Manager, Patient Support Operations, CAR-T

Johnson & Johnson•Horsham, PA

2d•Hybrid

About The Position

Johnson & Johnson Innovative Medicine is recruiting for a Manager of Patient Support Operations, CAR-T, located in Horsham, Pennsylvania. The Patient Engagement and Customer Solutions (PECS) organization serves patients during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges with fulfillment, on-boarding, and adherence. The role focuses on patient support strategies and call center execution, aiming to ensure that every eligible CARVYKTI patient who needs support gets support by removing financial barriers to access. The mission is to drive the health of everyone in the world through collaboration.

Requirements

Bachelor’s degree required, advanced degree preferred.
A minimum of 5 years of relevant experience is required.
Minimum 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.
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 supporting marketing and/or communication strategies required.
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 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.
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 required.
High proficiency with Microsoft PowerPoint and Excel required.
Model ethical, Credo-based leadership and integrity and help to support an inclusive working environment.

Nice To Haves

Comfort in working with Salesforce platforms, reporting tools, and networked call systems preferred.

Responsibilities

Drive Operational Excellence: Support patient support operations with a focus on service quality, operational efficiency, and performance management. Monitor key performance indicators, ensure consistent execution of processes, and drive the achievement of business objectives that remove access barriers, strengthen treatment center partnerships, and deliver timely, coordinated support to patients and caregivers.
Lead 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 enhancements to increase efficiency, scalability, and long-term program success while challenging traditional ways of working.
Advance Training and Capability Development: Lead onboarding and training initiatives for new employees while supporting ongoing cross-functional learning and development. Oversee training content creation, e-learning module development, and execution of the master training calendar and communication strategy to ensure organizational readiness and capability building.
Deliver Data-Driven Insights and Performance Reporting: Support the development, monitoring, and analysis of key performance indicators that drive operational excellence and support future program growth. Generate actionable insights and recommend opportunities to improve data quality, reporting accuracy, and overall program performance.
Strengthen Program Awareness and Strategic Communications: Support the development and execution of patient and treatment center-facing communications and marketing initiatives in collaboration with the Associate Director, brand partners, agency partners, and cross-functional stakeholders. Ensure communications effectively promote program awareness, engagement, and adoption.
Champion Quality, Compliance, and Customer Experience: Develop deep program expertise and partner closely with Operations, Legal, Compliance, and cross-functional teams to ensure program execution aligns with governance requirements, SOPs, Work Instructions, and company policies. Drive proactive risk mitigation through effective planning, issue resolution, and disciplined project management practices.