forecasting demand and
optimizing
staff and operational performance across inbound and outbound calls, web, and deferred workload support.
Collaborate with business partners to create a unified approach to workforce management and drive execution aligned with the vision.
Utilize advanced workforce planning techniques and tools, such as scenario modeling, trend analysis, predictive modeling,
advanced analytics, and cost-effectiveness models
to offer insights and recommendations for short-term and long-term labor strategies.
Ensure accountability and track key performance indicators related to workforce planning and operations,
maintaining
clear visibility into labor metrics.
Present complex real-time strategies to senior leadership in a clear and concise manner, promoting understanding, building trust, and gaining support.
Oversee Site Operations and Logistics team, who
is responsible for
optimizing
the agent footprint across US and ex-US locations.
What
you’ll
bring to the role: Education:
Bachelor’s Degree
required
; advanced degree preferred (e.g., MHA, MBA) Internal Engagements:
This position will collaborate with many individuals across NPS and PSC Leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners Travel requirements:
Role is office-based in either the Phoenix/Tempe metro area or in East Hanover, NJ with occasional travel between offices (
anticipating
20%) Hybrid Working Requirements:
This role can be based out of East Hanover, NJ or Tempe, AZ.
Ability to work on-site (East Hanover, NJ or Tempe, AZ) 3 days per week Required Experience: 7
+ years related experience in demand and
capacity
planning in deferred workload settings (e.g., manufacturing, reimbursement support hubs), financial planning, or quantitative analysis
.
Possess understanding of patient support hubs or other operational activities requiring queue work.
A
bility to connect and coordinate activities across workforce planning, have strong influencing capability and be extremely proactive in driving results
.
High
-
level of comfort navigating/managing large data sets and drawing out key insights
.
Strong written and oral presentation skills, including comfort delivering presentations to the Executive/Senior Leadership Team.
Demonstrated
expertise
with data analytics, forecasting and business acumen.
Adapt, thrive, and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
Preferred Experience: 3+ years of progressive leadership in
patient services,
case management
,
and
/or
operations
Experience working in a team environment which successfully partners with all Commercial Operations functions
Leadership Competencies Leadership, problem solving and decision making
Analytical thinking, communication /teamwork, planning and organizing
Coaching and
identifying
process improvement
opportunities
Agility and Curiosity
The pay range for this position at commencement of employment is expected to be between $201,600.00 and $302,400.00 per year; however, while salary ranges are effective from 1/1/24 through 12/31/24, 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.
EEO Statement: The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential. Accessibility and 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 in order to perform the essential functions of a position, please send an e-mail to
call +1 (877)and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
Salary Range $201,600.00 - $302,400.00
Skills Desired Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Strategy, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, Media Campaigns, People Management, Product Marketing, Product Roadmap, Return on Investment (ROI), Stakeholder Engagement, Stakeholder Management, Strategic Marketing