Job Description Summary

The Director, PSC Mexico City Operations is accountable for leading the Mexico City NOCC as a near‐shore extension of US Novartis Patient Support and Patient Support Center (PSC) operations, delivering reliable day‐to‐day execution across assigned customer‐facing and back‐end workflows while also providing leadership across broader Novartis Patient Support capabilities that may extend beyond agent‐based roles, including Business Operations, Launch Excellence, RLT Order Management, and other operational support functions as applicable. This leader ensures alignment to US enterprise standards for process, quality, training, workforce management, and compliance, and partners closely with US‐based PSC leaders and broader NPS stakeholders to scale capacity, support launches and program transitions, improve performance and productivity, and create a high‐performing and engaged site culture.

Major Accountabilities