Associate Director, PSC Operations

Johnson & Johnson

. Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction .

Posted 11/9/2026full-timeRemote • United StatesSenior💰 $127,000 - $218,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and mentoring abilities to inspire teams while ensuring compliance with healthcare regulations and operational standards. Proficient in data analytics and performance reporting to drive service enhancements and operational improvements in patient support environments.

Highest-signal resume keywords

Leadership SkillsData AnalyticsPatient Support OperationsHealthcare RegulationsCRM Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalyticsPerformance ReportingPatient Support ProgramsCall Center OperationsKPI MonitoringOperational ImprovementChange ManagementIndependent JudgmentField Reimbursement ExperienceTherapeutic Area Expertise

Soft Skills

Communication SkillsCollaborationCustomer FocusInitiativeResults-Oriented

Tools & Technologies

CRM PlatformsCall Center SoftwareReporting DashboardsMicrosoft Office Suite

Industry Keywords

Patient ServicesPharmaceuticalBiotechOncologyImmunologyRare DiseasesSpecialty PharmacyHealthcare AdministrationLife SciencesCompliance

About the role

Key responsibilities & impact

Lead, mentor, and motivate team members to achieve performance goals and high customer satisfaction
Oversee day-to-day patient support operations, ensuring adherence to policies, procedures, and SLAs
Monitor KPIs and identify operational improvement opportunities
Ensure operations follow industry regulations and company standards
Analyze customer feedback to drive service enhancements and resolve issues
Collaborate with cross-functional teams and external partners to streamline processes and improve workflow
Supervise, coach, and mentor 50+ direct and indirect reports
Foster a positive, inclusive, and high-performance work culture
Create and deliver presentations to internal stakeholders on compliance, patient care status, operational successes, improvement opportunities, and quarterly business reviews
Ensure teams understand patient privacy laws
Monitor industry trends and regulatory updates affecting program delivery
Travel up to 25%, primarily to Pittsburgh, PA
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required, preferably in Life Sciences, Business, Healthcare Administration or related fields
8-10 years of progressive experience in patient services, patient support, pharmaceutical, biotech or other healthcare industry roles
Proven leadership skills with the ability to inspire and motivate a team while maintaining accountability
Ability to work efficiently in a matrix environment with cross-functional teams
Strong analytical skills and experience in data analytics, preferably with performance reporting and digital tools used in contact center and patient service operations
Proven oral and written communication skills
Learning agility and change management experience
Ability to influence without authority
Advanced degree in a related field preferred
Strong understanding of call center operations, patient support programs, KPIs, and healthcare regulations
Experience in Oncology, Immunology, rare diseases, or specialty pharmacy environments
Proficiency with CRM platforms, call center software, reporting dashboards, and Microsoft Office Suite
Experience across a broad spectrum of disease states and therapeutic areas
Significant field reimbursement experience with medical and pharmacy benefit products
Ability to exercise independent judgment
Ability to manage deliverables in a fast-paced environment
Exceptional customer focus, collaboration, initiative, results-oriented, and business solution-oriented capabilities

Benefits

Comp & perks

Consolidated retirement plan (pension)
Savings plan (401(k))
Vacation – 120 hours per calendar year
Sick time – 40 hours per calendar year; 48 hours for Colorado employees; 56 hours for Washington employees
Holiday pay, including Floating Holidays – 13 days per calendar year
Work, Personal and Family Time – up to 40 hours per calendar year
Parental Leave – 480 hours within one year of birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member; 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year