246 Call Center & Customer Service in Quintana Roo lowest at $312.0+

Indeed

Patient Coordinator 2

### **Summary** The Patient Coordinator will be responsible for providing support and resolution for customer requests. They will accurately and efficiently answer calls that are received from patients, their caregivers, and health care practitioners. The Patient Coordinator will educate and advise regarding the brand, enrollments, and insurance information as appropriate. The Patient Coordinator may share appropriate information with Patient Specialty Services field teams. This information may cover program\-related queries from customers, support enrollments, provide pre\-authorizations for medical treatment, and outline information regarding co\-payments. The representative must have strong communication skills to converse with customers about issues they are experiencing and be able to offer solutions in accordance with approved procedures. A Patient Coordinator will possess a learning mindset, the ability to accept and implement constructive feedback, and a general aptitude for learning and continual development. In addition, A Patient Coordinator will possess the ability to manage stressful calls as they arise, while reflecting a calm and reassuring tone and attitude for our patients, their families, and their caregivers. ### **About the Role** **Your responsibilities will include, but are not limited to:** * Develop and maintain knowledge of PSS programs and customer workstreams; broaden program knowledge over time. * Learn and utilize protocols to respond to customer phone, chat, fax, intelligent chatbot, SMS / text, mail, and e\-mail inquiries as well as other communication channels in a prompt and courteous manner * Prepare proper documentation and notifications; perform proper escalation, tracking, and follow\-up * Work with support and product teams to transfer customers to other units as needed \- ensure that referrals are addressed in a timely, consistent, and organized manner to avoid the delay of care for the patient * Evolve skills to provide detailed resolution regarding program specialties over time * As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Team Leads. * Monitor and report adverse events **What you will bring to this role:** * High School Diploma required \- * Learning mindset required, including the ability to accept and implement constructive feedback * The ability to handle stressful calls, as may arise from time to time, including the ability to reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers. * The ability to multitask and balance multiple priorities at once. * Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information. * Ability to follow oral and written directions * Strong writing skills, including the ability to interpret, capture and document the essence of customer conversations, including the recommended next steps in a clear and cogent way. **Travel requirements:** * Proximity and ability to commute to work onsite in Mexico City Office as required by our hybrid model for occasional meetings or events. To be scheduled at the discretion of the business. **Other Work Requirements:** * When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service (Novartis offers a subsidy to partially cover the cost of this technology) where the employee can work without interruption * Ability to work the scheduled work hours, which generally will be an 8\-hour shift; Working schedule is either 8:00 am EST – 5:00 pm EST/9:30 am – 6:00 pm EST or 11:00 am EST – 8:00 PM EST * Ability to complete all calls once they have begun to ensure no interruption of service. * **For Patient Support Center (PSC) Roles with a Dedicated Training Period**: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role. * **Required Experience:** * \~6 months of proven Contact Center Experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) * Experience with work that requires the balancing of multiple priorities. * Experience working with data entry system(s), fax machines, computer software, and telephone technology * Computer literacy in MS Word, MS Teams, Excel.... **Preferred Experience:** * + 1 year of Customer Contact Center Experience in the Pharmaceuticals industry * Therapeutic area experience * + No therapeutic area experience required. **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division US Business Unit Marketing Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Marketing Job Type Full time Employment Type Regular Shift Work No VIDEO Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve. ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

