Job Description Summary
We are seeking an experienced Associate Director of Business Operations to lead and manage the day-to-day operations of our Patient Support Center (PSC) Business Operations associates in Mexico City, Mexico. The role partners closely with the departments within Business Operations to ensure alignment with US-based functional standards and ways of working, including Program & Systems Training, Central Operations, and Strategy & Logistics. This role is responsible for overseeing the Mexico City associate’s work, administrative functions, and full employment lifecycle decisions including hiring, promotion, compensation, termination, discipline, and performance management. The ideal candidate will bring deep expertise in pharmaceutical services and a proactive, solution-oriented mindset to drive operational excellence and associate engagement.
Job Description
Key Responsibilities:
Direct and manage daily Business Operations activities, ensuring alignment with US-based department/functional team standards, priorities, and ways of working.
Coordination of all aspects, in consultation with US functional lead, of Mexico City-based associate lifecycle management including recruitment, onboarding, performance reviews, promotions, disciplinary actions, and terminations.
Manage Mexico City-based associate escalations in accordance with local law and regulations.
Support functional escalations in consultation with the appropriate US-based Business Operations lead.
Partner with PSC Business Operations teams to align functional strategy and execution.
Support multiple concurrent projects, ensuring timely delivery and high-quality outcomes across assigned activities.
Synthesize data and insights to increase awareness of local operating needs and support decision-making.
Responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes
Required Qualifications:
Bachelor’s Degree required; advanced degree preferred (e.g., MHA, MBA)
5+ years of direct people management experience
Excellent interpersonal, communication, and analytical skills
Entrepreneurial mindset with a proactive approach to problem-solving
Ability to manage multiple priorities in a fast-paced environment
Fluent in English and Spanish
Preferred Qualifications:
2+ years of experience in the pharmaceutical or healthcare industry
Skills Desired
Agility, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Data Strategy, Digital Marketing, Marketing Strategy, Media Campaigns, Product Marketing, Stakeholder Engagement, Stakeholder Management, Waterfall Model