Customer Care Excellence Associate Director (13-month contract)
About the role
Associate Director, Customer Care Excellence (13-month contract)
Category: Business Support & Administration
**Location:**Mississauga, Ontario, CA
Clinical Development, Medical, and Regulatory Affairs (CMR)
Mississauga, Canada
Are you passionate about driving operational excellence, leading teams, and shaping customer experiences in healthcare? Do you thrive in dynamic environments where innovation, strategy, and execution come together to deliver impact? If so, this is your opportunity to join Novo Nordisk and lead our Customer Care team to the next level. Apply today and make a difference for patients, providers, and partners across Canada.
This is a 13-month contract.
Your new role
As the Associate Director, Customer Care Excellence , you will lead the strategic direction and operational activities of the Customer Care organization at Novo Nordisk Canada. You will partner with cross-functional teams to ensure efficiency, compliance, and continuous improvement, while keeping customers at the center of everything we do.
Your key responsibilities include:
-
Leading daily operations of Customer Care, ensuring high performance, compliance with standards, and a positive experience for all external stakeholders.
-
Driving business and people leadership through coaching, team development, performance management, and fostering an engaged and inclusive workplace.
-
Designing and executing strategic projects in alignment with affiliate and corporate objectives, ensuring operational excellence and innovation.
-
Managing cross-functional collaboration with Medical Affairs, Marketing, Market Access, Sales, IT, and other departments to implement impactful initiatives.
-
Developing, monitoring, and reporting KPIs, ensuring a performance-driven culture with clear outcomes and continuous improvement.
-
Overseeing budgets, processes, and vendor relationships, ensuring efficiency and alignment with business priorities.
-
Leading change management, promoting digital innovation, and embedding data-driven practices across Customer Care and Medical Excellence.
Your new department
As part of International Operations, you will join our largest operational unit. Covering 194 countries and 95% of the world's population, more than 18,000 of us work passionately to serve 35 million patients each day. With a promise to outperform the competition, we continue to be the growth driver for Novo Nordisk, and to improve health at scale across the globe.
You will be part of the Medical Excellence team within the Clinical, Medical & Regulatory (CMR) department at Novo Nordisk Canada. Our team includes Customer Care, Medical Information, Medical Education, Medical Training, Grants and Donations, and Medical Omnichannel. Together, we drive excellence, compliance, and innovation, ensuring that patients, prescribers, pharmacists, and other healthcare stakeholders receive the highest level of support and engagement.
Your skills and qualifications
We are looking for a candidate who possesses:
-
Bachelor’s degree in Bioscience, Life Sciences, Biotechnology, or related area; a Master’s degree, MBA, or professional certifications (PMP, Lean Six Sigma) are strong assets.
-
Minimum of 5 years of experience in the pharmaceutical or healthcare industry, with at least 3 years in leadership roles managing multidisciplinary teams.
-
Proven track record in project management and driving cross-functional initiatives.
-
Strong communication, stakeholder management, and change leadership skills, with the ability to influence at all levels.
-
Fluency in English; bilingualism in English and French is an asset.
Working at Novo Nordisk
Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with an unconventional spirit, a rare determination and a constant curiosity. For over 100 years this unordinary mindset has seen us build a company unlike any other. One where a collective passion for our purpose, mutual respect and a willingness to go beyond what we know delivers extraordinary results.
What we offer
There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.
More information
For more information, visit novonordisk.com, Facebook, Instagram, X, LinkedIn and YouTube.
To complete your application, click on "Apply now", attach your CV in English and follow the instructions.
Deadline
Please apply before October 14th, 2025.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
We’re not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.
About Novo Nordisk, Inc.
For almost 100 years, Novo Nordisk has been translating the unmet medical needs of people living with a serious chronic disease into innovative medicines and delivery systems, like our insulin pens.
Our treatments today are benefiting millions of people living with diabetes, obesity, and rare blood and endocrine diseases.
From our labs to our factory floors, we are discovering and developing innovative biological medicines and making them accessible to patients throughout the world.
Our industry is dynamic. And the scientific understanding of the diseases we treat and the people living with them, improves every day. This is a constant reminder that what got us to where we are today is not necessarily what will make us successful in the future.
As an employer, we recognise the need to embrace experimentation and strive for diversity and inclusion to help make better decisions by ensuring that multiple perspectives are considered.
Together, we’re life changing.