H6X8+XM Insurgentes, Q.R., Mexico

Senior Analyst Quality, Patient Support Center64842134403074121

Indeed

Senior Analyst Quality, Patient Support Center

### **Summary** This role is responsible for evaluating the performance of the people, processes and tools that deliver out\-standing Contact Center performance. You will join a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal NPS Contact Center staffed by these customer facing roles: Patient Navigator, Reimburse\-ment Specialist, Case Navigator and Intake Specialist. The Sr Performance Excellence Analyst role ensures consistent and compliant use of approved communication techniques, work process document (WPD) procedures by coaching and delivering feedback to Case Manage\-ment, Patient Navigator and Reimbursement team members (other examples such as Team Leads, Learning \& Development, Product). ### **About the Role** **Job Purpose** Over the next 5 years, Novartis is expected to launch up to 27 new medications and our Novartis Patient Support team is on the forefront of transforming how the industry helps patients get access to treatment. Our ambition is high, but we are proud and not satisfied. If you’d like to be part of our journey, then come join our team! This role is responsible for evaluating the performance of the people, processes and tools that deliver outstanding Contact Center performance. You will join a team of analysts assigned to support the Patient Support Center (PSC). The PSC is a Novartis managed, internal NPS Contact Center staffed by these customer facing roles: Patient Navigator, Reimbursement Specialist, Case Navigator and Intake Specialist. The Sr Performance Excellence Analyst role ensures consistent and compliant use of approved communication techniques, work process document (WPD) procedures by coaching and delivering feedback to Case Management, Patient Navigator and Reimbursement team members (other examples such as Team Leads, Learning \& Development, Product). **This role is responsible for evaluating the customer facing PSC role’s use of:** * approved talking points, FAQs and knowledge articles * effective customer centric listening and satisfactory communication skills * accurate and efficient use of program process, job aids * CRM and telephony\-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples). * Must be flexible on schedule and hours (8am – 5p, 9a – 6p ET) May be required and scheduled to work on Novartis US IM holidays as determined by business need This role functions as subject matter expert (SME) when special or critical case quality issues occur. This position will work in conjunction with Performance Excellence leadership, the NPS Quality \& Standards, Safety as well as PSC Case Management, Reimbursement and Workforce Management teams to maintain overall program quality. This may include team meetings, agent training programs, performance and metric review presentations and documents. This role is responsible for identifying and reporting adverse events via the established Novartis systems as per applicable processes. **What you’ll bring to the role:** * Education: Bachelor’s degree required. * Role is based in México City, México and is hybrid combining both on\-site and remote work hours. Required Experience: * 2\-5 years contact center or related performance monitoring experience * Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing. * 1\-3 years experience supporting cross functional stakeholder performance review sessions; effectively tracking insights across functional leads through to resolution * Working with monitoring systems such as Genesys, NICE, Verint or other solutions * Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word * Use of systems and resources to identify areas to improve agent processes and performance that impact engagement, both customer and agent satisfaction. This role organizes, reviews and shares information and results that support the user stories, journeys and customer experience flows; is responsible for using Voice of the Customer results in the overall review of agent performance. * Travel: as required to other Novartis sites * Successful team player working across multiple teams (both remotely and onsite) Preferred Experience: * Experience working in a NPS hub operation supporting reimbursement, case services * Prior knowledge and experience with commercial and government insured patient reimbursement programs including copay, savings cards, vouchers, free trial offer and/or prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products. * Use and knowledge of dashboard reporting tools such as Qlik, Tableau. * Bi\-lingual Spanish and English. Highly proficient with reading, writing and spoken Spanish and English language skills. **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division US Business Unit Marketing Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Marketing Job Type Full time Employment Type Regular Shift Work No Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve. ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

H6X8+XM Insurgentes, Q.R., Mexico

Strategic Access Manager64842134452353122

Indeed

Strategic Access Manager

### **Summary** \#LI\-Hybrid Location: Mexico City, Mexico Relocation Support: This role is based in Mexico City, Mexico. Novartis is unable to offer relocation support: please only apply if accessible. Ready to shape how more patients access essential treatments across Mexico? As a Strategic Access Manager, you’ll lead the implementation of a sustainable Patient Access strategy at the local Country Pharmaceutical Organization (CPO) level, collect and analyze data to generate insights that strengthen Patient Access submissions, and create shared value for customers, patients, and Novartis. You’ll partner closely with Commercial and Access teams to align objectives with distributors and wholesalers, optimize inventory flows, and turn market signals into clear, actionable plans. If you’re energized by solving complex access challenges with precision and empathy, this role puts you at the center of impact. ### **About the Role** **Key Responsibilities** * Lead the implementation of local Patient Access strategies to maximize treatment availability. * Build and maintain strong relationships with distributors, wholesalers, and internal teams. * Align objectives and strategies across Commercial and Access teams for seamless execution. * Supervise and optimize inventory levels to ensure timely patient access. * Develop and execute plans to efficiently manage inventory days and supply chain flows. * Analyze market trends and sales data to inform operational and access strategies. * Monitor, report, and drive sales performance across multiple channels. **Essential Requirements** * Bachelor’s degree in a relevant field * Proven experience in similar roles within the pharmaceutical industry, especially with insurers or new business launches * Demonstrated success in improving information systems and operational processes * Strong analytical skills and ability to manage and interpret data * Advanced English proficiency, both verbal and written * Willingness to perform up to 40% field work * Indirect leadership experience * Knowledge of health economics and pharmacoeconomics concepts **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division International Business Unit Sales Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Market Access Job Type Full time Employment Type Regular Shift Work No Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve. ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

