Manager, PSC Program Operations

Client

Johnson & Johnson (JNJ) is a leading global healthcare company that develops innovative medical and consumer solutions.

Manager, PSC Program Operations

Charlotte, NC;
Dallas, TX;
Horsham, PA;
Orlando, FL;
Phoenix, AZ;
Pittsburgh, PA;
Raleigh, NC.

The Program Manager oversees a dedicated Patient Service Center (PSC) program, ensuring smooth operations and compliance. The role focuses on performance and talent management, cross‑functional partnership, and continuous process improvement to enhance quality, program efficiency, and patient care.

• Manage daily program operations, ensuring compliance with policies, procedures and service levels.
• Supervise, coach, and mentor a team of 3-5 direct reports and 30+ indirect reports, fostering a high‑performance culture through consistent leadership development and accountability.
• Monitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure compliance with policies and healthcare regulations (e.g., HIPAA).
• Oversee the onboarding of new hires and identify training needs to enhance ongoing skills and productivity; collaborate with the training team for upskilling.
• Track program metrics and identify opportunities for improvement; collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancements.
• Collaborate internally to develop enhancements and strategies that benefit patients.
• Respond promptly to inquiries and questions, including program design, business rules, operational workflows, and program‑specific policies to ensure seamless PSC service delivery.
• Assist in developing and delivering program performance to key stakeholders. Foster positive team and cross‑functional relationships.
• Stay informed on industry trends and regulatory updates.
• Resolve complex issues efficiently and creatively.
• Travel up to 15% of the time may be required.
• Other duties as assigned.

• Bachelor's Degree.
• Minimum of 6 years’ experience, preferably in contact center or specialty pharmacy operations, patient support, or healthcare/pharma operations.
• Proven leadership skills with the ability to inspire and motivate a team, while also maintaining accountability.
• Strong analytical skills with experience in data analytics, reporting, and digital tools used in contact center operations.
• Proven ability to work efficiently in a matrix environment with cross‑functional teams.
• Excellent oral and written communication skills, learning agility, change management experience, and ability to influence without authority.

• Advanced degree in related field.
• Ability to manage deliverables in a fast‑paced environment.
• Experience documenting requirements, creating training materials and working directly with end users.
• Proven ability to work efficiently in a matrix environment with cross‑functional teams.

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.