Associate Manager - Customer Care

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 position is responsible for executing and optimizing the day-to-day operations of NNI Customer Care, including the overall management of vendor operations and projects related to the program. This position specializes in contact center patient support inclusive of digital, phone, and emerging media capabilities. Key requirements include sound planning, project management organization, judgement, adaptability, accountability, technical knowledge and customer facing marketing expertise. The position requires a highly motivated individual who can work cross-functionally and independently in order to accomplish objectives.

Relationships

Reports to Associate Director, Customer Care. Interacts with colleagues within Patient Support Solutions team, Commercial Operations, Commercial, NNI IT and Telephony, Medical Information, Patient Safety, Regulatory, Quality, Legal, Privacy and Finance.

External relationships include Customer Care program vendor, other patient support program vendors, marketing agencies and professional services vendors.

Essential Functions

• Department organization/coordination:
  • Expert in identifying and reporting adverse events, product technical complaints and other safety information related to Novo Nordisk products and in compliance with Novo Nordisk and FDA requirements
  • Responsible for the overall management of vendor operations for NNI Customer Care. Collaborate with vendor to develop and maintain call flows, decision trees and call guides for customer responses
  • Manages the Customer Care PRB process
  • Communicates Customer Care data and analytics needs to support function and communicates program performance among internal stakeholders
  • Facilitates and/or participates in regularly scheduled status meetings and quality calibrations. Makes recommendations for program modifications to Customer Care management and brand leads as required
  • Ensures all vendor partners are up to date on all NNI training requirements to include SOPs, LMS, and applicable instructor led trainings. Manages all aspects of training materials and documentation to ensure vendor compliance
  • Oversee the process of responding to customer inquiries sent via postal mail and email through the Contact Us link on all NNI websites and the Outlook box
  • Project management- Coordinates department-wide projects and provides up to date information ensuring key milestones are met by others and project plans are sustainable
  • Drive development of company-wide processes and guidelines to support customer focused objectives
  • Proactively identify opportunities to streamline processes and enhance the quality of the analytics performed by the team
• Customer and line of business support:
  • Develop solutions to effectively address issues/obstacles and ensures implementation and communication of best practices
  • Enhance the PSP customer experience via benchmarking, customer feedback, auditing and active call monitoring
  • Ensure strong collaboration with relevant cross-functional stakeholders

• Program compliance:
  • Develops recommendations and implements program changes to ensure ongoing compliance, industry competitiveness and operational excellence
  • Oversight of performance management: Facilitates and/or participates in regularly scheduled call quality calibrations, providing feedback and guidance
  • Document policies, procedures, risks-controls and exception processes
  • Collaborate on performance dashboards and interpret data for purposes of assessing trends, identifying opportunities and performance against defined KPIs
  • Manage external partner performance against contractual arrangements, SOPs, KPIs, and budget

Physical Requirements

0-10% 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 or equivalent experience required
• A minimum of 5 years of customer service, marketing, project management, operations and/or other related roles required. Pharmaceutical or health care experience preferred
• Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality
• Excellent oral and written communication skills
• Information Technology experience required with Intermediate proficiency in Microsoft Word, Excel and Power Point required
• Previous supervisory experience preferred
• Requires sound planning, organization, judgment, adaptability, and accountability to accomplish customer care and marketing department objectives
• Ability to interact with all levels within and outside of the organization
• High attention to detail while also able to focus on the overall problem/solution
• Proactively identifies opportunities to streamline processes
• Proven vendor management capabilities and the ability to hold internal and external team members accountable
• Ensures timely execution and follow-up and ability to meet deadlines
• Strong customer service skills required
• Strong attention to detail
• Ability to function in a fast-paced environment
• Ability to work with sensitive and/or confidential information

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.