Patient Support Operations Supervisor

• Lead day-to-day operational coordination across the MyCARVYKTI Patient Support call center, establishing clear priorities, ownership, timelines, and follow-through.
• Support workforce planning and scheduling to meet operational needs.
• Monitor operational performance, identify improvement opportunities, and support actions that strengthen quality, efficiency, and team performance.
• Own the review and maintenance of program SOPs, Work Instructions, Call Guides, and related operational materials.

• Conduct case audits, call monitoring, and related compliance activities to identify trends, address gaps, and reinforce consistent program execution.
• Monitor alignment with program SOPs, Work Instructions, and Call Guides; clarify expectations and coordinate action when risks or gaps are identified.
• Manage governance and compliance deliverables through completion, ensuring accurate documentation, timely decisions, and closed-loop follow-up.

• Identify workflow, technology, and efficiency opportunities across call center operations, including Salesforce enhancements and risk-mitigation needs.
• Define operational requirements, assess impacts and dependencies, and coordinate implementation with business, technology, and supplier partners.
• Support implementation of operational solutions and reinforce consistent execution across the team.

• Coordinate training activities and communicate operational expectations and program requirements.
• Support onboarding and operational readiness through training schedules, learning activities, and readiness assessments.
• Identify training needs and coordinate refresher or remediation activities with the appropriate partners.

• Build strong partnerships with call center leaders, internal stakeholders, and external suppliers to align priorities and enable effective execution.
• Clarify roles, decisions, deliverables, dependencies, and timelines; proactively escalate risks and remove barriers to progress.
• Provide concise, audience-appropriate updates that maintain alignment, support decisions, and drive accountability.

• Model inclusive leadership, respectful collaboration, continuous learning, and shared accountability.
• Create meaningful opportunities for feedback, recognition, development, and team connection.

Required Qualifications

• Bachelor's degree or higher and at least three years of experience in patient support operations, program coordination, healthcare operations, or a related role required.
• Experience in the pharmaceutical, biotechnology, or healthcare industry required.
• Experience coordinating operational workstreams, timelines, deliverables, and cross-functional partners required.
• Experience developing or maintaining SOPs, Work Instructions, Call Guides, or related operational materials required.
• Experience coordinating training, onboarding, or operational readiness activities required.
• Ability to review operational information, identify issues or improvement opportunities, and support practical solutions required.
• Strong organization, problem-solving, communication, and collaboration skills, with the ability to manage competing priorities and contribute to a respectful, service-oriented work environment required.
• Proficiency in Microsoft PowerPoint, Excel, and Word required.
• Hybrid position based in Horsham, PA, with a three-day in-person requirement and occasional travel to other J&J facilities, including Titusville, NJ. Up to 10% domestic travel required.

• 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.
• Experience with compliance monitoring, quality assurance, or call center auditing preferred.
• Experience supporting technology, workflow, or operational efficiency improvements preferred.
• Experience with Salesforce or another customer relationship management platform preferred.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.