Director – Central Operations

About the role

The Director of Central Operations leads the Mexico City Patient Support Center (PSC) as a near‑shore extension of Novartis US operations. This senior leader ensures reliable day‑to‑day execution of customer‑facing and back‑end workflows while driving alignment with US enterprise standards.

Key responsibilities

• Lead NOCC teams and people managers to meet daily performance targets and develop talent.
• Own workforce health, including hiring, onboarding, performance management, attrition mitigation and succession planning.
• Ensure delivery of SLAs and KPIs across service, productivity, turnaround time, quality and backlog health.
• Partner with US stakeholders to address performance gaps and implement improvement plans.
• Support operational readiness for launches, transitions and scaling of new capabilities.
• Drive standardization, process discipline and continuous improvement.
• Manage escalations, compliance, risk and stakeholder communication.

Required profile

• Proven leadership experience in a high‑volume operations or call‑center environment.
• Strong people‑management skills with a focus on talent development and engagement.
• Ability to work cross‑functionally with US‑based teams and senior stakeholders.
• Experience ensuring compliance with data privacy, quality and regulatory standards.

Required skills

What we offer

• Opportunity to lead a strategic site within a global pharmaceutical company.
• Collaborative environment focused on continuous improvement and innovation.
• Competitive compensation and benefits package.