Manager, Programs and System Training

3M HEALTHCARE; Arizona; On-site; USD 93,800 - 174,200; Full time

Job summary

Novartis seeks a Manager, Programs & Systems Training to lead training initiatives at the East Hanover, NJ site with limited remote work and travel. The role covers program design, system curricula, and compliance-focused training for branded products and services.

The position requires three years in healthcare training, strong public speaking, and proficiency with Salesforce, LMS, and Microsoft tools, plus collaboration with cross-functional teams.

Qualifications

• Three years of work experience in healthcare or pharmaceutical training and development.
• Experience with systems, technology and business applications (Salesforce CRM, LMS, Microsoft Office, Outlook, Publisher, Project, Visio).
• Experience with contact centers or central support operations, including hub/pharma functions and benefit verification.

Responsibilities

• Assist the Associate Director, Systems Training with creating product programs, curricula, and training plans.
• Deliver trainings using adult learning principles to improve competency.
• Ensure high-quality delivery of training through live and virtual sessions, train-the-trainer, and interactive activities.
• Execute pull-through opportunities and refresher trainings for curricula.
• Implement competency models, needs assessments, simulations, and certifications for branded programs and systems.
• Demonstrate SME knowledge of business processes, program design, and operational challenges.
• Maintain up-to-date trainings emphasizing compliance reporting requirements within 24 hours of receipt.
• Collaborate across NPS, PSC, Operations, Training, Legal, and Ethics teams.

Skills

Public speaking

Facilitation

Interpersonal skills

Analytical skills

Time management

Tools

Salesforce CRM

LMS

Microsoft Office

Outlook

Publisher

Project

Visio

Job description

Job Description

The Manager, Programs & Systems Training will be located at the East Hanover, New Jersey site and will not be eligible for remote work. This role requires travel, both domestic and international, as defined by the business.

Responsibilities

• Assist the Associate Director, Systems Training with creating product programs and system curricula, as well as operational plans and trainings for transitioning brands, new launches, label expansions/updates, program sunsets, and routine system updates.
• Conduct trainings using adult learning principles to enhance agent competency and knowledge retention of training curricula.
• Ensure high-quality delivery of training through various methods such as live and virtual facilitation, train-the-trainer sessions, peer-based teaching, guided practice sessions, experiential learning, and problem-solving activities, utilizing appropriate technologies.
• Execute pull-through opportunities and provide refresher trainings for curricula.
• Implement competency models, needs assessments, simulations, and certifications to ensure supervisors and agents are ready and proficient in specific branded programs (e.g., onboarding, copay, benefits verification, adherence), systems (e.g., Salesforce, Genesys), technologies (e.g., triage, eFax, portals), and business applications (e.g., artificial intelligence, electronic benefits verification/prior authorization, government checks).
• Demonstrate subject matter and technical expertise in the assigned function, including knowledge of business processes, operational flows, program design, and operational challenges in areas such as intake, program case management, reimbursement, and/or systems training.
• Maintain up-to-date trainings that effectively emphasize compliance reporting requirements, including reporting technical complaints, adverse events, and special case scenarios related to Novartis products within 24 hours of receipt.
• Collaborate with many individuals across NPS and PSC leaders, PSC Operations, Training, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners.

Required Experience

• Three (3) years of work experience in a healthcare or pharmaceutical training and development capacity.
• Previous experience working with systems, technology and business applications (Salesforce CRM, LMS systems, Microsoft suite, Outlook, Publisher, Project and Visio).
• Experience working with contact centers and/or central support operations, including but not limited to hub/pharma functions, case management, benefit verification, etc.
• Skilled in public speaking and facilitation of training classes for in person and remote teams.
• Strong interpersonal, communication, influencing and analytical skills.
• Ability to manage multiple projects and consistently meet deadlines.

Preferred Qualifications

• Experience building training program curriculum, designing content and facilitating training for business systems and technology.
• Key understanding of Adult Learning Principles, Curriculum Design, Instructional Design, Adult Learning Principles, Learning Analytics & Measurement.
• Excels at interacting with a diverse group of people, including line managers and matrixed partners.

Travel Requirements

Role is office-based in East Hanover, NJ with occasional travel between offices in Tempe, Arizona (anticipating 20%).

Hybrid Working Requirements

Ability to work on-site 3 days per week.

Compensation

Salary Range: $93,800.00 – $174,200.00 per year. The total compensation package may also include other elements, including a sign‑on bonus, restricted stock units, and discretionary awards, in addition to a full range of medical, financial, and other benefits (including 401(k) eligibility and various paid time off benefits such as vacation, sick time, and parental leave), dependent on the position offered.

EEO Statement

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accessibility and Reasonable Accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e‑mail to [e-mail] or call [phone] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.