Manager, Customer Success & Business Operations

Band

Level 4

Job Description Summary

Location: Hyderabad, 3 days' work from office at Novartis, Hyderabad is mandatory

The Manager, Customer Success & Operations for Marketing Compliance & Operations enables strong processes and governance of product operations to support internal customers and other stakeholders to easily use the product, its capabilities, and features. This role works alongside the Scrum team and will help define and communicate how the team operates on a day-to-day basis to maximize value creation for the organization and create seamless ways of working across functions.

This role will report into Group Head, Martech Product Management partnering with the other CS&BO associates, product owners, business analysts, UX Design, UX Research, technology teams, and other internal partners.

Job Description

Key Responsibilities:

Develop Communication plan: Develop and execute an integrated communications plan spanning all Content Operations & Compliance teams, ensuring alignment with organizational priorities and consistent messaging across all channels
Build Communication artifacts: Develop of high-visibility deliverables including Product Council presentations, Steering Committee decks, and executive communications that effectively convey team progress, priorities, and strategic direction
Communication artifacts: Manage the shared communication and content calendar, coordinating activity across web and digital optimization teams to ensure strategic alignment and prevent fragmentation
Change Management: Develop and implement communication plans for new capabilities, features, and organizational initiatives to support adoption and stakeholder understanding
Training & Enablement: Support development and maintenance of educational materials and training communications related to products and capabilities
Product Adoption: Work with product owners in defining OKRs and establish strong measurement and reporting mechanisms to monitor product adoption and value delivery

Essential Requirements:

Bachelor’s degree in related field is required; Master of Science and/or MBA preferred
4+ years of experience in product development, communications, content strategy, marketing communications, editorial, or related fields
Minimum of 1 year of experience developing and implementing communications frameworks, editorial standards, or content operations processes that have increased team effectiveness and consistency
Demonstrated ability to translate complex information into clear, compelling executive communications/presentations
Experience developing communications for senior leadership audiences, including steering committees, executive councils, or board-level stakeholders
Skilled as a change agent, with relevant experience in supporting business transformation through strategic communications and stakeholder engagement
Understanding of regulatory, compliance, privacy and legal guardrails as they relate to communications and content development
Effective cross-functional collaboration skills and detail-oriented with the ability to manage multiple communications workstreams, priorities and deadlines simultaneously
Strong editorial judgment with expertise in tone, voice, and messaging consistency
Demonstrated ability to coach and consult others on communications best practices
Skilled in product management and experience working in agile teams is required with familiarity with agile approaches to marketing and communications execution
Fluent in English with other languages desirable

Desirable Requirements:

Experience working within a software technology organization or digital product environment; certified in agile or scrum is a plus
Familiarity with content management systems, communications planning tools, and managing shared content calendars across multiple teams or functions

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/roadmap/people-and-culture

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

Values and Behaviors: Demonstrates and upholds Novartis values and behaviors in all aspects of work and collaboration.

Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally. Read our handbook (PDF 30 MB)

Skills Desired

Agility, Analytical Thinking, Brand Awareness, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model