Director, US Care Center

Novocure Inc; Portsmouth (NH); Remote; USD 182,000 - 220,000; Full time

Job summary

Novocure is seeking a Director, US Care Center, to lead the patient support program for US patients. This full-time, exempt role is remote but tied to the Portsmouth, NH office, reporting to the Vice President, US Business Operations.

You will build and lead a team delivering 24/7 compassionate support, establish standards, and drive improvements in patient experience, workflows, and efficiency across shifts and locations.

Qualifications

• Bachelor's degree required; MBA preferred.
• 10+ years of progressive leadership responsibility, experience leading call center and/or field-based teams preferred.
• Experience in patient support, service, operations, or technical support environment preferred.
• Demonstrated success leading change management and operational transformations.
• Familiarity with 24/7 coverage and medical device or regulated healthcare environments preferred.

Responsibilities

• Establish a culture of empathy, trust, accountability, and continuous learning; coach and develop Care Center managers.
• Lead and develop remote and on-site Care Center teams across shifts and locations.
• Own the delivery of 24/7 patient support and ensure high-quality service.
• Develop and monitor performance dashboards; forecast demand and optimize staffing.
• Partner with Patient Experience, Revenue Operations, and Marketing to design an integrated patient journey.
• Manage resource planning, training, and business continuity.

Skills

Leadership

People management

Operations management

Change management

Cross-functional collaboration

Analytical skills

Education

Bachelor's degree

MBA

Tools

CRM software

Workforce management systems

Quality monitoring systems

Job description

At Novocure, every role contributes to extending the lives of people living with cancer. As our new Director, US Care Center, you'll play a key part in this mission.

This person will be a key leader in Novocure's patient support model, responsible for building and leading a team that delivers exceptional support to Novocure's US patients, 24/7. This leader fosters a healthy, patient-centered culture, develops effective managers, and leads with empathy, keeping patients' needs and experiences at the center of every decision.

The Director has overall responsibility for the quality, consistency, and effectiveness of Care Center support and for maximizing operational efficiency. This leader uses patient feedback and operational data to guide decisions, evaluate performance, and implement measurable improvements to the patient experience, workflows, and resource utilization. The Care Center sets expectations before treatment begins, supports patients throughout therapy, and has primary responsibility for the ongoing support of long‑term patients.

In partnership with Patient Experience, Revenue Operations, and Marketing leaders, the Director creates a seamless patient journey with clear ownership, coordinated communication, and reliable handoffs across teams.

This is a full‑time, exempt, remote position tied to the Portsmouth, NH office and reports to the Vice President, US Business Operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Team Leadership and Culture

• Establish a culture of empathy, trust, accountability, and continuous learning in which employees can raise concerns, share ideas, and seek support.
• Lead and develop Care Center managers; establish clear expectations, provide regular coaching, and hold leaders accountable for patient support, team performance, and employee development.
• Create a cohesive team across remote and Portsmouth employees and all shifts through consistent communication, equitable access to training, and shared standards.
• Oversee hiring, onboarding, training, performance management, succession planning, and employee engagement; address workload and staffing concerns proactively.

Patient Support and Service Quality

• Own the delivery of responsive, compassionate, and consistent patient support 24 hours a day, seven days a week, including treatment‑start expectations, ongoing assistance, and long‑term patient management.
• Establish standards for proactive outreach, follow‑up, documentation, issue resolution, and escalation, with clear accountability for each patient's support needs.
• Maintain a quality assurance and coaching program that evaluates the accuracy, completeness, and empathy of patient interactions; use patient feedback and complaints to identify improvements.
• Ensure staff work within their training and role, protect patient information, and follow company procedures for medical questions, safety concerns, technical issues, and complaints.

Operational Performance and Improvement

• Conduct a regular comprehensive assessment of Care Center workflows, demand, staffing, systems, and management practices; identify root causes of service gaps, delays, rework, and unnecessary patient effort.
• Analyze inbound and outbound activity, patient caseloads, contact complexity, and workload by time of day and day of week. Use findings to forecast demand and plan staffing, schedules, and capacity for continuous coverage.
• Establish a balanced performance dashboard covering access and responsiveness, resolution and follow‑up, patient experience, interaction quality, long‑term patient support, employee engagement, and operational efficiency.
• Interpret performance trends and variation, validate data quality, and translate findings into clear recommendations, priorities, and resource decisions. Evaluate productivity and call handling time alongside support quality and patient needs.
• Develop business cases and an improvement roadmap with expected benefits, costs, risks, owners, and timelines. Pilot changes, measure results, and adjust before broader implementation.
• Manage the Care Center resource planning; recommend process, technology, automation, and operational improvements with measurable benefits and safeguards for patient support quality.
• Maintain procedures, training, and business continuity plans that support reliable operations during absences, demand increases, system outages, and other disruptions.

