Manager, Program Operations, CAR-T Patient Support Solutions (Horsham, PA)-J&J Innovative Medicine - Johnson and Johnson

J&J Innovative Medicine , is recruiting for a Manager of Program Operations, CAR-T Patient Support Solutions, 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

At J&J Innovative Medicine, we are raising the bar on customer experience in the pharmaceutical industry. Our Patient Support Solutions team supports eligible cancer patients and their caregivers through their CAR-T journey. We are deeply committed to providing patients/caregivers with an exceptional service experience, so they are well-positioned for treatment and to receive care.

The Manager, Program Operations, CAR-T Patient Support Solutions will be responsible for the operational performance for the patient support program, documentation of control documents, and training Patient Support Specialists. You will be a member of the Patient Support Solutions team, working closely with the Leadership Team (Associate Directors and Supervisors) and Patient Support Specialists (call center agents) to optimize the patient support program. This position is hybrid and will require in-office work time.

A Day in the Life Every patient's healthcare experience is unique - shaped by personal experiences and beliefs, the presence or absence of support networks, provider and payer dynamics, and socioeconomic factors. For many patients, the decision to start or stop a treatment is overwhelming. J&J Innovative Medicine recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

The Manager, Program Operations, CAR-T Patient Support Solutions will support and help manage the patient support program operations. Key Roles and Responsibilities include:

• Oversee program operations and monitor call center performance to ensure the Patient Support Solutions team is performing consistently and compliantly across patient cases

• Identify opportunities to improve operational performance and mange projects independently to execute solutions

• Partner with leadership to assist with the data collection and analysis to share trends and insights to help improve the program, operations, and case management

• Assist Associate Director in planning and execution of technology grooming/development and user testing sessions to develop new tools or solutions to improve program performance and operations

• Manage Patient Support Solutions Salesforce tickets and troubleshoot issues .in collaboration with our technology business partners (JJIT)

• Assist with program governance by updating the SOP and Work Instruction documents during Salesforce/technology releases and program evolution updates

• Update call guides for Patient Support Specialists to assist in navigating conversations with patients, caregivers, and treatment centers

• Develop training presentations, workshops and role play scenarios to train the Patient Support Specialists and Supervisors on operational improvements and control document updates

• Lead for logistical management in the recruiting and onboarding efforts for Patient Support Specialists

• Develop a training plan for new hires and manage training initiatives

• Support the Supervisors in schedule management and optimization of patient case management

• Support people development and motivational activities in the call center

• Assist with marketing operations and partner with third party vendor to update program requirements and content

• Participate in stretch assignments to gain additional exposure and helps support CAR-T efforts across the business

*Note: This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned.

About You You are compassionate and empathetic, putting yourself in the shoes of the patients you support and the providers who care for them. You are passionate about delivering a great support experience that patients will remember and want to tell other people about. You welcome the challenge of working in a highly visible, highly accountable role where you can meaningfully impact the health and well-being of others. You thrive working in a fast-paced environment and you feel energized to be part of a team that is building new capabilities and ways of working. You consistently deliver great results, but even when you fall short - you learn from it.

• Bachelor's degree required
• A minimum of 5 years of relevant experience is required, with a minimum of 1 year of experience in the pharmaceutical industry (ex: marketing, market access, patient services) is preferred
• Highly proficient with MS PowerPoint, Project Management software, and MS Excel. Experience with Salesforce is preferred
• Strong verbal and written communication, detail-oriented, analytical/problem solving, negotiation, and interpersonal skills is required
• Ability to understand, apply and abide by applicable FDA regulations and company operating procedures, processes, policies, and rules is required
• Proven teamwork skills in a cross-functional environment; ability to motivate and empower team members, set, and manage expectations is required

• Shows ability to organize, integrate and analyze data sources from internal teams and systems to produce insights that can inform on the program experience and improvements is required

• Strong project management skills with the ability to complete tasks with sense of urgency while managing multiple requests and projects simultaneously is required

• Ability to remain calm, compassionate and empathetic in stressful and urgent situations is required

• Ability to situationally lead without direct authority and influence a diverse group of team members to inspire change in a matrixed organization is required

• Ability to lead teams in a hybrid environment and develop those individuals to meet the future needs of the business is required. At least two years of experience in people management is strongly preferred
• Diversity & Inclusion : Create an inclusive environment in support of the company's commitment to equal employment opportunity and the value of a diverse work force is required
• Leadership & Ethics : Model ethical, Credo-based leadership with deep knowledge and respect for legal and compliance requirements is required
• Flexibility : Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments is required
• Travel : This position is based in Horsham, PA and may require occasional travel to other J&J facilities including Titusville, NJ

Johnson & Johnson Family of Companies are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristic protected by law.