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 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 us

Johnson & Johnson Innovative Medicine is recruiting for an Associate Director, Patient Support Data & Analytics & Eligibility Operations CAR-T, Patient Support Solutions Team, located in Horsham, Pennsylvania.

At J&J Innovative Medicine, what matters most is helping people live full and balanced lives. We focus on treating, curing, and preventing some of the most devastating and complex diseases of our time. We pursue the most promising science, wherever it might be found.

J&J Innovative Medicine delivers on the promise of new treatments and ways to improve the lives of individuals with serious diseases. Built upon a legacy of creative firsts, J&J Innovative Medicine pursues advancing patient care with immunology and oncology solutions. Please visit www.jnj.com for more information.

We are J&J Innovative Medicine. Our mission drives us. Our patients inspire us. We collaborate with the world for the health of everyone in it!

Ciltacabtagene autoleucel (cilta-cel/JNJ-4528) is J&J Innovative Medicine’s novel, cell-therapy treatment whereby a patient’s immune cells are collected, shipped to the manufacturer, and genetically modified to be reinfused as a drug product into the patient. CAR-T requires a high degree of coordination across supply chain/commercial organizations and the hospital administering this treatment.

Job description

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.

A day in the life

Each patient’s healthcare experience is unique and may be shaped by personal circumstances, support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to initiate CAR-T therapy is highly personal. J&J Innovative Medicine is committed to delivering an experience that is empathetic, supportive, and responsive to the needs of patients and caregivers. The role supports the MyCARVYKTI Patient Support Program and call center team, and is contained with the PECS organization.

Key roles & responsibilities

• 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 de