Job Function: Customer Management
Job Sub Function: Patient Education
Job Category:People Leader
All Job Posting Locations:Horsham, Pennsylvania, United States of America
Job Description:J&J Innovative Medicine is recruiting for a Patient Support Operations Supervisor, CAR-T, located in Horsham, Pennsylvania.
Job DescriptionWe're looking for a
Patient Support Operations Supervisor to oversee key aspects of MyCARVYKTI Patient Support call center operations. This role will lead day-to-day training, program governance, compliance activities, process execution, and continuous improvement while maintaining the guidance and tools the team needs to perform consistently.
As the Operations Supervisor, you will support day-to-day execution, identify and address operational issues, and help keep workstreams on track. Through thoughtful use of data, clear communication, and collaboration with key partners, you will support team performance and help deliver a consistent, high-quality experience for patients and care partners throughout the treatment journey.
You will be responsible for:Call Center Operations- Lead day-to-day operational coordination across the MyCARVYKTI Patient Support call center, establishing clear priorities, ownership, timelines, and follow-through.
- Support workforce planning and scheduling to meet operational needs.
- Monitor operational performance, identify improvement opportunities, and support actions that strengthen quality, efficiency, and team performance.
- Own the review and maintenance of program SOPs, Work Instructions, Call Guides, and related operational materials.
Program Governance and Compliance- Conduct case audits, call monitoring, and related compliance activities to identify trends, address gaps, and reinforce consistent program execution.
- Monitor alignment with program SOPs, Work Instructions, and Call Guides; clarify expectations and coordinate action when risks or gaps are identified.
- Manage governance and compliance deliverables through completion, ensuring accurate documentation, timely decisions, and closed-loop follow-up.
Technology and Process Optimization- Identify workflow, technology, and efficiency opportunities across call center operations, including Salesforce enhancements and risk-mitigation needs.
- Define operational requirements, assess impacts and dependencies, and coordinate implementation with business, technology, and supplier partners.
- Support implementation of operational solutions and reinforce consistent execution across the team.
Training- Coordinate training activities and communicate operational expectations and program requirements.
- Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
- Identify training needs and coordinate refresher or remediation activities with the appropriate partners.
Cross-Functional Leadership- Build strong partnerships with call center leaders, internal stakeholders, and external suppliers to align priorities and enable effective execution.
- Clarify roles, decisions, deliverables, dependencies, and timelines; proactively escalate risks and remove barriers to progress.
- Provide concise, audience-appropriate updates that maintain alignment, support decisions, and drive accountability.
Culture and Inclusion- Model inclusive leadership, respectful collaboration, continuous learning, and shared accountability.
- Create meaningful opportunities for feedback, recognition, development, and team connection.
Required Qualifications- Bachelor's degree or higher and at least three years of experience in patient support operations, program coordination, healthcare operations, or a related role required.
- Experience in the pharmaceutical, biotechnology, or healthcare industry required.
- Experience coordinating operational workstreams, timelines, deliverables, and cross-functional partners required.
- Experience developing or maintaining SOPs, Work Instructions, Call Guides, or related operational materials required.
- Experience coordinating training, onboarding, or operational readiness activities required.
- Ability to review operational information, identify issues or improvement opportunities, and support practical solutions required.
- Strong organization, problem-solving, communication, and collaboration skills, with the ability to manage competing priorities and contribute to a respectful, service-oriented work environment required.
- Proficiency in Microsoft PowerPoint, Excel, and Word required.
- Hybrid position based in Horsham, PA, with a three-day in-person requirement and occasional travel to other J&J facilities, including Titusville, NJ. Up to 10% domestic travel required.
Preferred Qualifications- 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.
- Experience with compliance monitoring, quality assurance, or call center auditing preferred.
- Experience supporting technology, workflow, or operational efficiency improvements preferred.
- Experience with Salesforce or another customer relationship management platform preferred.
Required Skills: Preferred Skills:Clinical Data Management, Clinical Research and Regulations, Confidentiality, Customer Support Operations, Customer Support Trends, Developing Others, Empathy, Inclusive Leadership, Leadership, Medical Communications, Operations Management, Patient Account Management, Patient Counseling, Patient Enrollment Standards and Regulations, Program Management, Stakeholder Engagement, Strategic Thinking, Team Management
