Job Description

#LI-Hybrid
Location: Panama City, Panama
Relocation Support: This role is based in Panama City, Panama. Novartis is unable to offer relocation support: please only apply if accessible.

In this role, you will lead day to day customer service operations and ensure a consistent end to end customer experience. You will coach and develop the team, manage performance against service level and productivity targets, and step in as the escalation point for complex cases and complaints. You will also drive continuous improvement by strengthening quality standards, improving ways of working, and using performance insights to focus the team on what matters most.

Key Responsibilities

• Oversee daily customer service activities across phone, email, and case systems.

• Coach and develop the team through regular feedback and structured performance management.

• Manage service and productivity performance, addressing backlogs and quality issues promptly.

• Act as escalation point for complex cases, ensuring clear communication and timely resolution.

• Lead quality reviews and calibration to improve consistency and customer satisfaction.

• Partner with sales, supply chain, logistics, quality, finance, and information technology teams to resolve issues.

• Maintain and refine procedures and knowledge materials, ensuring consistent team adoption.

• Support resource planning, including scheduling, coverage, and onboarding.

• Prepare and present performance insights, trends, and improvement actions to management.

• Encourage use of digital and analytical tools to strengthen operational insight and decision making.

Essential Requirements

• Bachelor’s degree in business, supply chain, communications, or a related field, or equivalent practical experience.

• Three to six years of experience in customer service or customer operations, including people leadership responsibility.

• Proven ability to lead teams, provide structured feedback, and manage performance in a service environment.

• Strong experience managing service levels, workloads, and productivity targets in daily operations.

• Ability to analyze performance data, identify root causes, and translate insights into practical improvements.

• Confident communicator who can collaborate across functions and manage complex customer situations.

• Fluent English language knowledge.

Commitment to Diversity and Inclusion

Novartis is committed to building an outstanding, inclusive work environment and diverse team representative of the patients and communities we serve.

Skills Desired

Ability To Influence Key Stakeholders, Compliance And Controls, Data Cleansing Normalization, Data Visualization, Employee Engagement, Financial And Management Reporting, Market Understanding, Planning & Analysis, Process Optimization, Understanding Value Drivers