Associate Director - Customer Contact Center / Hubs

About the Department 

The Finance, Insights & Enterprise Solutions department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance, Insights & Enterprise Solutions works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities. We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, insights and analytics, delivering patient support solutions, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a life-changing career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development. Are you ready to maximize your potential with us?

The Position

This role involves both Product Management/Ownership and Project Execution responsibilities for products and systems within the Digital, Patient Solutions, Marketing Technology, and other relevant functional areas, driving the business IT strategy for those specific areas. Additionally, it entails overseeing a diverse team responsible for the overall performance, design, delivery, and support of Novo Nordisk business applications.  The key focus of this role will be across NNI’s Patient Support programs focused on Patient Solutions Transformation.

Relationships

This position reports to a Director/Senior Director in Business Applications within the Information Technology department and directly manages a team of professionals, supported by external resources as needed. The direct reports include Product Managers, Business Analysts, Project Managers, and Business Applications managers. The role involves daily interactions with the lines of business it supports, prioritizing and defining requirements. The incumbent also frequently interacts with global initiatives in related areas. Additionally, the position collaborates with all levels of management and staff throughout Novo Nordisk IT to implement and support business solutions.

Essential Functions

• Analyzes and Fulfills Business Needs: Engages stakeholders to discuss the effectiveness of solutions and capabilities, and their impact on business strategies and performance, leveraging in-depth knowledge of business functions, processes, and key objectives to develop solutions aligned with business needs. Manages and adheres to mutually agreed service level agreements with lines of business, reporting to stakeholders on system health conditions, project status, and system maintenance schedule
• Builds Relationships and Influences Key Stakeholders: Builds and maintains trusting, collaborative relationships and partnerships with internal and external stakeholders, providing partnership, insight, and direction to cross-functional business leaders and stakeholders regarding IT policies, solutions, and initiatives. Develops and communicates compelling, fact-based rationales that build support for perspectives and initiatives cross-functionally
• Develops and Executes It Strategic Plans: Identifies issues, opportunities, and solutions that may be leveraged across business functions, utilizing extensive knowledge of the business and industry to participate in the development of functional strategies for the area of responsibility
• Leverages Technology Principles, Knowledge, And Practices: Ensures compliance with NN Agile Project Management Methodologies, Privacy and GxP deliverables, providing expertise and direction in all aspects of application development, including architecture, database design, UI design, testing methods, and validation requirements. Oversees day-to-day application support to ensure effective operation, availability, and reliability of applications and/or systems to meet customer needs. Responsible for System Management activities for assigned IT systems and provides expertise and direction to support staff in all system management and support activities
• Manages It Vendors: Fosters strategic relationships by communicating vision and organizational plans to ensure vendors are aligned with organizational objectives. Manages project plans or service level agreements and budgets to ensure that vendors deliver services within scope, schedule, quality, and budget estimates. Reviews and evaluates vendor performance against KPIs and SLAs, identifying areas for improvement for future vendor services
• Understands and Applies Risk Management Practices: Anticipates, identifies, and evaluates IT systems risks and vulnerabilities, applying expert knowledge of compliance with all security, regulatory, and quality policies and procedures, ensuring compliance with change management and validation requirements, and organizing and administering governance body for managing enhancements and releases of existing IT systems.
• Stay current on industry trends, competitive offerings and best practices related to patient support programs and healthcare technology

Physical Requirements

10-20% overnight travel required.

Development Of People

Supervisory. Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

• Bachelor’s degree in computer science, Information Systems, Business Administration, or related field. Solid relevant experience may be substituted when appropriate. Advanced degree preferred. Additional certifications are a plus
• Minimum of 10 + years of progressively responsible experience in Computer Science, IT, programming/systems analysis, or related fields. Three years of supervisory experience or cross-functional team lead experience. Ability to act as a project lead to a cross-functional project team in the development and implementation of processes and programs
• Ability to influence and act as an advisor to management and stakeholders on advanced technical projects. Demonstrated problem-solving skills and the ability to provide technical solutions to a wide range of complex problems
• Expert knowledge of systems analysis and design techniques. Knowledge of all phases of the project and Agile system development methodologies. Knowledge of testing techniques that ensure all business or technical requirements are appropriately met. Prior vendor management experience required
• Strong ability to interact with senior internal and external personnel on technical matters. Understanding of regulatory agency and compliance requirements (FDA) in a pharmaceutical environment, including patient privacy and GxP
• Experience with Agile methodologies and a broad range of applications and technologies in the areas of Digital, Patient Solutions, Telehealth/Pharmacy solutions, and Customer Contact Center
• Demonstrated problem-solving and negotiation skills, along with strong conflict management abilities. Solid, working knowledge of IT policies and procedures
• Demonstrated ability to develop and execute multiyear business and IT strategies. Strong knowledge of the Life Sciences/Pharmaceutical Industry
• Strong understanding of healthcare operations, patient care processes, and case management principles.

• Experience with patient support hubs, customer facing self-service tools, pharmacies and/or healthcare institutions preferred

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.