Customer Care Excellence Associate Director (13-month contract)
About the role
Associate Director, Customer Care Excellence (13-month contract)
Category: Business Support & Administration
**Location:**Mississauga, Ontario, CA
Clinical Development, Medical, and Regulatory Affairs (CMR)
Mississauga, Canada
Are you passionate about driving operational excellence, leading teams, and shaping customer experiences in healthcare? Do you thrive in dynamic environments where innovation, strategy, and execution come together to deliver impact? If so, this is your opportunity to join Novo Nordisk and lead our Customer Care team to the next level. Apply today and make a difference for patients, providers, and partners across Canada.
This is a 13-month contract.
Your new role
As the Associate Director, Customer Care Excellence , you will lead the strategic direction and operational activities of the Customer Care organization at Novo Nordisk Canada. You will partner with cross-functional teams to ensure efficiency, compliance, and continuous improvement, while keeping customers at the center of everything we do.
Your key responsibilities include:
-
Leading daily operations of Customer Care, ensuring high performance, compliance with standards, and a positive experience for all external stakeholders.
-
Driving business and people leadership through coaching, team development, performance management, and fostering an engaged and inclusive workplace.
-
Designing and executing strategic projects in alignment with affiliate and corporate objectives, ensuring operational excellence and innovation.
-
Managing cross-functional collaboration with Medical Affairs, Marketing, Market Access, Sales, IT, and other departments to implement impactful initiatives.
-
Developing, monitoring, and reporting KPIs, ensuring a performance-driven culture with clear outcomes and continuous improvement.
-
Overseeing budgets, processes, and vendor relationships, ensuring efficiency and alignment with business priorities.
-
Leading change management, promoting digital innovation, and embedding data-driven practices across Customer Care and Medical Excellence.
Your new department
As part of International Operations, you will join our largest operational unit. Covering 194 countries and 95% of the world's population, more than 18,000 of us work passionately to serve 35 million patients each day. With a promise to outperform the competition, we continue to be the growth driver for Novo Nordisk, and to improve health at scale across the globe.
You will be part of the Medical Excellence team within the Clinical, Medical & Regulatory (CMR) department at Novo Nordisk Canada. Our team includes Customer Care, Medical Information, Medical Education, Medical Training, Grants and Donations, and Medical Omnichannel. Together, we drive excellence, compliance, and innovation, ensuring that patients, prescribers, pharmacists, and other healthcare stakeholders receive the highest level of support and engagement.
Your skills and qualifications
We are looking for a candidate who possesses:
-
Bachelor’s degree in Bioscience, Life Sciences, Biotechnology, or related area; a Master’s degree, MBA, or professional certifications (PMP, Lean Six Sigma) are strong assets.
-
Minimum of 5 years of experience in the pharmaceutical or healthcare industry, with at least 3 years in leadership roles managing multidisciplinary teams.
-
Proven track record in project management and driving cross-functional initiatives.
-
Strong communication, stakeholder management, and change leadership skills, with the ability to influence at all levels.
-
Fluency in English; bilingualism in English and French is an asset.
Working at Novo Nordisk
Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with an unconventional spirit, a rare determination and a constant curiosity. For over 100 years this unordinary mindset has seen us build a company unlike any other. One where a collective passion for our purpose, mutual respect and a willingness to go beyond what we know delivers extraordinary results.
What we offer
There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.
More information
For more information, visit novonordisk.com, Facebook, Instagram, X, LinkedIn and YouTube.
To complete your application, click on "Apply now", attach your CV in English and follow the instructions.
Deadline
Please apply before October 14th, 2025.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
We’re not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.
About Novo Nordisk, Inc.
For almost 100 years, Novo Nordisk has been translating the unmet medical needs of people living with a serious chronic disease into innovative medicines and delivery systems, like our insulin pens.
Our treatments today are benefiting millions of people living with diabetes, obesity, and rare blood and endocrine diseases.
From our labs to our factory floors, we are discovering and developing innovative biological medicines and making them accessible to patients throughout the world.
Our industry is dynamic. And the scientific understanding of the diseases we treat and the people living with them, improves every day. This is a constant reminder that what got us to where we are today is not necessarily what will make us successful in the future.
As an employer, we recognise the need to embrace experimentation and strive for diversity and inclusion to help make better decisions by ensuring that multiple perspectives are considered.
Together, we’re life changing.