H6X8+XM Insurgentes, Q.R., Mexico

Regional Value and Access Sr Manager64688882286337123

Indeed

Regional Value and Access Sr Manager

### **Summary** \#LI\-Onsite Location: Mexico City, Mexico (availability to travel required) Relocation Support: This role is based in Mexico City, Mexico. Novartis is unable to offer relocation support: please only apply if accessible. Drive regional impact by leading value and access initiatives that help more patients benefit from timely, equitable care. You’ll shape access strategies across markets, partner closely with medical, commercial and patient access teams, and build trusted relationships with payers, authorities and healthcare leaders. By turning insights into clear action plans—and traveling as needed to connect teams and decision makers—you’ll remove barriers, align stakeholders and elevate outcomes across the region. ### **About the Role** **Major accountabilities:** * Lead the development and execution of local value and access strategies to achieve business objectives. * Build and nurture relationships with key stakeholders, payers, and healthcare decision makers. * Oversee cross\-functional teams to ensure seamless collaboration and delivery of market access initiatives. * Drive sales, market share, and profitability within agreed targets, supporting Novartis’ reputation and culture. * Represent the organization in regional and global forums, ensuring strategic alignment and knowledge sharing. * Foster a high\-performance, customer\-focused culture and develop talent within the organization. * Ensure compliance with legal, ethical, and corporate guidelines while managing business partnerships and agreements. **Minimum Requirements:** * Bachelor’s degree or higher in a relevant field * Must have experience in both the pharmaceutical industry and government sectors * Proven experience with profit and loss or business unit accountability * Demonstrated people leadership and talent development skills * Experience in customer\-facing roles such as Marketing, Sales, or Access * Proven experience leading multifunctional teams * Expertise in managing interdependent or integrated customer relationships * Strong verbal and written communication skills **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division International Business Unit Sales Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Commercial \& General Management Job Type Full time Employment Type Regular Shift Work No Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve. ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

H6X8+XM Insurgentes, Q.R., Mexico

Indeed

Group Submanager

Supervise the service and attention levels provided at the office, participating in personalized customer service in accordance with the Branch Manager’s work plan, in order to monitor results (portfolio, customers, recovery).

