Novartis – Director, Content Enablement Customer Success & Operations – New Jersey, USA

February 25, 2023
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Job Description

Job Description

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

The Content Enablement team at Novartis is responsible for the marketing technology supporting content through the end-to-end lifecycle, globally. This currently includes products supporting the medical, legal and regulatory (MLR) review process and the digital asset management system (DAM). By 2025, we envision creating a seamless ecosystem which makes finding, creating, managing, and publishing content a competitive advantage for Novartis. Our vision is a core enabler for marketing teams to create engaging experiences for Novartis customers. Our customers include both internal users and stakeholders as well as external users such as agency partners.

We are looking for a Director, Content Enablement Customer Success & Operations to develop strong processes and governance of the product portfolio to enable internal customers, agency partners, and other stakeholders to easily use the capabilities and features to deliver on business value and achieve outcomes. In partnerships with the product leads, the person in this role will develop and execute on strategies that creates the environment for successful adoption and value realization in the organization through a combination of customer engagement, change management, communications, training and other identified interventions. This person will be responsible for clearly defining and communicating how the Content Enablement organization operates on a day-to-day basis to maximize value creation for the organization and create seamless ways of working across functions. The ability to build collaborative work relationships with product owners, business analysts, UX Design, UX Research, technology teams and other internal partners is essential.

Your responsibilities include, but are not limited to:
• Co-develop and implement business and IT operating model, ensuring consistency with the product governance and ways of working with the Marketing Technology Product Management team approach
• Implement a consistent change management methodology for new capabilities and features to maximize adoption, user satisfaction and business value
• Establish cadence and habits around regular sharing of product plans and roadmaps, research results, and software demos
• Responsible for all educational material related to the products
• Oversee the help desk model for using the product and it’s capabilities and features
• Measure product usage, adoption and customer satisfaction KPIs. Ensures the information is made available to the product owners to drive insights and opportunity generation
• Develop ongoing process for collecting product feedback, developing, and prioritizing the backlog of new product opportunities
• Develop a prioritization model with product owners to identify the work that will deliver the most value to the users and organization
• Drive collaboration and ownership of the product governance model
• Responsible for the development of standards and guidelines for team ways of working
• Participate in shaping the vision, product strategies and metrics based on customer insights gleaned from the work

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

EEO Statement

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum requirements

What you’ll bring to the role:
• Bachelor’s degree in related field is required; Master of Science and/or MBA preferred
• Minimum of 7 years of experience in customer success, product operations, communications, marketing, sales, account management or related fields.
• Minimum of 5 years of experience defining and embedding processes and ways of working within teams that have increased team effectiveness
• Experience as part of an effective software technology organization or software technology implementation partner, driving performance and enabling effective customer engagement and marketing activities
• Experience working with Product Management, or multi-functional experience in Pharmaceutical or Healthcare industries preferred
• Acts as a change agent, with relevant experience in transforming the businesses through collaboration and partnership
• Understanding of regulatory, compliance privacy and legal guardrails and policies
• Effective cross-functional collaboration with various stakeholders and teams including Product, Technology Transformation, Communications, Privacy, Legal, Regulatory, Compliance and Global
• Detail-oriented with the ability to manage multiple tasks, priorities and deadlines
• Ability to deliver solutions against the Agile methodology preferred

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what’s possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

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

Pay Range: The pay range for this position at commencement of employment is expected to be between $192k and $288k annually; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position 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/or 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. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: