Senior Manager - Patient Support Digital Strategy

About the Department                                                                                                                                               

Our Marketing & Patient Solutions group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.
 
We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

The Position

Supports the strategy development and execution of web-based NovoCare® patient support services across the Novo Nordisk portfolio. This role focuses on integrating, automating, and optimizing self-service support for Novo Nordisk customers while aligning with live agent support programs. The Digital Operations role is responsible for ensuring necessary framework, processes, and business rules are in place to execute and manage operations across the patient support ecosystem. In addition to managing the current suite of services, this person will drive new initiatives related to ensuring NovoCare® provides best-in-class support while keeping a close eye on the budget and continuously evaluating approach for efficiencies across the Novo Nordisk portfolio.

Relationships

Reports to the Director, NovoCare Platform and Services. Key internal relationships include IT, all Field Teams, Brand Marketing, CX and Marketing Enablement, Market Access, Legal, Compliance, Insights/Analytics, Communications, Finance, and Market Research. External relationships include consultants, patient support service providers, and agency/technology partners.

Essential Functions

• Support and implement the strategy for NovoCare® digital solutions and ensure proper pull through across the Novo Nordisk portfolio and related channels. This includes supporting Novo Nordisk’s patient support objectives for inline, launch and emerging brands as well as alternative product access channels
• Manage the operations of digital NovoCare® patient access and support programs while integrating connectivity, automation, and optimizations across both live and self-service support
• Maintain robust compliance, quality and privacy standards in handling customer information and programs
• Proactively assess and recommend operational best practices and work to ensure standardization and efficiencies across brands, and/or disease areas
• Drive new initiatives related to NovoCare® digital services
• Oversee NovoCare.com user experience and ensure content is accurate, relevant and aligned with organizational goals
• Collaborate with Brand Marketing, Communications and Market Access teams to create a seamless patient journey
• Evaluate suppliers and services that may align with the future capability roadmap
• Stay current on industry trends, competitive offerings and best practices related to patient support programs and healthcare technology
• Analyze data to measure the effectiveness of patient support programs and make adjustments, as needed
• Establish an operational approach along with documented procedures and processes to ensure appropriate operational execution across both online and live operations in a compliant and optimized manner
• Develops and presents compelling plans and recommendations for management endorsement
• Function as subject matter expert on digital patient access support services while collaborating cross-functionally to ensure seamless execution of patient support programs
• Communicate website updates and changes to key stakeholders
• Stewards NovoCare.com work through the Promotional Review Process in collaboration with agency partners and Promotional Review stakeholders
• Manage budgets at a project level

Physical Requirements

10-20% overnight travel required.

Qualifications

• Bachelor’s degree or equivalent required
• Minimum of 8 years of progressive brand management/marketing and/or sales/operations/market access experience required
• Experience with patient support programs, customer facing self-service tools, website management, pharmacies and/or healthcare institutions preferred
• Agency/Vendor management experience required
• Demonstrated leadership, influencing skills and ability to work in a cross-functional team environment
• Anticipates problems and roadblocks to avoid crisis management
• Must have solid understanding of the pharmaceutical marketplace including legal, medical, regulatory, and clinical processes
• Ensures timely execution and follow-up, meets deadlines
• Strong professional communicator (verbal and written), interpersonal and professional interactive skills
• Intermediate proficiency in Windows, MS Word, PowerPoint and Excel required

The base compensation range for this position is $ 116,810 to $ 216,100. 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 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.