Manager, Patient Support Operations, CAR-T

About this role

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: Professional

All Job Posting Locations: Horsham, Pennsylvania, United States of America

Job Description: Johnson & Johnson Innovative Medicine is recruiting for a Manager of Patient Support Operations, CAR-T, located in Horsham, Pennsylvania.

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.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine

The Patient Engagement and Customer Solutions (PECS) organization serves patients during their treatment journey with J&J Innovative Medicine therapies, to help overcome challenges with fulfillment, on-boarding, and adherence.  You will be a member of the Patient and Customer Care Solutions Team (PCCS) focused on patient support strategies and call center execution.  Together we will work relentlessly to ensure that every eligible CARVYKTI patient who needs support gets support by removing financial barriers to access. 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!

Job Description As the Manager, Patient Support Operations, CAR-T , you will play a pivotal role in advancing patient access initiatives and ensuring no patient is left behind. You will help design, implement, and optimize scalable operational solutions that address financial and access-related barriers to treatment while supporting sustainable program growth.

This highly visible and multifaceted position combines strategic thinking with operational execution. You will help shape program strategy while leading initiatives that enhance operational effectiveness, service delivery, compliance, and customer experience.

In this role, you will support the day-to-day operations of the CAR-T patient support program and call center, driving operational excellence through the continuous evolution of standard operating procedures (SOPs), work instructions, governance processes, and service delivery workflows. You will identify and implement process improvements that enhance efficiency, scalability, compliance, and the overall customer experience while ensuring the program remains responsive to the evolving needs of patients, caregivers, and treatment centers.

Leveraging data, analytics, and customer insights, you will uncover trends, inform decision-making, and drive continuous improvement initiatives that strengthen program performance and support future growth. You will contribute to the development of business reviews, performance reporting, and operational analysis that help shape strategic priorities and measure success. Additionally, you will lead onboarding and training initiatives for new team members, oversee the call center training curriculum and annual training calendar, and drive effective communication of training programs. As a trusted cross-functional partner, you will collaborate with stakeholders across marketing operations, quality, compliance, and customer experience to deliver key initiatives, address emerging business needs, and implement innovative solutions that optimize program performance and enhance patient access.

In this role, you will work closely with colleagues across a highly matrixed organization, fostering strong partnerships and driving collaboration to achieve shared objectives. You will lead through influence and example, helping to create an environment of accountability, engagement, and continuous improvement.

You will also play an important role in supporting the coaching, development, and success of the call center team by promoting best practices, encouraging professional growth, and helping cultivate a positive, patient-focused culture. Through your leadership, you will contribute to building an energized, high-performing team that remains committed to delivering exceptional support to patients and healthcare providers.

A Day in the Life In this highly visible role, you will balance compassionate leadership with operational excellence, ensuring that the highest standards of service, compliance, and patient-centered support are consistently delivered. You will serve as a key partner in driving program performance, advancing innovative solutions, and enhancing the experience of patients, caregivers, and treatment centers.

Responsibilities • Drive Operational Excellence Support patient support operations with a focus on service quality, operational efficiency, and performance management. Monitor key performance indicators, ensure consistent execution of processes, and drive the achievement of business objectives that remove access barriers, strengthen treatment center partnerships, and deliver timely, coordinated support to patients and caregivers. • Lead Innovation and Continuous Improvement Identify, champion, and

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