V6R2+JR Dziuché, Quintana Roo, Mexico

Indeed

Care Navigator

### **Summary** Job Description Summary The Care Navigator will provide assistance to patients and healthcare professionals when initiating treatment of a Novartis therapy. Responsibilities include navigating through onboarding, insurance verification, financial assistance, and ongoing support as requested by the patient and their healthcare professional. Care Navigators will also be working with cross\-functional team members within Novartis Patient Support, where appropriate, to ensure continuity of information being shared with the healthcare professional and patients. The Care Navigators must have strong communication skills to converse with customers about the patient’s journey and be able to offer next steps in accordance with approved procedures. Excellent written communication skills are required to ensure adequate case documentation and traceability. The Care Navigators will possess an aptitude for learning, the ability to accept and implement constructive feedback, and a continual development mindset. In addition, the Case Navigator will reflect a calm and reassuring tone and attitude for our patients, their families, and their caregivers, specifically during difficult or stressful interactions. ### **About the Role** **Your responsibilities will include, but are not limited to:** * Develop and maintain knowledge of the relevant brand and customer workstreams for the specific assigned program * Learn and utilize protocols to respond to customer phone, chat, fax, SMS / text, mail, and e\-mail inquiries as well as other communication channels in a prompt and courteous manner * Professionally and compliantly interact with customers, relevant Novartis associates, and other external contacts during inbound and outbound phone calls. * Manage assigned cases throughout the patient journey; perform proper and timely escalation, tracking, triage and follow\-up where required * Adhere to call guides, job aides and work instructions for case processing and case cadence * Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), productivity, and quality metrics * Leverage dual monitors and technological solutions to support Case Management activities * Accurately and concisely document all interactions to inform cross\-functional partners on the relevant status details * Promptly and courteously respond to tasks and notifications from PSC counterparts * As applicable, raise innovative ideas which will drive improved efficiency and effectiveness of customer service to Supervisors * Monitor and report for adverse events * **Required Experience**: * + Approximately 12 months of proven Contact Center experience (such as Healthcare, Pharmaceuticals, or other industry call center experience) + Strong interpersonal, telephone and verbal communication skills, including the ability to project warmth and compassion while effectively and efficiently conveying information + Excellent written communication skills including the ability to interpret, capture and document the essence of and next steps for customer conversations in a clear and cogent way + Must follow oral and written directions. + Ability to multitask and balance multiple priorities at once + Computer literacy in with email, video conferencing systems, and data entry/case management systems **What you’ll bring to the role:** * **Education**: * + Advanced English + High School Diploma required. + Bachelor’s degree (desired) * **Travel requirements**: * + This job requires you live within 90 kilometers of Mexico City Novartis offices. + Proximity and ability to commute to work onsite as required by our hybrid model. + To be scheduled at the discretion of the business 3 days per week in the office. + The first 60 days as part of your training will be onsite, in Novartis offices in Mexico City. * **Preferred Experience**: * + One (1\) year of Customer Contact Center Experience in the Pharmaceuticals industry + Experience with case management, pharmacy triage, and/or patient support programs. + Experience with SalesForce * **Other Work Requirements:** * + When working from home, a quiet dedicated space with internet/WiFi service or the ability to obtain such service the employee can work without interruption. (Desired ethernet connection) + Ability to work the scheduled work hours, which generally will be a 9\-hour shift with two paid rest breaks and an unpaid lunch break. + Working schedule range is between 6:00 am to 6:00 PM Central Time. Times will change based on daylight savings changes. + Ability to complete all calls once they have begun to ensure no interruption of service + For Patient Support Center (PSC) roles with a dedicated training period: The individual hired for this role will be required to successfully complete initial training, including passing simulations and become certified to do the role **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Join our Novartis Network:** Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division US Business Unit Marketing Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Marketing Job Type Full time Employment Type Regular Shift Work No ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

H6X8+XM Insurgentes, Q.R., Mexico

Time Services Expert - 3 Temporary positions - 12 months64285435740675126

Indeed

Time Services Expert - 3 Temporary positions - 12 months

### **Summary** As a Time Service Delivery Expert, you will be responsible for providing second level expert services for employees, managers and People \& Organization (HR) Services community in the area of Time Services processes and act as a subject matter expert for these services. To coordinate with global services centers the implementation and execution of the end\-to\-end Time Services policies, programs and regulatory requirements into the daily operations of People \& Organization Services as well as to provide support on Time \& Attendance tool. This role reports directly into the Time Service Delivery Manager Location: México, CDMX \#LI\-Hybrid Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you ### **About the Role** **Key Responsibilities:** * Provides day\-to\-day Time Services Delivery operations with compiling and entering time \& attendance data and reconcile errors to maintain accurate and complete time \& attendance records, all in timely and accurate manner. * Acts as subject matter expert for Times Services related to data and processes. * Ensures maintenance of all relevant HR related data is correct and complete. Ensures compliance in line with relevant legislation, Data Privacy, Protection guidelines and other relevant guidelines across identified geographies. * Performs country specific Data consistency check. Supports NFCM and HR controls. * Respects and follows the payroll calendar to prepare the necessary payroll inputs. * Resolves time \& attendance related queries and issues within the standard established timeframes raised by various stakeholders, incl. associates. * Escalates requests and issues that cannot be resolved directly to the appropriate escalation point of contact (i.e. IT / Time Services Unit Lead). * Handles core T\&A Technology Activities \& BAU Tasks. Highlights exceptions and deviations. Extracts regular and ad hoc reports needed for payroll and other divisions upon request. * Identifies and gathers system enhancements and change requests to report and coordinates with IT and/or global support team. Provides regular training to new and established stakeholders on the use of the Time and Attendance system. * Ensures all Times Services Delivery performance metrics and KPIs are met. Contributes to and supports projects in scope for P\&O Services. **Essential Requirements:** * Bachelor's degree in any relevant discipline. * 1\-3 years of experience in HR Services. * Excellent English and Spanish Language proficiency. * Competent in Excel for data analysis and reporting * Strong stakeholder management and team work skills. **Desirable Requirements:** * Minimum 1 year of experience in Time Services. * Experience contributing to transformation initiatives and transition projects is a plus. * Workday/SAP system knowledge is an advantage. *Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.* **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Join our Novartis Network:** Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division People \& Organization Business Unit Universal Hierarchy Node Location Mexico Site INSURGENTES Company / Legal Entity MX06 (FCRS \= MX006\) Novartis Farmacéutica S.A. de C.V. Functional Area Human Resources Job Type Full time Employment Type Regular Shift Work No ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

