Senior Manager, Customer Care

• 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

• 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