Associate Director, Patient Support Data & Analytics & Eligibility Operations CAR-T

Associate Director, Patient Support Data & Analytics & Eligibility Operations (CAR‑T)

Location:

Horsham, Pennsylvania, United States

Johnson & Johnson Innovative Medicine is seeking an Associate Director to lead operational performance, analytics, and eligibility operations within the CAR‑T Patient Support Solutions organization.

• Lead daily operations for the Patient Support Eligibility Specialist team, including KPI/SLA performance, service quality, issue resolution, and continuous improvement.
• Manage, coach, and develop direct and indirect reports, as well as contractors, through ongoing feedback, performance reviews, and individualized development plans.
• Develop training resources, reusable templates, and coaching forums to strengthen team capability in Workday, Salesforce, Tableau, data literacy, goals and objectives, and development planning.
• Lead budget, capacity, and staffing planning, including business cases, forecasts, headcount recommendations, and OPEX analyses aligned to patient growth and program objectives.
• Establish reporting cadences, data definitions, governance practices, and centralized file structures to improve data consistency, transparency, and decision‑making.
• Design and enhance Tableau dashboards, Salesforce reports, KPI scorecards, and real‑time analytics to enable self‑service insights and proactive performance management.
• Develop agent‑facing reporting and performance tools that support coaching, quality improvement, supervisor review cadences, and proactive outreach.
• Translate operational, affordability, and patient support data into insights, recommendations, and business cases that improve access, service delivery, and efficiency.
• Identify and implement automation and process‑improvement opportunities, including API‑enabled workflows, integrated reporting, data lake capabilities, and reduced manual tracking.
• Partner with cross‑functional teams, vendors, and external service providers to improve data accuracy, align expectations, and strengthen service delivery.
• Represent call‑center operations in cross‑functional forums, leadership discussions, customer insights activities, QBRs, and stakeholder updates.

Note:

This description is not intended to be an exhaustive listing of all duties and responsibilities. Additional duties may be assigned as business needs require.

• Compassionate and judgment‑sound, with operational discipline delivering best‑in‑class support for patients, caregivers, and providers.
• Minimum eight years of relevant experience, including at least three years in the pharmaceutical industry (data & analytics, finance, operations, patient support, or related functions).
• Bachelor’s degree required; advanced degree preferred.
• High proficiency with Microsoft PowerPoint and Excel.
• Strong verbal and written communication, analytical, and problem‑solving skills.
• Ability to understand and apply FDA regulations and company policies.
• Experience collaborating across functions, motivating teams, managing expectations, resolving conflict, influencing stakeholders, and building relationships.
• Strong project management skills and ability to handle multiple priorities with urgency.
• Calm, professional, compassionate, and empathetic in stressful situations.
• Ability to lead situationally without direct authority in a matrixed organization.
• Experience developing and maintaining a call‑center culture (preferred).
• Prior people‑leading experience (preferred).

Position is based in Horsham, Pennsylvania; up to 10% domestic travel required.

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 inclusive interview process. If you have a disability and require accommodation, please contact the Employee Health Support Center.