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:
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.
The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. We partner with the Oncology team to support their focus on the elimination of cancer by discovering new pathways and modalities to find treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.
Learn more at https://www.jnj.com/innovative-medicine
We are searching for the best talent for the Director, Patient Support Solutions – CAR-T located in Horsham, PA.
As the Director, Patient Support Solutions – CAR-T, you will lead the MyCARVYKTI® Patient Support Program with a mission to ensure eligible patients and care partners receive the personalized support they need throughout their treatment experience. Through compassionate leadership, operational excellence, and strategic innovation, you will guide a team dedicated to helping remove financial barriers, simplifying access to support services, and delivering an exceptional experience for patients, caregivers, and treatment centers. This role offers a unique opportunity to combine purpose-driven work with call center leadership while making a lasting impact on the lives of those we serve.
You will be responsible for:
- Leading and Developing a High-Performing Team: Lead an inclusive, patient-focused call center organization grounded in accountability, collaboration, compliance, and Our Credo. Develop leaders and team members while aligning workforce capacity, hiring, training, and resources with program needs.
- Delivering Operational Excellence: Oversee patient support operations, performance management, service quality, and regulatory compliance. Establish key performance indicators, strengthen execution, and ensure timely, coordinated support that helps remove access barriers.
- Shaping Program Strategy and Performance: Develop and execute strategies aligned with business priorities and customer needs. Lead annual planning, monitor performance, and incorporate customer insights to improve the program’s effectiveness, scalability, and long-term sustainability.
- Building Strategic Partnerships: Serve as the primary patient support leader across Commercial, Medical Affairs, Legal, Compliance, Technology, Alliance partners, treatment centers, and other stakeholders. Build alignment, resolve barriers, and influence decisions that enable successful execution.
- Managing Financial and Business Performance: Lead budgeting, forecasting, resource allocation, and vendor management. Balance customer experience, operational performance, compliance, and financial stewardship while providing clear insights to senior leadership.
- Driving Innovation and Transformation: Use data, technology, AI-enabled capabilities, and process improvement to enhance customer experience and operational performance. Lead change initiatives that strengthen organizational capabilities and challenge traditional ways of working.
Qualifications
- Bachelor's degree required; advanced degree preferred.
- Minimum of 8 years of progressive experience within pharmaceutical, biotechnology, healthcare, or related industries required. Experience in patient support services, access and affordability, customer experience, commercial operations, business operations, or related functions preferred.
- Minimum of 4 years of people leadership experience required, including a demonstrated track record of building high-performing teams, developing leaders, fostering employee engagement, and creating an inclusive, accountable, and customer-focused culture. Experience managing leaders of leaders and teams of more than fifteen (15) employees preferred.
- Demonstrated ability to develop and execute business strategies required, translating organizational priorities into operational plans and delivering measurable results through effective decision-making, resource allocation, and performance management.
- Proven experience leading organizational change, continuous improvement, and transformation initiatives required, including successfully implementing new processes, technologies, and ways of working while maintaining employee engagement and operational performance.
- Exceptional communication, presentation, and stakeholder management skills required, with the ability to effectively communicate complex information, influence decision-making, facilitate discussions, and deliver executive-level presentations across diverse stakeholder groups.
- Demonstrated ability to lead complex cross-functional initiatives required, building strong partnerships across internal and external stakeholders and driving alignment through collaboration and influence without direct authority.
- Strong analytical, strategic thinking, and problem-solving capabilities required, with experience leveraging operational and customer data to generate actionable insights, remove barriers, support business decisions, and drive continuous improvement.
- Demonstrated experience managing budgets, supplier and vendor partnerships, and financial performance required, including forecasting, resource allocation, fiscal stewardship, and delivering against business objectives.
- Proven experience operationalizing regulatory and compliance requirements required, including FDA regulations, HIPAA requirements, and Standard Operating Procedures (SOPs) to ensure compliant, efficient, and scalable business processes.
- Exceptional organizational and project management skills required, with the ability to manage multiple priorities, adapt to changing business needs, and successfully execute complex initiatives in a dynamic environment.
- High proficiency with Microsoft PowerPoint and Excel required; experience with Salesforce, reporting platforms, and customer support technologies preferred.
Preferred Qualifications
- Experience supporting complex therapies, specialty products, oncology, cell and gene therapies, rare disease, or other high-touch patient support models preferred.
- Prior call center or customer support operations experience preferred, including knowledge of case management, workforce planning, customer service best practices, and operational performance management.
- Experience developing marketing, communication, and engagement strategies preferred, including stakeholder-facing communications that enhance program awareness and customer experience.
- Experience leveraging digital solutions, automation, AI-enabled capabilities, and emerging technologies to improve operational efficiency and customer experience preferred.
- Demonstrated commitment to learning emerging technologies, such as AI, through exploration, iteration, and apply new tools over time
- Experience building team AI literacy and confidence, reinforcing trusted and responsible AI use and sound judgement
At J&J Innovative Medicine, we’re raising the bar for what it means to care for Patients. Join us in shaping a world where personalized, empathetic healthcare is the norm. Together, we can eliminate cancer and transform lives — starting with yours.
Apply now and be part of a team where your leadership and passion will make all the difference.
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
