Associate Director, Patient Support Data & Analytics & Eligibility Operations CAR-T
About The Position
At Johnson & Johnson Innovative Medicine, what matters most is helping people live full and balanced lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. We pursue the most promising science, wherever it might be found. J&J Innovative Medicine delivers on the promise of new treatments and ways to improve the lives of individuals with serious diseases. Built upon a legacy of creative firsts, J&J Innovative Medicine pursues advancing patient care with immunology and oncology solutions. Ciltacabtagene autoleucel (cilta-cel/JNJ-4528) is J&J Innovative Medicine’s novel, cell-therapy treatment whereby a patient’s immune cells are collected, shipped to the manufacturer, and genetically modified to be reinfused as a drug product into the patient. CAR-T requires a high degree of coordination across supply chain/commercial organizations and the hospital administering this treatment.
Requirements
- Bachelor’s degree required
- Minimum of 8 years of relevant experience required
- High proficiency with Microsoft PowerPoint and Excel required
- Strong verbal and written communication, analytical, and problem-solving skills required
- Ability to understand, apply, and comply with applicable FDA regulations and company operating procedures, processes, policies, and requirements required
- Demonstrated ability to collaborate in a cross-functional environment, motivate and empower team members, and set and manage expectations required
- Demonstrated ability to resolve conflict, influence teams, and build relationships to achieve organizational objectives required
- Strong project management skills with the ability to manage multiple priorities and deliver with urgency required
- Ability to remain calm, professional, compassionate, and empathetic in stressful or urgent situations required
- Ability to lead situationally without direct authority and influence stakeholders in a matrixed organization required
- Strong ability to contribute to building and maintaining call center culture required
Nice To Haves
- Advanced degree preferred
- Minimum of 3 years of pharmaceutical industry experience preferred, including experience in data and analytics, finance, business operations, patient support, or related functions
- Previous people-leading experience preferred
Responsibilities
- Lead daily operations for the Patient Support Eligibility Specialist team, including KPI/SLA performance, service quality, issue resolution, and continuous improvement
- Manage, coach, and develop direct reports, indirect reports, and contractors through ongoing feedback, performance reviews, and individualized development plans
- Develop training resources, reusable templates, and coaching forums to strengthen team capability in Workday, Salesforce, Tableau, data literacy, goals and objectives, and development planning
- Lead budget, capacity, and staffing planning, including business cases, forecasts, headcount recommendations, and OPEX analyses aligned to patient growth and program objectives
- Establish reporting cadences, data definitions, governance practices, and centralized file structures to improve data consistency, transparency, and decision-making
- Design and enhance Tableau dashboards, Salesforce reports, KPI scorecards, and real-time analytics to enable self-service insights and proactive performance management
- Develop agent-facing reporting and performance tools that support coaching, quality improvement, supervisor review cadences, and proactive outreach
- Translate operational, affordability, and patient support data into insights, recommendations, and business cases that improve access, service delivery, and efficiency
- Identify and implement automation and process improvement opportunities, including API-enabled workflows, integrated reporting, data lake capabilities, and reduced manual tracking
- Partner with cross-functional teams, vendors, and external service providers to improve data accuracy, align expectations, and strengthen service delivery
- Represent call center operations in cross-functional forums, leadership discussions, customer insights activities, QBRs, and stakeholder updates
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What This Job Offers
Job Type
Full-time
Career Level
Manager