Integrated Patient Journey and Collaboration

• Partner with other Patient Experience leaders, Revenue Operations, and Marketing to design and maintain an integrated patient journey from preparation for treatment through long‑term therapy support.
• Define shared responsibilities, handoff criteria, escalation paths, communication standards, and service expectations so patients receive consistent guidance and timely assistance.
• Ensure transfers to long‑term Care Center support include complete information, clear patient expectations, and confirmed ownership; resolve gaps, conflicting messages, and duplicate outreach.
• Review shared performance and patient feedback with partner teams; jointly address barriers related to field support, access, reimbursement, and other operational needs.
• Partner with Business Operations, IT, Quality, Safety, Compliance, and other stakeholders on systems, documentation, training, and readiness for new products and programs.

QUALIFICATIONS / KNOWLEDGE

• Bachelor's degree required; MBA preferred.
• 10+ years relevant experience with progressive leadership responsibility; experience leading call center and/or field-based teams strongly preferred.
• Experience in patient support, service, operations, or technical support environment preferred.
• Demonstrated success leading change management and operational transformations.
• Demonstrated success leading distributed teams and complex service operations; experience with 24/7 coverage and medical device or other regulated healthcare environments preferred.
• Medical device and/or oncology experience preferred.
• Familiarity with FDA QSRs and DME regulations preferred but not required.
• Strong interpersonal, communication, organizational, and stakeholder management skills.
• Self‑motivated and able to operate effectively with limited supervision in a fast‑changing environment.
• Strong project management skills; able to prioritize and lead multiple initiatives concurrently.
• Strong analytical skills, including workforce and capacity planning, performance measurement, root cause analysis, and business case development; ability to turn data into practical decisions.
• Advanced proficiency in Microsoft Office, including Word, Excel, and PowerPoint, with the ability to create professional documents, perform complex data analysis, and develop clear, compelling presentations for executive audiences.
• Track record of improving efficiency while sustaining or improving service quality, developing managers, leading change, and building effective cross‑functional partnerships.
• Excellent communication, judgment, and patient‑centered problem‑solving skills; familiarity with CRM, contact center, workforce management, and quality monitoring systems.

WHAT WE OFFER

This pay range which Novocure expects to pay for this role at the time of this posting is 182,000-220,000 USD This position may also be eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job‑related knowledge and skills demonstrated.

NOVOFLEX

We offer a flexible, trust‑based hybrid working model for most of our office‑based roles. Employees are asked to be in the office an average of three days per week, with the flexibility to choose which days' work best for them. We understand that life is not always predictable, so if you need to adjust your schedule, such as leaving early or starting late occasionally, we trust you to balance your time in a way that works for both you and Novocure.

ABOUT NOVOCURE

Novocure is a company with a powerful mission, to extend the lives of people living with some of the most aggressive forms of cancer. Here your work will have a direct impact on patients and those who care about them. Join a team of passionate, collaborative people who support each other, challenge one another, and innovate together. Here, you'll connect, grow, and make a real difference. We're a company with the drive of a startup and the strength that comes with 25 years of success.

Novocure operates at a rare crossroad, where advanced medical technology converges with cutting‑edge biotechnology. We are the only company to develop and commercialize Tumor Treating Fields (TTFields), a proprietary, groundbreaking therapy designed to disrupt cancer cell division. With us you will find a unique combination of laboratory research work alongside engineering development of advanced technologies. This fusion of disciplines positions us as true pioneers in oncology innovation, leading a new frontier in the treatment of aggressive cancers.

Our patient-forward values

• innovation
• focus
• drive
• courage
• trust
• empathy

Novocure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected under federal, state, or local law. We actively seek qualified candidates who are protected veteran and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Novocure is committed to providing an interview process that is inclusive of our applicant's needs. If you are an individual with a disability and would like to request an accommodation, please email [e-mail]