Associate Director, Patient Support Solutions Operations & Marketing – 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 to deliver breakthroughs of tomorrow and profoundly impact health for humanity.

Job Function:
Customer Management
Job Sub Function:
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Horsham, Pennsylvania, United States of America

Our Oncology team is focused 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.

We are searching for an exceptional Associate Director, Patient Support Solutions – CAR‑T to join our CAR‑T team, where science meets compassion, and every day is an opportunity to help patients and their families on their treatment journey while delivering best‑in‑class patient support. You will be at the forefront of leading patient support strategy and operations for eligible patients, helping remove barriers so they can access CARVYKTI and improving the patient experience.

• Lead a high‑performing Patient Support Solutions team, fostering a culture of empathy, accountability, continuous improvement, and compliance.
• Drive operational excellence with a focus on service quality, efficiency, and performance management; establish and monitor key performance indicators.
• Partner with Call Center Operations, Legal, Compliance, and other stakeholders to ensure program execution aligns with governance, SOPs, and company policies.
• Identify, champion, and implement innovative solutions that enhance operational effectiveness and customer experience.
• Lead the development and execution of patient and treatment‑center‑facing marketing and communication initiatives.

• Bachelor’s degree required; advanced degree preferred.
• Minimum of 8 years of relevant experience; 3 years of pharmaceutical industry experience preferred.
• Minimum of 2 years of people leadership experience, with a track record of developing high‑performing teams in a cross‑functional environment.
• Highly skilled presenter with experience communicating to leadership and large audiences.
• Strong problem‑solving and critical‑thinking skills, able to rapidly address operational issues.
• Experience leading marketing and communications strategies that drive program awareness and meet compliance requirements.
• Prior experience in a call center environment preferred, with strong understanding of customer service best practices.
• Experience operationalizing FDA regulations and SOPs into efficient, compliant processes.
• Strong analytical capabilities, synthesizing customer and operational data into actionable insights.
• Experience managing supplier and vendor partnerships while overseeing budgets and resources.
• Exceptional organizational and project management skills, managing multiple concurrent initiatives.
• High proficiency with Microsoft PowerPoint and Excel; familiarity with Salesforce, reporting tools, and networked call systems preferred.
• Up to 10% domestic travel may be required.

• Advanced Analytics
• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Retentions
• Customer Satisfaction
• 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
• Standard Operating Procedure (SOP)
• Team Management

• Advanced Analytics
• Customer Centricity
• Customer Relationship Management (CRM)
• Customer Retentions
• Customer Satisfaction
• Customer Support Operations
• Customer Support Platforms
• Customer Support Policies and Procedures
• Customer Support Trends
• Developing Others
• Emotional Intelligence
• Fact‑Based Decision Making
• Inclusive Leadership
• L…