Customer Operations Service SMA/Neuromuscular

Biopharma Asia; Lombardia; On-site; EUR 37,000 - 68,000; Full time

Job summary

Novartis Italy seeks an experienced operational coordinator to oversee end-to-end order management, ensuring timely decision-making and alignment with stakeholders for newborn screening cases. You will monitor shipments, manage regulatory documentation, and support contract workflows while maintaining high accuracy and continuity across teams.

Based in Lombardy, the role emphasizes process control, risk mitigation, and collaboration with EMEA and field operations to sustain organizational

Qualifications

• Experience in operational management and distribution models.
• Ability to oversee complex, time-critical processes with high reputational exposure.
• Willingness to ensure continuity of operational coverage and timely activation.
• Proven coordination with internal and external stakeholders in multinational environments.
• High level of administrative accuracy in orders, invoices, and regulatory docs.
• Knowledge of Italian regulatory environment, AIFA registries and compliance.

Responsibilities

• Oversee end-to-end order management, coordinating timelines and interfaces with service teams.
• Autonomously manage time-critical newborn screening related cases and decisions.
• Monitor shipments, exceptions, and delays for high-value products; mitigate risks.
• Manage product administration, documentary checks, invoicing alignment with registries.
• Support third-party contracts and approval workflows with traceability and compliance.
• Act as operational reference point to foster cross-functional coordination and continuity.
• Contribute to operational model preparation with process logic and controls.

Skills

Operational management

Distribution models

Time-critical processes

Stakeholder coordination

English proficiency

Digital tools

Job description

Priority will be given to candidates whose positions are impacted by the harmonization process.To ensure specialist end-to-end oversight of the dedicated operational model in Italy, with direct responsibility for coordinating order and delivery flows, managing clinical and administrative urgencies, monitoring logistics, and ensuring proper execution of the related regulatory and documentary processes. The role also contributes to ensuring operational continuity, organizational stability, and knowledge transfer. The position is further complemented by the operational coordination of the team in the field.

Key Responsibilities

• Ensure oversight of the end-to-end order management process for the product, coordinating priorities, operational timelines, and interfaces with Customer Service, EMEA logistics, Customer Service Italy, and prescribing/treating centres.
• Guarantee autonomous management of time-critical cases, particularly those related to newborn screening (NBS), ensuring timely decision-making, alignment among the stakeholders involved, and continuity of the order-to-delivery flow.
• Oversee the monitoring of shipments, logistical exceptions, and potential delays relating to a product of high clinical and economic value, promoting proactive risk-mitigation actions.
• Oversee the administrative processes related to the product, including documentary checks, verification of access prerequisites, management of incoming and outgoing invoicing, and alignment with AIFA registries and related requirements.
• Support the preparation and follow-up of third-party contracts, purchase orders, and approval workflows, ensuring execution accuracy, administrative traceability, and procedural compliance.
• Serve as an operational reference point for the team, fostering cross-functional coordination, exception management, and continuity of organizational activities in support of the business.
• Contribute to the preparation of the operational model by providing experience, process logic, and controls.

Essential requirements

• Experience in operational management and distribution models.
• Ability to oversee complex, time-critical processes with high reputational exposure, ensuring high standards of accuracy even in urgent situations.
• Willingness to ensure continuity of operational coverage and timely activation in light of the time-critical nature of the activities and business needs.
• Proven experience in daily coordination with internal and external stakeholders in multilayered and international environments, including EMEA teams and treatment centres.
• High level of administrative accuracy in managing orders, contracts, invoices, purchase orders, and supporting documentation for regulatory processes.
• Knowledge of the Italian regulatory environment, AIFA registries, and compliance requirements applicable to innovative products with high management complexity.
• Operational autonomy, problem-solving ability, and the aptitude to make timely and appropriate decisions in the presence of operational exceptions or logistical issues.
• Strong interpersonal, organizational, and cross-functional collaboration skills, together with a good command of professional English and digital tools for operational management.

Why Novartis?

Our purpose is to reimagine medicine to improve and extend people's lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here:https://www.novartis.com/about/strategy/people-and-cultureAt Novartis we're committed to reimagining medicine together - and rewarding the people who make it happen.

Expected annual Salary Base Range for the role: EUR 36.700,00 - 68.100,00

Benefits and rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards

Commitment to Diversity and Inclusion:Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.People and culture