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

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 Med Tech, 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.

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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.

The Associate Director, Data & Analytics – Patient Support Data and Analytics & Eligibility Operations is responsible for leading operational performance, reporting strategy, analytics, talent development, and continuous improvement within the CAR‑T Patient Support Solutions organization. This role provides leadership across call center operations, KPI/SLA management, scalable reporting infrastructure, workforce capability development, and data‑driven decision‑making. The position partners closely with internal teams, technology partners, supplier partners, and external stakeholders to improve service delivery, strengthen financial and operational stewardship, and enhance the patient, caregiver, provider, and stakeholder experience.

• 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 reports, indirect reports, and 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.

The successful candidate will demonstrate compassion, sound judgment, operational discipline, and a commitment to delivering a best‑in‑class support experience for patients, caregivers, and providers. This individual will be comfortable operating in a highly visible, accountable role and will thrive in a fast‑paced environment focused on building new capabilities, improving processes, and advancing patient‑centered outcomes.

• Bachelor’s degree required; advanced degree preferred.
• Minimum of 8 years of relevant experience required; minimum of 3 years of…