Manager, Monitoring Operations
Job Description Summary
This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager.
The Manager, Monitoring Operations is responsible for the accuracy, consistency, and integrity of Novartis Patient Support monitoring activities. This role executes established monitoring programs (call quality/compliance and case/eligibility documentation), applies approved monitoring standards and sampling approaches, and supports monitoring-related functionality and enhancements within Genesys and CRM platforms in partnership with cross-functional stakeholders. The role delivers actionable insights through trend analysis and reporting to support quality, compliance, and continuous improvement. Job Description
Major Responsibilities
- Execute established monitoring programs across calls, omni-channel interactions, and case/eligibility documentation within CRM platforms.
• Apply and govern monitoring standards, audit criteria, sampling methodologies, and documentation requirements to ensure consistency and control.
• Ensure monitoring quality through periodic calibrations, quality checks, and validation of audit outputs.
• Oversee compliance monitoring to verify adherence to policies, privacy/data protection requirements, and AE/PTC reporting standards; escalate issues as appropriate.
• Own and maintain monitoring workflows, evaluation tools, job aids, and checklists to enable consistent execution.
*Serve as a monitoring SME for Genesys and CRM platforms; assess product releases for impact and coordinate testing, validation and process/material updates.
• Partner cross-functionally (IDS, DDIT, Product, Legal, Compliance, ATP Customer Support, Program Management, Business Operations) to translate monitoring requirements into system enhancements and coordinate testing, validation and process reporting solutions.
• Analyze monitoring results to identify trends, systemic risks, and data quality issues; drive issue triage/resolution, escalate key findings, and support audit readiness and stakeholder reporting.
Required Experience:
Education: Bachelor’s degree required
- 5+ years of experience in contact center, patient services, and/or healthcare/pharmaceutical
quality and compliance monitoring, including case auditing and program monitoring.
• Experience operating within regulated or risk-based environments, with strong understanding of controls,
evidence, and compliance frameworks.
- Demonstrated ability to build and implement monitoring routines, QA playbooks, and standardized
workflows.
What you’ll bring to the role:
• Strong analytical thinking and judgment; ability to translate data into clear, actionable insights and
develop governance-ready reporting (trends, deep dives, recommendations).
• Proven ability to collaborate cross-functionally to support product and process enhancements and drive
continuous improvement.
• Advanced proficiency in MS Office (Excel, PowerPoint), reporting and dashboard development (e.g.,
Tableau, Power BI), and experience with contact center and quality monitoring platforms (e.g.,
Salesforce, Verint, Genesys, Five9); AI experience a plus.
Preferred Experience:
- Experience supporting pharmaceutical patient support/hub services and reimbursement programs within
healthcare or other regulated environments, including knowledge of AE/PTC reporting requirements and
launch/hypercare support (risk sensing and prioritization).
• Additional qualifications include bilingual English/Spanish proficiency and relevant certifications (e.g., Six
Sigma, PMP).
Novartis Compensation Summary:
The salary for this position is expected to range between $114,100 and 211,900.00 per year. The final salary offered is determined based on factors like, but not limited to, relevant skills and