H6X8+XM Insurgentes, Q.R., Mexico

Technical Lead, Marketing Cloud Intelligence64188945411458127

Indeed

Technical Lead, Marketing Cloud Intelligence

### **Summary** Location: Mexico City This role serves the US region and requires 100% coverage to work with US teams, hence expected working hours are from 02:00 PM to 10:00 PM Dublin time. We are seeking a highly\-skilled and experienced Marketing Cloud Architect to join our team Marketing Automation team who works closely with brand teams; understands various data sources, adept in building data ingestion pipelines, skilled in designing future proof data models that can serve as a basis for data visualization and insights ### **About the Role** **About the Role:** We are seeking a highly\-skilled and experienced Marketing Cloud Architect to join our team Marketing Automation team who works closely with brand teams; understands various data sources, adept in building data ingestion pipelines, skilled in designing future proof data models that can serve as a basis for data visualization and insights **Key Responsibilities:** * Help internal customers to identify key metrics to support business goals, and how to gather the data supporting those metrics * Architect and design salesforce solutions using Marketing Cloud Intelligence (Datorama) while maintaining scalable and efficient solutions for business needs * Conduct feasibility studies, defining new data streams in MCI, and ensuring timely data refresh cycles * Liaise with cross\-functional teams, feasibility check in MCI, and develop new reporting capabilities while overseeing build of new optimization reports. * Work with and train business users to help developers to build effective data ingestion pipelines; data models and visualizations * Have deep technical skills to be able to explain tool capabilities and dig into the specific functions of tools, as well as its interoperability across technical, martech and adtech systems * Provide requirements for visualizations to data analysts for them build reports and dashboards that best present the key metrics * Based on experiences in developing strategies, develop best practices and processes for metrics, data management, and/or data visualization where possible; continuously stay up\-to\-date on Salesforce releases and updates * Be able to manage direct and indirect reports as needed, working in a matrixed global organization **Essential Requirements:** * Minimum of 7 – 10 years of business experience in analytics, consulting and/or enterprise software experience is required, including demonstrated ability of stakeholder management * Minimum of 5\+ years’ experience in Salesforce with strong focus solution architect * Proficient in Datorama, Salesforce configurations, and Marketing Cloud * Excellent written and verbal skills. Strong interpersonal and analytical skills * Ability to provide efficient, timely, reliable, and courteous service to customers. Ability to effectively present information * Demonstrated knowledge of the Data Engineering \& Business Intelligence ecosystem * Salesforce MCI certification. Other SF platforms viz app building PD1, PD2 etc * Familiarity with AppExchange deployment, Flow, Aura component and Lightning Web component will be a plus **Percentage of work:** * 25% \- Direct internal customers interaction, gathering requirements, communicating progress, and providing deliverables * 25% \- MCI development \- spend time identifying appropriate data streams, metrics, data model architecture to attain the business objectives * 25% \- Direct opportunities for reporting \& insights projects leveraging Salesforce reporting tools such as Marketing Intelligence, CRM Analytics and Qlik, along with data engineering platforms such as Snowflake, Databricks, SF Data Cloud, Google Cloud, AWS and Azure, and ETL tools like Mulesoft. * 15% \- Provide thought leadership to be used to create additional conversation around reporting best practices * 10% \- Identify growth opportunities for personal and professional development **Why Novartis:** Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people\-and\-culture **Join our Novartis Network:** Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network **Benefits and Rewards:** Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits\-rewards Division Pharma Business Unit Universal Hierarchy Node Location Mexico Site INSURGENTES Company / Legal Entity IE02 (FCRS \= IE002\) Novartis Ireland Ltd Functional Area Marketing Job Type Full time Employment Type Regular Shift Work No ### **Accessibility and accommodation** Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e\-mail to \[email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

H6X8+XM Insurgentes, Q.R., Mexico