Manager, Training Administration

The Manager, Training Administration is responsible for the management and maintenance of the resources utilized by the Program and System Training team, including the training request application(s), Salesforce training environment, and associated applications.  This individual will serve as the primary point of contact regarding the Salesforce training environment and test case creation. The Manager will also be well versed in the Operations & Logistics team’s responsibility, providing backup support during times of peak PSC onboarding and training.  The Manager will collaborate with colleagues in US Program & System Training, NPS, Program Management, Business Operations, People & Organization, Meeting Services, IT, and other applicable teams to develop and deliver solutions that provide a seamless experience for all associates or contractors attending a PSC training program.

Key Responsibilities:

• Manage and maintain the application(s) used by cross-functional partners to document training requests
• Update the Program & System Training team calendar and roster. Tracking and monitoring PSC employees on extended leave and coordinating training upon their return
• Coordinate training team activities, including weekly huddles and cross-functional training status meetings. Tracking and monitoring PSC agent retraining and/or upskills related to performance improvement
• Maintain Salesforce proficiency in alignment with product releases. Submitting and following up on the resolution of tickets related to the Salesforce training environment
• Serve as the primary point of contact regarding the Salesforce training environment and associated applications
• Partner with cross-functional team member(s) and/or vendor(s) to ensure all applications are updated and operating as expected. Collaborate with many individuals across NPS and PSC Leaders, PSC Program Management, PSC Business Operations, Marketing, Legal, People & Organizations, Ethics Risk Compliance, Service Business Partners, corresponding global partners, and third-party vendors.
• Execute test case creation within the Salesforce training environment, leveraging technological solutions to bulk create cases in alignment with the training requirements
• Coordinate with the Program Management teams to facilitate “nesting” at the successful conclusion of training
• Collaborate with the AD, Curriculum Designers and Managers, Program and System Training to develop and maintain post training surveys. Administering and collating responses to post-training surveys. Assisting the AD, Curriculum Designers when requested in the development of training content focused on policies and processes specific to PSC associates, as needed
• Assist the Operations & Logistics team in identifying and reporting adverse events as per applicable processes during times of peak PSC onboarding and training activity.

The Manager, Training Administration 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. This remote position will require up to 20% travel to other PSC locations.

Hybrid Working Requirements: When working from home, a quiet dedicated space where the employee can work without interruption is required.

What you’ll bring to the role:

Education: Bachelor's Degree, or equivalent combination of education, training, and experience; advanced business degree preferred 

​Essential Requirements:

• 3 years working in healthcare or pharmaceuticals operations or related business experience.
• Previous experience working with systems, technology and business applications including Salesforce CRM and LMS systems. Capable of operating standard computer software/systems with intermediate to advance competencies in Excel and Power Point.
• Understanding of pharmaceutical environment, operations and terminology.
• Ability to coordinate events with minimal supervision and during times of ambiguity.
• Experience working with contact centers and/or central support operations, including but not limited to hub/pharma functions, case management, benefit verification, etc.
• Highly customer service driven, team oriented and focused on business partnering skills as well as strong interpersonal, communication, influencing and analytical skills.
• Ability to simultaneously manage multiple projects (multi-task) in a fast-paced environment in order to meet aggressive deadlines.  Deadline oriented, with time management skills and strong attention to detail.
• Ability to travel up to 20% travel between East Hanover, NJ, Tempe, AZ and Mexico City, MX to support employee training and onboarding.

Desirable Requirements:

• Experience with learning technology applications. Presentation and platform skills, including ability to communicate in small and large settings.
• Change management and project management experience.

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

The pay range for this position at commencement of employment is expected to be between $130,400 and $195,600/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, 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.