Manager, Monitoring Operations

Job Description Summary This position can be based remotely anywhere in the U.S. (there may be some restrictions based on legal entity). Please note that this role would not provide relocation as a result. The expectation of working hours and travel (domestic and/or international) will be defined by the hiring manager. The Manager, Monitoring Operations is responsible for the accuracy, consistency, and integrity of Novartis Patient Support monitoring activities. This role executes established monitoring programs (call quality/compliance and case/eligibility documentation), applies approved monitoring standards and sampling approaches, and supports monitoring-related functionality and enhancements within Genesys and CRM platforms in partnership with cross-functional stakeholders. The role delivers actionable insights through trend analysis and reporting to support quality, compliance, and continuous improvement. Job Description Major Responsibilities Execute established monitoring programs across calls, omni-channel interactions, and case/eligibility documentation within CRM platforms. • Apply and govern monitoring standards, audit criteria, sampling methodologies, and documentation requirements to ensure consistency and control. • Ensure monitoring quality through periodic calibrations, quality checks, and validation of audit outputs. • Oversee compliance monitoring to verify adherence to policies, privacy/data protection requirements, and AE/PTC reporting standards; escalate issues as appropriate. • Own and maintain monitoring workflows, evaluation tools, job aids, and checklists to enable consistent execution. *Serve as a monitoring SME for Genesys and CRM platforms; assess product releases for impact and coordinate testing, validation and process/material updates. • Partner cross-functionally (IDS, DDIT, Product, Legal, Compliance, ATP Customer Support, Program Management, Business Operations) to translate monitoring requirements into system enhancements and coor