Head of Operations **URGENT**

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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.As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. 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 Description 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.

We are searching for the best talent for a Director of PSC Operations to be located in Pittsburgh, PA; Purpose The Director of Patient Service Center (PSC) Operations will collaborate closely with the Sr. Director of Operations in shaping and executing the strategic vision, providing operational leadership for all services and driving accountability for performance across a large and highly matrixed team of Leadership and Agents. Key Responsibilities Help define and execute the strategic vision and growth plans for Patient Service Center (PSC) in partnership with executive leadership.

High touch communication and collaboration with stakeholders from PECS Solutions, Compliance, JJIT and Commercial Lead partners.

Lead the development and implementation of innovative PSC support programs, including access, education, reimbursement, and copay assistance.

Oversee daily PSC operations, including patient access, call center, data management, and client services, ensuring efficiency and scalability.

Ensure compliance with all regulatory requirements (e.g., Serve as a subject matter expert for pharmaceutical clients, ensuring satisfaction and long-term partnerships.

Manage budgets, financial targets, and resource allocation for HUB Services.

Monitor KPIs and drive continuous improvement in service delivery and accountability.

Mentor and develop PSC leadership and staff, fostering professional growth and a high-performance culture.

Travel up to 25% of the time.

Required Qualifications Bachelor’s degree required (healthcare, business, or related field).

A minimum of 10 years of relevant industry experience in healthcare, biotech, pharmaceutical, or specialty pharmacy services.

A minimum of 5 years of experience managing contact center services or patient access programs, including operational leadership and client-functional and/or client-facing responsibilities

Deep understanding of pharmaceutical industry dynamics, reimbursement models, regulatory requirements (e.g., Proven track record managing budgets, operational metrics, and delivering innovative solutions.

Exceptional leadership and team management skills, including experience leading cross-functional teams.

Strong understanding of data analytics and digital tools used in HUB operations.

Preferred Qualifications Master’s degree, MBA, or other relevant graduate degree.

Experience with Commercial, Medicare, and Medicaid insurance design and patient out-of-pocket dynamics.

Experience in developing and implementing patient support, access services, and copay assistance programs.

Vendor management experience and oversight of external contact center and/or eService vendors.

Experience collaborating with senior leadership and cross-functional teams to align HUB initiatives with broader organizational goals.

Experience in a fast-paced, highly regulated environment with a focus on continuous improvement and operational scalability.

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.

If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (View email address on click.appcast.io) or contact AskGS to be directed to your accommodation resource.

If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

Continuous Improvement, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, Customer Service Philosophy, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization

Additional Description For Pay Transparency Subject to the terms of their respective plans, employees are eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Benefits Subject to the terms of their respective policies and date of hire, employees are eligible for the following time off benefits:

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 the birth/adoption/foster care of a child

Bereavement Leave - 240 hours for an immediate family member: