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:Johnson & Johnson Innovative Medicine is recruiting for an Associate Director, Patient Support Data & Analytics & Eligibility Operations CAR-T, Patient Support Solutions Team, located in Horsham, Pennsylvania.
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.
Job descriptionThe Associate Director, Data & Analytics - Patient Support Data and Analytics & Eligibility Operations is responsible for leading operational performance, reporting strategy, analytics, talent development, and continuous improvement within the CAR-T Patient Support Solutions organization. This role provides leadership across call center operations, KPI/SLA management, scalable reporting infrastructure, workforce capability development, and data-driven decision-making. The position partners closely with internal teams, technology partners, supplier partners, and external stakeholders to improve service delivery, strengthen financial and operational stewardship, and enhance the patient, caregiver, provider, and stakeholder experience.
A day in the lifeEach patient's healthcare experience is unique and may be shaped by personal circumstances, support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to initiate CAR-T therapy is highly personal. J&J Innovative Medicine is committed to delivering an experience that is empathetic, supportive, and responsive to the needs of patients and caregivers. The role supports the MyCARVYKTI Patient Support Program and call center team, and is contained with the PECS organization.
Key roles & 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
Note: This description is not intended to be an exhaustive listing of all duties and responsibilities. Additional duties may be assigned as business needs require.
About youThe successful candidate will demonstrate compassion, sound judgment, operational discipline, and a commitment to delivering a best-in-class support experience for patients, caregivers, and providers. This individual will be comfortable operating in a highly visible, accountable role and will thrive in a fast-paced environment focused on building new capabilities, improving processes, and advancing patient-centered outcomes.
Qualifications- Bachelor's degree required; advanced degree preferred.
- Minimum of 8 years of relevant experience required; minimum of 3 years of pharmaceutical industry experience preferred, including experience in data and analytics, finance, business operations, patient support, or related functions.
- 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. Previous people-leading experience preferred.
- 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 maintaing call center culture required.
- Position is based in Horsham, Pennsylvania; up to 10% domestic travel required.
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
