Associate Director, Patient Support Solutions Operations & Marketing – CAR-T

About the role

The Associate Director, Patient Support Solutions – CAR-T will play a pivotal role in ensuring no patient is left behind. You will provide cross matrix, multi-layer people leadership as a primary responsibility, overseeing a high-performing team responsible for supporting patients and care partners throughout the CARVYKTI treatment journey.

Responsibilities

• Serve as a second-line leader responsible for coaching, mentoring, and developing a high-performing Patient Support Solutions team.
• Foster a culture of empathy, accountability, continuous improvement, and compliance to ensure every eligible patient and care partner receives seamless, best-in-class support throughout the MyCARVYKTI treatment journey.
• Lead patient support operations with a focus on service quality, operational efficiency, and performance management.
• Establish and monitor key performance indicators, ensure consistent execution of processes, and drive achievement of business objectives that help remove access barriers, strengthen treatment center partnerships, and deliver timely, coordinated support to patients and caregivers.
• Partner closely with Call Center Operations, Legal, Compliance, and other cross-functional stakeholders to ensure program execution is aligned with governance requirements, including SOPs and Work Instructions, and along with company policies.
• Leverage patient, care partner, and treatment center insights to drive meaningful enhancements to the customer experience and program performance.
• Identify, champion, and implement innovative solutions that enhance operational effectiveness, improve the customer experience, and optimize call center performance.
• Leverage emerging technologies, data-driven insights, and process improvements to increase efficiency, scalability, and long-term program success while challenging traditional ways of working.
• Lead the development and execution of patient and treatment center facing marketing and communication initiatives in partnership with marketing teams, agencies, and cross-functional stakeholders. Ensure all communications effectively support program awareness, patient engagement, and educational objectives.

Requirements

• Bachelor’s degree required; advanced degree preferred.
• Minimum of 8 years of relevant experience required; minimal of 3 years of pharmaceutical industry experience preferred, including experience in patient support, customer support, access and affordability, business operations, marketing, communications, or related customer experience.
• Minimum of 2 years of people leadership experience required, including a demonstrated track record of developing high-performing teams, building a culture of engagement and accountability, and effectively leading, motivating, and influencing individuals across cross-functional and matrixed environments to achieve business objectives.
• Highly skilled presenter with a track record of successfully communicating to leadership and larger audiences required. Must be comfortable facilitating discussions, leading presentations, and representing the team in various forums while tailoring messages to diverse stakeholder groups.
• Strong problem-solving and critical-thinking skills with experience rapidly addressing operational issues, removing barriers, and implementing sustainable solutions to maintain business continuity and drive organizational performance required.
• Demonstrated experience leading marketing and communications strategies that drive program awareness, enhance the customer experience, and support best-in-class customer support while ensuring adherence to compliance and regulatory requirements preferred.
• Prior experience in a call center environment preferred, with a strong understanding of customer service best practices, case management, operational workflows, and delivering a seamless customer experience.
• Proven experience operationalizing FDA regulations and standard operating procedures into efficient, compliant business processes that support organizational goals, enhance operational effectiveness, and mitigate regulatory risk required.
• Demonstrated ability to lead complex cross-functional initiatives, cultivate strong partnerships across internal and external stakeholders, and drive alignment on strategic priorities through effective collaboration, communication, and influence without direct authority required.
• Strong analytical capabilities with experience synthesizing customer and operational data into meaningful insights that influence business decisions, drive continuous improvement, and support organizational objectives required.
• Proven experience managing multiple supplier and vendor partnerships while effectively overseeing budgets, ensuring fiscal responsibility, optimizing resource allocation, and delivering against business objectives required.
• Strong ability to contribute to building and maintaining call center culture required.
• Exceptional organizational and project management skills, with the ability to effectively prioritize competing demands, manage multiple concurrent initiatives, and adapt quickly to evolving business needs, priorities, and deadlines in a dynamic environment.
• High proficiency with Microsoft PowerPoint and Excel required; comfort in working with Salesforce platforms, reporting tools, and networked call systems preferred.

Qualifications

• Be Part of the Future of Oncology
• At J&J Innovative Medicine, we’re raising the bar for what it means to care for Patients. Join us in shaping a world where personalized, empathetic healthcare is the norm. Together, we can eliminate cancer and transform lives — starting with yours.