At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

About Oncology

Our expertise in Innovative Medicine is informed and inspired by Patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Our Oncology team is focused on the elimination of cancer by discovering new pathways and modalities to find treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing Patients every step of the way.

Ciltacabtagene autoleucel (cilta-cel) is our groundbreaking cell therapy for treating specific types of cancer. This process involves collecting a Patient’s immune cells, genetically modifying them, and reinfusing them to create a highly personalized treatment. CAR-T therapy requires seamless collaboration across multiple stakeholders, including supply chain, commercial teams, and treatment facilities.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for the Associate Director, Patient Support Solutions Operations & Marketing – CAR-T located in Horsham, PA.

We’re looking for an exceptional Associate Director, Patient Support Solutions – CAR-T to join our CAR-T team, where science meets compassion, and every day is an opportunity to help patients and their families on their treatment journey while delivering best-in-class patient support. Our groundbreaking CAR-T therapy, ciltacabtagene autoleucel (cilta-cel), is a cutting-edge cancer treatment. By joining our team, you’ll be at the forefront of leading patient support strategy and operations for eligible patients by helping remove barriers so they can access CARVYKTI. From strengthening team performance to improving communications, treatment center engagement, operational efficiency, and patient experience, your work will have a direct impact on patients, care partners, and the teams who support them.

As the Associate Director, Patient Support Solutions – CAR-T, you will play a pivotal role in ensuring no patient is left behind. You will provide cross matrix, multi-layer people leadership as a primary responsibly, overseeing a high-performing team responsible for supporting patients and care partners throughout the CARVYKTI treatment journey. This includes creating a positive Credo-based call center culture, to help to motivate and retain top talent on the team. Your responsibilities will also include helping to define program strategy, supporting and executing operational excellence, and leading marketing/communications across the team. This includes enabling strong program execution across welcome and onboarding, travel logistics, reimbursement support, treatment center relationships, program wrap-up, and continuous improvement. You will lead by example—coaching and developing leaders and team members, strengthening culture and engagement, and partnering cross-functionally to deliver scalable solutions that improve access, simplify the patient experience, and support sustainable program growth. In this highly visible role, you will balance compassionate leadership with operational discipline, ensuring the highest standards of service, compliance, and patient-centered support are consistently achieved.

You will be responsible for:

• Inspiring and Developing High-Performing Teams: Serve as a second-line leader responsible for coaching, mentoring, and developing a high-performing Patient Support Solutions team. Foster a culture of empathy, accountability, continuous improvement, and compliance to ensure every eligible patient and care partner receives seamless, best-in-class support throughout the MyCARVYKTI treatment journey.
• Driving Operational Excellence: Lead patient support operations with a focus on service quality, operational efficiency, and performance management. Establish and monitor key performance indicators, ensure consistent execution of processes, and drive achievement of business objectives that help remove access barriers, strengthen treatment center partnerships, and deliver timely, coordinated support to patients and caregivers.
• Championing Quality, Compliance, and Customer Experience: Partner closely with Call Center Operations, Legal, Compliance, and other cross-functional stakeholders to ensure program execution is aligned with governance requirements, including SOPs and Work Instructions, and along with company policies. Leverage patient, care partner, and treatment center insights to drive meaningful enhancements to the customer experience and program performance.
• Driving Innovation and Continuous Improvement: Identify, champion, and implement innovative solutions that enhance operational effectiveness, improve the customer experience, and optimize call center performance. Leverage emerging technologies, data-driven insights, and process improvements to increase efficiency, scalability, and long-term program success while challenging traditional ways of working.
• Advancing Program Awareness and Strategic Communications: Lead the development and execution of patient and treatment center facing marketing and communication initiatives in partnership with marketing teams, agencies, and cross-functional stakeholders. Ensure all communications effectively support program awareness, patient engagement, and educational objectives

Qualifications / Requirements:

• Bachelor’s degree required; advanced degree preferred.
• Minimum of 8 years of relevant experience required; minimal of 3 years of pharmaceutical industry experience preferred, including experience in patient support, customer support, access and affordability, business operations, marketing, communications, or related customer experience strongly preferred
• Minimum of 2 years of people leadership experience required, including a demonstrated track record of developing high-performing teams, building a culture of engagement and accountability, and effectively leading, motivating, and influencing individuals across cross-functional and matrixed environments to achieve business objectives
• Highly skilled presenter with a track record of successfully communicating to leadership and larger audiences required. Must be comfortable facilitating discussions, leading presentations, and representing the team is various forums while tailoring messages to diverse stakeholder groups.
• Strong problem-solving and critical-thinking skills with experience rapidly addressing operational issues, removing barriers, and implementing sustainable solutions to maintain business continuity and drive organizational performance required
• Demonstrated experience leading marketing and communications strategies that drive program awareness, enhance the customer experience, and support best-in-class customer support while ensuring adherence to compliance and regulatory requirements preferred. Proven ability to develop, execute, and optimize stakeholder-facing communications across multiple channels also preferred.
• Prior experience in a call center environment preferred, with a strong understanding of customer service best practices, case management, operational workflows, and delivering a seamless customer experience.
• Proven experience operationalizing FDA regulations and standard operating procedures into efficient, compliant business processes that support organizational goals, enhance operational effectiveness, and mitigate regulatory risk required
• Demonstrated ability to lead complex cross-functional initiatives, cultivate strong partnerships across internal and external stakeholders, and drive alignment on strategic priorities through effective collaboration, communication, and influence without direct authority required
• Strong analytical capabilities with experience synthesizing customer and operational data into meaningful insights that influence business decisions, drive continuous improvement, and support organizational objectives required
• Demonstrated experience managing multiple supplier and vendor partnerships while effectively overseeing budgets, ensuring fiscal responsibility, optimizing resource allocation, and delivering against business objectives required
• Strong ability to contribute to building and maintaining call center culture required
• Exceptional organizational and project management skills, with the ability to effectively prioritize competing demands, manage multiple concurrent initiatives, and adapt quickly to evolving business needs, priorities, and deadlines in a dynamic environment.
• High proficiency with Microsoft PowerPoint and Excel required; comfort in working with Salesforce platforms, reporting tools, and networked call systems preferred
• This role may require up to 10% domestic travel

Be Part of the Future of Oncology

At J&J Innovative Medicine, we’re raising the bar for what it means to care for Patients. Join us in shaping a world where personalized, empathetic healthcare is the norm. Together, we can eliminate cancer and transform lives — starting with yours.

Apply now and be part of a team where your leadership and passion will make all the difference.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center ([email protected]) or contact AskGS to be directed to your accommodation resource.

 

 

Required Skills:

 

 

Preferred Skills:

Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Standard Operating Procedure (SOP), Team Management