Manager, Gene Therapies (Gtx) Customer Operations & Patients Services

+3500 Spinal Muscular Atrophy (SMA) patients and 350+ Inherited Retinal Disease (IRD) patients treated around the world with our gene therapy medicines!
Are you passionate about patients and bringing innovative, life-changing treatments to them? At Novartis Gene Therapies, our purpose is to reimagine the treatment of rare and devastating genetic diseases through our transformational gene therapies. As a world leader in this space, we are redefining possibilities for patients and their families. We understand how critical time to treatment and patient experience is and the important role that we can play in that journey. As a Gene Therapies Customer Operations & Patient Services Manager, you will help deliver on that a best-in-class experience for both the treatment centre teams as well as for patients across Canada.
Your responsibilities include but not limited to:

• Engages with various Novartis functions and customer facing teams to execute timely and safe delivery of GTx one-time treatments to authorized hospitals just-in-time for patients’ infusion/surgery.
• Supports assigned hospital accounts across the country with a smooth and seamless treatment journey from patient identification to infusion/surgery
• Effectively manages external vendors and ensures smooth delivery of services to healthcare teams and patients/caregiver(s)
• Ensure prompt handling of inbound customer inquiries and conduct outbound follow-up communication to ensure timely and accurate service support to our customers
• Execute a first in class GeneAssist Support Program that acts as a customer operations hub for GTx healthcare teams, enhancing their GTx customer experience and provides various patient services to patients and their caregiver(s) in Canada.
• Proactively work on customer satisfaction, and collect feedback, insights, and identify opportunities for improvement
• The role works cross-functionally with teams such as Global Supply Chain, manufacturing sites, Quality Assurance, Regulatory, Commercial and Medical teams to ensure that the customer operations hub provides the best customer experience

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.
Minimum Requirements
What you'll bring to the role:

• Minimum of 3 years in customer support (service) or patient facing experience is preferred
• High level of emotional intelligence to manage complex and difficult stakeholder situations
• Bilingual (English and French) fluency required
• Strong track record of successful team collaboration and delivery of results
• Problem solving and analytical skills with a new solutions mindset .
• Able to easily adapt to change, multitask and prioritize effort

Why consider Novartis?
236 million lives were touched by Novartis medicines in 2022. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.
Imagine what you could do at Novartis!
Division
Operations
Business Unit
CELL & GENE THERAPY
Country
Canada
Work Location
Montreal
Company/Legal Entity
Novartis Pharma Canada
Functional Area
Marketing
Job Type
Full Time
Employment Type
Regular
Shift Work
No
Early Talent
No