Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson Innovative Medicine is recruiting for a Manager of Patient Support Operations, CAR-T, located in Horsham, Pennsylvania.

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

The Patient Engagement and Customer Solutions (PECS) organization serves patients during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges with fulfillment, on-boarding, and adherence. You will be a member of the Patient and Customer Care Solutions Team (PCCS) focused on patient support strategies and call center execution. Together we will work relentlessly to ensure that every eligible CARVYKTI patient who needs support gets support by removing financial barriers to access.

Job Description
As the Manager, Patient Support Operations, CAR-T, you will play a pivotal role in advancing patient access initiatives and ensuring no patient is left behind. You will help design, implement, and optimize scalable operational solutions that address financial and access-related barriers to treatment while supporting sustainable program growth.

This highly visible and multifaceted position combines strategic thinking with operational execution. You will help shape program strategy while leading initiatives that enhance operational effectiveness, service delivery, compliance, and customer experience.

In this role, you will support the day-to-day operations of the CAR-T patient support program and call center, driving operational excellence through the continuous evolution of standard operating procedures (SOPs), work instructions, governance processes, and service delivery workflows. You will identify and implement process improvements that enhance efficiency, scalability, compliance, and the overall customer experience while ensuring the program remains responsive to the evolving needs of patients, caregivers, and treatment centers.

Leveraging data, analytics, and customer insights, you will uncover trends, inform decision-making, and drive continuous improvement initiatives that strengthen program performance and support future growth. You will contribute to the development of business reviews, performance reporting, and operational analysis that help shape strategic priorities and measure success. Additionally, you will lead onboarding and training initiatives for new team members, oversee the call center training curriculum and annual training calendar, and drive effective communication of training programs. As a trusted cross-functional partner, you will collaborate with stakeholders across marketing operations, quality, compliance, and customer experience to deliver key initiatives, address emerging business needs, and implement innovative solutions that optimize program performance and enhance patient access.

In this role, you will work closely with colleagues across a highly matrixed organization, fostering strong partnerships and driving collaboration to achieve shared objectives. You will lead through influence and example, helping to create an environment of accountability, engagement, and continuous improvement.

You will also play an important role in supporting the coaching, development, and success of the call center team by promoting best practices, encouraging professional growth, and helping cultivate a positive, patient-focused culture. Through your leadership, you will contribute to building an energized, high-performing team that remains committed to delivering exceptional support to patients and healthcare providers.

A Day in the Life

In this highly visible role, you will balance compassionate leadership with operational excellence, ensuring that the highest standards of service, compliance, and patient-centered support are consistently delivered. You will serve as a key partner in driving program performance, advancing innovative solutions, and enhancing the experience of patients, caregivers, and treatment centers.

Responsibilities

• Drive Operational Excellence
  Support patient support operations with a focus on service quality, operational efficiency, and performance management. Monitor key performance indicators, ensure consistent execution of processes, and drive the achievement of business objectives that remove access barriers, strengthen treatment center partnerships, and deliver timely, coordinated support to patients and caregivers.
• Lead Innovation and Continuous Improvement
  Identify, champion, and implement innovative solutions that enhance operational effectiveness, improve the customer experience, and optimize call center performance. Leverage emerging technologies, data-driven insights, and process enhancements to increase efficiency, scalability, and long-term program success while challenging traditional ways of working.
• Advance Training and Capability Development
  Lead onboarding and training initiatives for new employees while supporting ongoing cross-functional learning and development. Oversee training content creation, e-learning module development, and execution of the master training calendar and communication strategy to ensure organizational readiness and capability building.
• Deliver Data-Driven Insights and Performance Reporting
  Support the development, monitoring, and analysis of key performance indicators that drive operational excellence and support future program growth. Generate actionable insights and recommend opportunities to improve data quality, reporting accuracy, and overall program performance.
• Strengthen Program Awareness and Strategic Communications
  Support the development and execution of patient and treatment center-facing communications and marketing initiatives in collaboration with the Associate Director, brand partners, agency partners, and cross-functional stakeholders. Ensure communications effectively promote program awareness, engagement, and adoption.
• Champion Quality, Compliance, and Customer Experience
  Develop deep program expertise and partner closely with Operations, Legal, Compliance, and cross-functional teams to ensure program execution aligns with governance requirements, SOPs, Work Instructions, and company policies. Drive proactive risk mitigation through effective planning, issue resolution, and disciplined project management practices.

Qualifications

• Bachelor's degree required, advanced degree preferred.
• A minimum of 5 years of relevant experience is required; minimum of 3 years of pharmaceutical industry experience preferred, including experience in patient support, customer support, access and affordability, business operations, marketing, communications, or related customer experience strongly preferred.
• Strong problem-solving and critical-thinking skills with experience rapidly addressing operational issues, removing barriers, and implementing sustainable solutions to maintain business continuity and drive organizational performance required
• Demonstrated experience supporting marketing and/or communication strategies required.
• Prior experience in a call center environment preferred, with a strong understanding of customer service best practices, case management, operational workflows, and delivering a seamless customer experience.
• Proven experience operationalizing FDA regulations and standard operating procedures into efficient, compliant business processes that support organizational goals, enhance operational effectiveness, and mitigate regulatory risk required.
• Demonstrated ability to lead cross-functional initiatives, cultivate strong partnerships across internal and external stakeholders, and drive alignment on strategic priorities through effective collaboration, communication, and influence without direct authority required.
• Strong analytical capabilities with experience synthesizing customer and operational data into meaningful insights that influence business decisions, drive continuous improvement, and support organizational objectives required.
• Strong ability to contribute to building and maintaining call center culture required.
• Exceptional organizational and project management skills, with the ability to effectively prioritize competing demands, manage multiple concurrent initiatives, and adapt quickly to evolving business needs, priorities, and deadlines in a dynamic environment required.
• High proficiency with Microsoft PowerPoint and Excel required; comfort in working with Salesforce platforms, reporting tools, and networked call systems preferred.
• Model ethical, Credo-based leadership and integrity and help to support an inclusive working environment.
• Hybrid position is based in Horsham, PA with 3-day in-person requirement plus occasional travel to other J&J facilities including Titusville, NJ. 10% domestic travel required.

Required Skills:

Preferred Skills: