Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
People Leader

All Job Posting Locations:
Charlotte, North Carolina, United States, Dallas, Texas, United States, 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:

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

We are searching for the best talent for a Director of PSC Operations to be located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Dallas, TX; Orlando, FL; Phoenix, AZ; Horsham, PA; or Titusville, NJ.

Purpose:

The Director of Patient Service Center (PSC) Operations will collaborate closely with the Sr. Director of Operations in shaping and executing the strategic vision, providing operational leadership for all services and driving accountability for performance across a large and highly matrixed team of Leadership and Agents. The Director will focus on delivering integrated patient support solutions, ensuring optimal access to medications, and driving operational excellence and growth across the organization.

Key Responsibilities:

• Help define and execute the strategic vision and growth plans for Patient Service Center (PSC) in partnership with executive leadership.
• High touch communication and collaboration with stakeholders from PECS Solutions, Compliance, JJIT and Commercial Lead partners.
• Lead the development and implementation of innovative PSC support programs, including access, education, reimbursement, and copay assistance.
• Oversee daily PSC operations, including patient access, call center, data management, and client services, ensuring efficiency and scalability.
• Ensure compliance with all regulatory requirements (e.g., HIPAA, FDA) and industry standards.
• Serve as a subject matter expert for pharmaceutical clients, ensuring satisfaction and long-term partnerships.
• Manage budgets, financial targets, and resource allocation for HUB Services.
• Monitor KPIs and drive continuous improvement in service delivery and accountability.
• Mentor and develop PSC leadership and staff, fostering professional growth and a high-performance culture.
• Travel up to 25% of the time.
• Other duties as assigned.

Required Qualifications:

• Bachelor's degree required (healthcare, business, or related field).
• A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, or specialty pharmacy services.
• A minimum of 5 years of experience managing contact center services or patient access programs, including operational leadership and client-functional and/or client-facing responsibilities
• Proven ability to deliver innovative solutions and drive operational excellence.
• Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., HIPAA, FDA), and patient access challenges.
• Experience in specialty areas such as Oncology, Immunology, or rare diseases.
• Proven track record managing budgets, operational metrics, and delivering innovative solutions.
• Exceptional leadership and team management skills, including experience leading cross-functional teams.
• Excellent written and verbal communication skills, with the ability to interact effectively with internal and external stakeholders at all levels
• Strong understanding of data analytics and digital tools used in HUB operations.

Preferred Qualifications:

• Master's degree, MBA, or other relevant graduate degree.

• Experience with Commercial, Medicare, and Medicaid insurance design and patient out-of-pocket dynamics.
• Experience in developing and implementing patient support, access services, and copay assistance programs.
• Vendor management experience and oversight of external contact center and/or eService vendors.
• Experience collaborating with senior leadership and cross-functional teams to align HUB initiatives with broader organizational goals.
• Experience in a fast-paced, highly regulated environment with a focus on continuous improvement and operational scalability.

#Li-Remote

Required Skills:

Preferred Skills:
Continuous Improvement, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Service Philosophy, 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

The anticipated base pay range for this position is :
$150,000.00 - $258,750.00

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

For additional general information on Company benefits, please go to: - https://www.careers.jnj.com/employee-benefits