Senior Manager, Customer Care

About the Department

The Clinical, Medical and Regulatory (CMR) department at Novo Nordisk is one of the most diverse and collaborative groups within the organization. From healthcare provider interactions and developing and implementing regulatory strategies with the FDA to providing medical education and collecting data to support efficacy and new product development, CMR is involved. The one thing that keeps us all marching to the same beat is our patient centered focus. At Novo Nordisk, you will help patients around the world. As their needs evolve, so does our challenge to find better and more innovative ways to improve their quality of life. We’re changing lives for a living. Are you ready to make a difference?

The Position

This position is responsible for executing and optimizing the day-to-day operations of NNI contact centers, including the overall management of vendor operations and all 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 with the ability to flex across all patient support contact centers, including general Customer Care, NovoCare® for Diabetes reimbursement and affordability support and Product Technical Complaint processing. This position will also manage and oversee Product Safety practices, monitoring and audits across all Patient Support Programs, including contact centers, reimbursement support hubs and affordability providers. The position requires a highly motivated individual who can work cross-functionally and independently in order to accomplish objectives.

Relationship

Reports to a Director, Patient Safety Data Acquisition and Support. Interacts with colleagues within Patient Support Programs team, Commercial Operations, Commercial, NNI IT and Telephony, Medical Information, Product 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 Product Safety compliance across all Patient Support Programs (including contact centers, reimbursement support hubs and affordability providers), establishes best practices and represents the team in Safety audits
  • Manages contact center vendor operations by maintaining program business rules, SOPs, exceptions processes, workflows, scripting, training, and reports
  • Support all in-line and future launch products which contain live patient support services. This includes working with hubs/call centers and related reimbursement support programs/services
  • Manages the PRB process for NNI contact center programs
  • Communicates contact center data and analytics needs to support function and communicates program performance among internal stakeholders
  • Manages 100+ external vendor agents and ensures all vendor partners are up to date on all NNI training in collaboration with CMR KTA teams. Manages all aspects of training materials creation 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 CC 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 ensure 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 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

Qualifications

• Education Level:
  • Bachelor’s degree or equivalent experience required
• Experience Level:
  • A minimum of 7 years of market access, marketing, project management, operations and/or other related roles required. Pharmaceutical or health care experience preferred
• Specific or technical job skills:
  • Experience working in Customer Relationship Management Systems, Safety Systems and Telephony systems, Demonstrated analytical, problem-solving, and decision-making skills; Excellent project management skills, with ability to juggle multiple priorities and move projects forward while maintaining high quality. proficiency in Windows, MS Word, PowerPoint and Excel required. Proven vendor management capabilities and the ability to hold internal and external team members accountable; Strong customer service skills required
• Managerial experience (if applicable):
  • Indicate if experience managing others is required, preferred, or a plus.  Should align to supervisory status of position

The base compensation range for this position is $140,000 to $180,000. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance. Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors.

Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.

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

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.

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.