Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America
Job Description:
About Innovative Medicine
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.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
Learn more at https://www.jnj.com/innovative-medicine
Johnson & Johnson Innovative Medicine is recruiting for an Associate Director of Process Design & Optimization located in Pittsburgh, PA; Raleigh, NC; Orlando, FL; Phoenix, AZ; Horsham PA or Titusville NJ.
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.
Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.
Learn more at https://www.jnj.com/innovative-medicine
Purpose:
The Associate Director, Process Design & Optimization will lead the strategic evolution of end-to-end patient support service models, ensuring alignment with enterprise objectives and long-term growth priorities. This role is accountable for shaping and delivering components of the strategic roadmap through cross-functional leadership, driving scalable process design, and optimizing operational performance across HUB and pharmacy ecosystems.
This leader will operate with a high degree of autonomy, translating business strategy into sustainable operating models and process standards that improve patient and agent experience while delivering measurable business outcomes. The role will partner with cross-functional partners to ensure workflows and technologies are optimized; and HUB and pharmacy operations are running synergistically.
The Associate Director will partner closely with the Immunology and Oncology Contact Center Innovation & Implementation teams to drive the successful pull through strategic initiatives aimed at establishing an AI-powered contact center, managed by exceptional talent, delivering a personalized, quick, seamless, and consistent patient experience.
Responsibilities:
- Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals
- Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys
- Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs.
- Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects.
- Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners.
- Provide directional leadership, enabling project teams to deliver on defined objectives.
- Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow or referrals between systems, and liaise with technology teams on ways to optimize.
- Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations.
- Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements.
- Coach teams on structured problem solving, process thinking, and change adoption.
- Serve as submission owner through demand intake process.
- Up to 25% travel.
- Other duties assigned based on staffing, coverage, and program implementation needs.
Required Qualifications:
- Bachelor's Degree
- A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations
- Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services)
- Demonstrated ability to solve problems, design and successfully deploy workflow enhancements
- Strong written and verbal communication skills; ability to synthesize complex work into executive-ready updates
Preferred Qualifications:
- Lean / Six Sigma (Green Belt or Black Belt), Design Thinking, Human-Centered Design, or comparable process excellence certification.
- Experience with journey mapping, service blueprinting, and agent workflow design in Visio.
- Familiarity with healthcare/patient services compliance concepts (privacy, documentation standards, quality management practices).
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
The anticipated base pay range for this position is :
$122,000.00 - $212,750.00
Additional Description for Pay Transparency:
Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).
This position is eligible to participate in the Company’s long-term incentive program.
Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period10 days
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year
