Patient Support Operations Supervisor

Johnson & Johnson Innovative Medicine•Horsham, PA

1d•Hybrid

About The Position

J&J Innovative Medicine is recruiting a Patient Support Operations Supervisor for MyCARVYKTI Patient Support call center operations. This role oversees day-to-day training, program governance, compliance activities, process execution, and continuous improvement, maintaining the guidance and tools needed for consistent team performance. The supervisor supports operational execution, identifies and addresses issues, and keeps workstreams on track through data-informed decisions, clear communication, and collaboration with partners. The role is based in Horsham, Pennsylvania, and is hybrid, with a three-day in-person requirement and occasional travel to other J&J facilities, including Titusville, New Jersey. Up to 10% domestic travel is required.

Requirements

Bachelor’s degree or higher.
At least three years of experience in patient support operations, program coordination, healthcare operations, or a related role.
Experience in the pharmaceutical, biotechnology, or healthcare industry.
Experience coordinating operational workstreams, timelines, deliverables, and cross-functional partners.
Experience developing or maintaining SOPs, Work Instructions, Call Guides, or related operational materials.
Experience coordinating training, onboarding, or operational readiness activities.
Ability to review operational information, identify issues or improvement opportunities, and support practical solutions.
Strong organization, problem-solving, communication, and collaboration skills, including ability to manage competing priorities and contribute to a respectful, service-oriented work environment.
Proficiency in Microsoft PowerPoint, Excel, and Word.

Nice To Haves

Call center experience and a strong understanding of customer service best practices, case management, operational workflows, and seamless customer experience.
Experience with compliance monitoring, quality assurance, or call center auditing.
Experience supporting technology, workflow, or operational efficiency improvements.
Experience with Salesforce or another customer relationship management platform.

Responsibilities

Lead day-to-day operational coordination across the MyCARVYKTI Patient Support call center, setting priorities, ownership, timelines, and follow-through.
Support workforce planning and scheduling to meet operational needs.
Monitor performance, identify improvement opportunities, and support actions to strengthen quality, efficiency, and team performance.
Review and maintain program SOPs, Work Instructions, Call Guides, and related operational materials.
Conduct case audits, call monitoring, and other compliance activities; identify trends, address gaps, and reinforce consistent execution.
Monitor adherence to program materials and coordinate action when risks or gaps are identified.
Manage governance and compliance deliverables through completion, including accurate documentation, timely decisions, and closed-loop follow-up.
Identify workflow, technology, and efficiency opportunities, including Salesforce enhancements and risk-mitigation needs.
Define operational requirements, assess impacts and dependencies, and coordinate implementation with business, technology, and supplier partners.
Support implementation of operational solutions and reinforce consistent execution across the team.
Coordinate training activities and communicate operational expectations and program requirements.
Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
Identify training needs and coordinate refresher or remediation activities with appropriate partners.
Build partnerships with call center leaders, internal stakeholders, and external suppliers to align priorities and enable execution.
Clarify roles, decisions, deliverables, dependencies, and timelines; proactively escalate risks and remove barriers.
Provide concise, audience-appropriate updates that maintain alignment, support decisions, and drive accountability.
Model inclusive leadership, respectful collaboration, continuous learning, and shared accountability.
Create opportunities for feedback, recognition, development, and team connection.