Director, Patient Support Solutions – CAR-T - Johnson & Johnson HCS, Inc

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 MedTech, 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. Learn more at jnj.com . 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. Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: People Leader All Job Posting Locations: Horsham, Pennsylvania, United States of America Job Description: About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by Patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges to fulfillment, on-boarding and adherence. We partner with the Oncology team to support their focus 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. Learn more at https://www.jnj.com/innovative-medicine We are searching for the best talent for the Director, Patient Support Solutions – CAR-T located in Horsham, PA. As the Director, Patient Support Solutions – CAR-T, you will lead the MyCARVYKTI® Patient Support Program with a mission to ensure eligible patients and care partners receive the personalized support they need throughout their treatment experience. Through compassionate leadership, operational excellence, and strategic innovation, you will guide a team dedicated to helping remove financial barriers, simplifying access to support services, and delivering an exceptional experience for patients, caregivers, and treatment centers. This role offers a unique opportunity to combine purpose-driven work with call center leadership while making a lasting impact on the lives of those we serve. You will be responsible for: Leading and Developing a High-Performing Team: Lead an inclusive, patient-focused call center organization grounded in accountability, collaboration, compliance, and Our Credo. Develop leaders and team members while aligning workforce capacity, hiring, training, and resources with program needs. Delivering Operational Excellence: Oversee patient support operations, performance management, service quality, and regulatory compliance. Establish key performance indicators, strengthen execution, and ensure timely, coordinated support that helps remove access barriers. Shaping Program Strategy and Performance: Develop and execute strategies aligned with business priorities and customer needs. Lead annual planning, monitor performance, and incorporate customer insights to improve the program’s effectiveness, scalability, and long-term sustainability. Building Strategic Partnerships: Serve as the primary patient support leader across Commercial, Medical Affairs, Legal, Compliance, Technology, Alliance partners, treatment centers, and other stakeholders. Build alignment, resolve barriers, and influence decisions that enable successful execution. Managing Financial and Business Performance: Lead budgeting, forecasting, resource allocation, and vendor management. Balance customer experience, operational performance, compliance, and financial stewardship while providing clear insights to senior leadership. Driving Innovation and Transformation: Use data, technology, AI-enabled capabilities, and process improvement to enhance customer experience and operational performance. Lead change initiatives that strengthen organizational capabilities and challenge traditional ways of working. Qualifications Bachelor's degree required; advanced degree preferred. Minimum of 8 years of progressive experience within pharmaceutical, biotechnology, healthcare, or related industries required. Experience in patient support services, access and affordability, customer experience, commercial operations, business operations, or related functions preferred. Minimum of 4 years of people leadership experience required, including a demonstrated track record of building high-performing teams, developing leaders, fostering employee engagement, and creating an inclusive, accountable, and customer-focused culture. Experience managing leaders of leaders and teams of more than fifteen (15) employees preferred. Demonstrated ability to develop and execute business strategies required, translating organizational priorities into operational plans and delivering measurable results through effective decision-making, resource allocation, and performance management. Proven experience leading organizational change, continuous improvement, and transformation initiatives required, including successfully implementing new processes, technologies, and ways of working while maintaining employee engagement and operational performance. Exceptional communication, presentation, and stakeholder management skills required, with the ability to effectively communicate complex information, influence decision-making, facilitate discussions, and deliver executive-level presentations across diverse stakeholder groups. Demonstrated ability to lead complex cross-functional initiatives required, building strong partnerships across internal and external stakeholders and driving alignment through collaboration and influence without direct authority. Strong analytical, strategic thinking, and problem-solving capabilities required, with experience leveraging operational and customer data to generate actionable insights, remove barriers, support business decisions, and drive continuous improvement. Demonstrated experience managing budgets, supplier and vendor partnerships, and financial performance required, including forecasting, resource allocation, fiscal stewardship, and delivering against business objectives. Proven experience operationalizing regulatory and compliance requirements required, including FDA regulations, HIPAA requirements, and Standard Operating Procedures (SOPs) to ensure compliant, efficient, and scalable business processes. Exceptional organizational and project management skills required, with the ab