• Design the future field engagement model for Novartis, ensuring it reflects customer-centric thinking, system-wide integration, and alignment across all therapeutic areas. • Turn strategic vision into clear, scalable action plans across five transformation domains: customer targeting, engagement models, field role design, capabilities, and metrics. • Align field engagement transformation efforts with brand strategy, therapeutic area goals, U.S. commercial priorities, and customer engagement objectives. • Lead and support five Director-level workstream leaders, fostering clarity, ownership, and collaboration across initiatives. • Build strong governance practices, track milestones, and ensure seamless cross-functional coordination. • Collaborate with senior leaders in Medical, Market Access, Marketing, People & Organization, and Strategy to co-create and embed transformation efforts. • Represent field engagement transformation in enterprise-wide forums, promoting transparency and connection between field teams and headquarters. • Engage stakeholders across the organization to build understanding, drive adoption, and sustain momentum for change. • Guide the development, testing, and scaling of new customer engagement models that respond to evolving market needs and customer expectations. • Inspire a culture of innovation, teamwork, and customer focus – encouraging bold ideas and breakthrough results.

• Partnering with a cross-functional team of exec-level leaders across Client & Media Strategy, Data Strategy & Analytics leaders to deliver scalable, high-quality, cross-channel data solutions and service experiences quickly to clients and their teams from across Analytics Engineering, Analytics Management, Data Engineering, Reporting Solutions, and Data Analysis. • Leading cross-functional strategy and delivery: Overseeing a team of Data Strategists and managing your own book of business to deliver high-quality data solutions, insights, and measurement frameworks across our client portfolio. • Driving client impact: Serving as an executive sponsor for enterprise clients, guiding data-driven recommendations that inform media mix, audience strategy, and creative performance. • Scaling new capabilities: Defining and implementing processes to make analytical solutions reproducible, well-documented, and integrated into broader client strategies. • Support growth: Pitching new business on the differentiated value of Data Strategy & Analytics services, crafting a consultative sales approach through consulting on prospect MarTech stacks and Polaris solutions. Evolving Data Strategy & Analytics offerings by continually improving and adding service offerings and products. • Acting as an escalation point to promptly resolve complex and occasionally unprecedented situations with broad definitions. • Building internal alignment: Educating and training the Client Strategy, Channel, and Executive teams on Data Strategy & Analytics capabilities to ensure consistent adoption of best practices. • Lead measurement frameworks: Leading/collaborating in the development of standardized approaches to measurement, including taxonomy governance, KPI frameworks, and performance dashboards. • Provide thought leadership across a variety of Data Strategy focus areas: Customer Data Platforms, Media Strategy & Optimization Methods, Data Privacy Regulations & Data Usage Guidelines, and MarTech Architecture. • Cultivating a culture of excellence: Empowering and mentoring managers and analysts to champion a high-performing, client-first environment centered on curiosity, professional accountability, and relentless optimization.

• Get deployed by the COO / VP against the TMO's highest-priority initiative at any given time • Structure ambiguous, cross-functional problems into clear problem statements, hypotheses, and workplans • Operate as an individual contributor who can independently run a workstream • Drive accountability across functions and seniority levels without direct management authority • Move fluidly across problem types within a single year • Write and communicate at an executive level

Role Description We're hiring a Workforce Management Contractor for a 6-month contract to operate and maintain our WFM function during a planned leadership leave. This is not a build-from-scratch role; you'll step into an established system of staffing models, forecasting infrastructure, vendor relationships, and cross-functional reporting cadences, and keep them running accurately through a period of significant company growth. You'll work alongside an AI-driven demand forecasting model that handles volume projections, with your role focused on: - Validating outputs - Translating forecasts into staffing and scheduling decisions - Managing BPO capacity planning - Co-owning the labor cost model with Finance You'll coordinate closely with Team Leads, Marketing, Data Science, and Ops leadership to keep workforce planning aligned to business needs. Key Responsibilities - Workforce Management & Capacity Planning - Run demand forecasting and capacity planning using AI model outputs - validate projections, apply bias corrections, and translate forecasts into interval-level staffing plans. - Maintain, update, and improve existing staffing models as inputs change. - Build and distribute weekly schedules; coordinate with Team Leads on shift coverage, gaps, and real-time adjustments. - Drive resource planning for new initiatives, including shift coverage for new channels and staffing implications of product or geographic launches. - Own BPO forecast and capacity planning; translate volume projections into vendor capacity needs. - Process contractor invoices on cadence. - Manage schedule publishing and headcount updates. - Operational Optimization - Co-own the monthly Finance labor cost model review, prepare inputs, flag variances, maintain the rolling forecast. - Work with Product, Engineering, Marketing, and Support teams to stay ahead of feature rollouts and changes that will impact volume or staffing needs. - Deliver hiring plan recommendations tied to volume projections, attrition trends, and batch hiring constraints. - Track and report on OKRs: prepare leadership updates, maintain KR tracking, flag risks to targets. - Stakeholder & System Coordination - Serve as the primary WFM point of contact for Ops leadership, Finance, and cross-functional partners during the engagement. - Collaborate with Data Science on predictive model refinement and operational dashboard development. - Maintain recurring operational reporting cadences. Qualifications - 4+ years in workforce management, capacity planning, or workforce operations. - Experience scaling support functions in high-growth companies, preferably in healthcare or digital health. - Strong modeling skills and comfort with large datasets; experience with BI tools (Databricks, Looker, Tableau, or similar) is a plus. - Experience managing or coordinating BPO vendors: capacity planning, performance tracking, invoice reconciliation. - Familiarity with WFM tools, helpdesk platforms (we use Intercom), and HRIS/scheduling systems (we use Rippling). - Demonstrated ability to work cross-functionally with Finance, Marketing, Product, and Data teams. - Strong operational reporting skills. - Comfortable stepping into an established system. Benefits - Competitive salary and benefits package. - Flexible working hours. - Dynamic work environment where creativity and innovation are encouraged. Core Values - Ruthless Prioritization: We don’t let perfect get in the way of progress. - Member-First, Always: We design and deliver like we’re caring for someone we love. - One Team, Moving Fast: We are aligned in purpose, prioritization, and speed. - Radical Ownership, Relentless Execution: We don’t just ship– we own outcomes and drive results. - Mission Over Ego: We are ruthlessly aligned to our mission - and leave ego at the door. - Sustained Integrity in Every Detail: We earn trust by obsessing over accuracy, quality, and clarity in everything we do.