Director, Patient Support Solutions – CAR-T

Location: Horsham, Pennsylvania, United States of America

Company

Johnson & Johnson Innovative Medicine develops healthcare solutions and patient support programs for complex therapies, including oncology and cell and gene therapies.

What you will do

• Lead the MyCARVYKTI® Patient Support Program and a patient-focused call center organization.
• Develop leaders and team members while aligning workforce capacity, hiring, training, and resources with program needs.
• Oversee patient support operations, performance management, service quality, regulatory compliance, and key performance indicators.
• Develop program strategies, lead annual planning, monitor performance, and use customer insights to improve scalability and sustainability.
• Build partnerships across Commercial, Medical Affairs, Legal, Compliance, Technology, alliance partners, treatment centers, and other stakeholders.
• Manage budgeting, forecasting, resource allocation, vendor partnerships, organizational change, process improvement, data, technology, and AI-enabled transformation.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• At least 8 years of progressive experience in pharmaceutical, biotechnology, healthcare, or related industries.
• At least 4 years of people leadership experience, including building high-performing teams and developing leaders.
• Experience developing business strategies, leading complex cross-functional initiatives, managing budgets and vendors, and delivering measurable results.
• Experience operationalizing FDA regulations, HIPAA requirements, and standard operating procedures.
• Strong communication, stakeholder management, analytical, strategic thinking, project management, PowerPoint, and Excel skills.

Nice to have

• Experience with complex therapies, specialty products, oncology, cell and gene therapies, rare disease, or high-touch patient support models.
• Call center, customer support operations, case management, workforce planning, or customer service experience.
• Experience with Salesforce, reporting platforms, customer support technologies, digital solutions, automation, and AI-enabled capabilities.
• Experience developing marketing, communication, and engagement strategies.

Culture & Benefits

• Inclusive, patient-focused environment grounded in accountability, collaboration, compliance, and the company’s Credo.
• Opportunity to support patients, caregivers, and treatment centers throughout the treatment experience.
• Work focused on removing financial and access barriers and improving patient experience.
• Commitment to an inclusive interview process and workplace accommodations.