Associate Director of Call Center Operations CAR-T (Horsham, PA)-Johnson & Johnson HCS, Inc.

Johnson & Johnson; Horsham; On-site; GBP 60,000 - 100,000; Full time

Job description

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

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:

We are searching for the best talent for the Associate Director of Call Center Operations CAR-T, located in Horsham, PA.

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.

Our Oncology team is focused on the elimination of cancer by discovering new pathways and modalities to finding treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

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, onboarding, and adherence. You will be a member of the Patient and Customer Care Solutions Team focused on helping to support patients and care partners through their treatment journey by removing financial barriers.

We are looking for an exceptional Associate Director to join our CAR-T team, where science meets operational excellence, and every day is an opportunity to improve processes, support patient-focused outcomes, and deliver data-driven solutions. Our groundbreaking CAR-T therapy, ciltacabtagene autoleucel (cilta-cel), is a cutting-edge cancer treatment. By joining our team, you will play a pivotal role in advancing operational efficiency and leveraging data insights to ensure seamless patient support delivery.

As the Associate Director of Call Center Operations CAR-T, you will focus on enhancing patient and care partner engagement by driving strategic marketing initiatives to support the MyCARVYKTI Patient Support Solutions program. You will lead the execution of the marketing and communication components associated with the program, supporting patient and caregiver engagement throughout the journey. In this role, you will work to identify opportunities to improve, streamline, and enhance operational performance within the call center to enhance operational outcomes. You will have an opportunity to independently manage projects and execute measurable solutions to support program efficiency and consistency within our daily program processes. You will play a critical role in leading the call center governance strategy and execution ensuring compliance with all processes as per the standard operating procedures. Finally, you will represent the team during the annual business planning process which includes collaborating with commercial partners and leading the team through the process to delivering a final approved plan.

You will be responsible for:

• Spearheading patient support marketing strategy to ensure alignment with strategic business objectives and drive customer awareness and increase program engagement
• Championing the management of marketing operations to ensure seamless execution while adhering to rigorous compliance standards
• Leading and inspiring our agency partners in the development of essential program assets that empower our field teams, treatment center partners, care partners, and patients
• Developing and executing a comprehensive communication strategy to optimize stakeholder engagement and program visibility, in alignment with our standard operating procedures
• Driving advancements by proactively identifying and implementing cutting-edge technology advancements that enhance call center efficiency, positioning the program to meet the evolving needs of customers
• Utilizing AI tools to strategically drive accountability and enhance compliance monitoring, risk detection, and reporting processes in the call center
• Forging strong partnerships with compliance and legal teams to ensure all patient interactions and materials meet industry regulations and ethical standards
• Leading business planning efforts, focusing on long-term strategies to amplify call center scalability and operational efficiency
• Establishing and overseeing best practices for tracking and analyzing call center interactions to maintain quality and compliance
• Overseeing program material printing & shipping fulfillment to ensure patients & care partners, treatment centers, field teams, etc. have timely access to all necessary resources

Qualifications / Requirements:

• BA/BS required; advanced degree preferred
• Minimum of 8 years of pharmaceutical, biotech, or other related professional experience required
• Experience in building a strategic marketing and communication plan grounded in data and customer insights that deliver measurable results required
• Experience in developing comprehensive and impactful recommendations and solutions that drive key decisions required
• Experience identifying and executing measurable operational efficiencies required, specific to a call center environment preferred
• Demonstrated ability to identify, define, and solution against key business challenges required
• Experience in patient support, customer service, or collaborating directly with customers required, including the handling of sensitive information preferred
• Exceptional oral and written communication skills, with the ability to collaborate effectively across virtual, cross-matrix teams and demonstrate patient empathy and support required
• Strong organizational skills, including the ability to prioritize tasks, manage multiple high-volume projects/workstreams, and adapt to evolving program needs required
• Proven success partnering across a commercial organization to integrate insights and recommendations into translatable actions preferred
• Experience in compliance monitoring, quality assurance, data governance, and SOP adherence preferred
• Prior experience in people management, including team leadership, performance evaluation, and staff development preferred

Johnson & Johnson is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.