Director, PSC Program Monitoring & Quality Assurance

Novartis; East Hanover (NJ); Hybrid; USD 139,000 - 257,000; Full time

Job summary

Novartis in East Hanover, NJ is seeking an Associate Director, PSC Program Monitoring to lead QA, governance, and program monitoring across PSC operations. You will drive scalable monitoring, escalation, and CAPA processes, partnering with across-business stakeholders to ensure risk-based coverage and compliance.

The role requires 4+ years in pharma or pharma vendor environments, 2+ years of people leadership, and experience with large contact center operations.

Qualifications

• Bachelor’s degree required.
• MBA preferred.
• 4+ years of pharmaceutical and/or pharmaceutical vendor experience.
• 2+ years of people leadership experience in a complex environment.
• Experience leading 200+ agent contact center operations.
• Experience designing and scaling quality monitoring/auditing programs.
• Strong understanding of patient access and reimbursement services.
• Excellent interpersonal, communication, and analytical skills.

Responsibilities

• Own the people, process, and technology roadmap for Program Monitoring; ensure scale and efficiency.
• Set risk-based monitoring, auditing, and escalation governance; establish evidence standards and timelines.
• Define tech-enabled monitoring and auditing strategy with AI/automation; translate to Genesys/CRM functionality.
• Own PSC CAPA governance and audit readiness; track actions to closure with stakeholders.
• Lead Program Monitoring across locations (East Hanover, Tempe, Mexico City, Hyderabad).
• Oversee escalation governance outcomes; define thresholds and narratives for governance forums.
• Maintain team performance, engagement, and adherence to policies.
• Understand NPC policies and act with integrity.

Skills

Leadership

Quality assurance

Governance

Analytical skills

Program monitoring

Stakeholder management

AI/Automation

Contact center leadership

Education

Bachelor's degree

MBA

Tools

Genesys/CRM

Job description

Novartis in East Hanover, NJ is seeking an Associate Director, PSC Program Monitoring to lead QA, governance, and program monitoring across PSC operations. You will drive scalable monitoring, escalation, and CAPA processes, partnering with across-business stakeholders to ensure risk-based coverage and compliance.

The role requires 4+ years in pharma or pharma vendor environments, 2+ years of people leadership, and experience with large contact center operations.