Director, Patient Support Solutions – CAR-T - Johnson & Johnson HCS, Inc

6077-Johnson & Johnson HCS Inc. Legal Entity; Horsham (PA); On-site; USD 180,000 - 240,000; Full time

Job summary

Johnson & Johnson Innovative Medicine seeks a Director for Patient Support Solutions – CAR-T in Horsham, PA. Lead the MyCARVYKTI Patient Support Program, ensuring eligible patients and care partners receive personalized support throughout treatment, while guiding a high-performing team and aligning with Credo principles.

You will shape strategy, manage budgets, and partner across Commercial, Medical Affairs, Legal, and Technology to remove access barriers and deliver an exceptional patient

Qualifications

• Bachelor's degree required; advanced degree preferred.
• 8+ years of progressive pharmaceutical/biotech/healthcare experience.
• 4+ years of people leadership experience.
• Experience leading patient support, access & affordability, customer experience, or related functions.
• Experience leading cross-functional initiatives and navigating regulatory requirements.

Responsibilities

• Lead an inclusive, patient-focused call center organization aligned with Credo.
• Oversee patient support operations, performance management, and compliance.
• Develop and execute program strategies aligned with business priorities and customer needs.
• Build partnerships across Commercial, Medical Affairs, Legal, Compliance, Technology, and treatment centers.
• Manage budgeting, forecasting, resource allocation, and vendor management to balance customer experience with financial stewardship.
• Drive innovation using data, technology, and AI-enabled capabilities to improve operations.

Skills

Leadership

Stakeholder management

Regulatory compliance

Analytics

PowerPoint & Excel

Presentation skills

Education

Bachelor's degree

Advanced degree preferred

Tools

Salesforce

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Details

• Job Function: Customer Management
• Job Sub Function: Customer Service Operations
• Job Category: People Leader
• 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.

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

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.

Johnson & Johnson is an 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, disability, protected veteran status or other characteristics protected by federal, state or local law.

We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please contact us via https://www.jnj.com/contact-us/careers or contact AskGS to be directed to your accommodation resource.

At Johnson & Johnson,we believe health is everything. Our strengthinhealthcare…