Senior Associate Director, PSC Operations

Johnson & Johnson Innovative Medicine; Phoenix (AZ); On-site; USD 150,000 - 190,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is seeking an Associate Director, Patient Service Center (PSC) Operations to lead a large, multi-site team delivering compliant patient services with excellence. You will drive operational performance, oversee SLAs, and ensure data-driven improvements across programs, while navigating a matrix organization and regulatory requirements.

Up to 25% travel to Pittsburgh, PA and other sites may be required.

Qualifications

• Bachelor’s degree in life sciences, business, healthcare administration or related field.
• 7–10 years of progressive experience in patient services or healthcare industry roles.
• Proven leadership skills in a matrix environment with cross functional teams.
• Strong analytical skills and experience with data analytics and performance reporting.

Responsibilities

• Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction.
• Oversee day-to-day operations, ensuring adherence to policies, procedures, and SLAs.
• Monitor KPIs and identify areas for operational improvement.
• Ensure operations follow industry regulations and company standards.
• Collaborate with cross-functional teams and external partners to streamline processes.

Skills

Leadership

Data analytics

Cross-functional collaboration

Communication

Education

Bachelor’s degree

Tools

CRM platforms

Microsoft Office

Call center software

Job description

Johnson & Johnson Innovative Medicine is seeking an Associate Director, Patient Service Center (PSC) Operations to lead a large, multi-site team delivering compliant patient services with excellence. You will drive operational performance, oversee SLAs, and ensure data-driven improvements across programs, while navigating a matrix organization and regulatory requirements.

Up to 25% travel to Pittsburgh, PA and other sites may be required.