Associate Director, Call Center Strategy

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 https://www.jnj.com

Job Function:
Customer Management

Job Sub Function:
Customer Service Operations

Job Category:
Professional

All Job Posting Locations:
US159 NJ Titusville - 1125 Trenton-Harbourton Rd

Job Description:

J&J Innovative Medicine is recruiting for an Associate Director, Call Center Strategy, located in Titusville, New Jersey.

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

Job Description

An important aspect of patient unmet need includes helping them start and stay on their medicine for the best chance at treatment success.

 The Patient Engagement and Customer Solutions (PECS) organization serves patients, during their treatment journey with Johnson & Johnson therapies, to help overcome challenges to fulfillment, on-boarding and adherence.

The Associate Director, Call Center Strategy is part of the Patient & Customer Care Solutions team within PECS and will lead standardization, modernization, and integration amongst external call center teams and shape the evolution of customer relationship management (CRM) systems and Hub portal strategies across the Innovative Medicine portfolio.  They will partner closely with peers within their own team and across the broader PECS & Johnson & Johnson Technology (JJT) teams to meet these goals in support of patients and customers who leverage our Call Centers to access patient support programs across the portfolio.

 

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 recognizes this, and wants to create an experience that is personalized, helpful, and hopeful.

Day-to-day Responsibilities

The Associate Director, Call Center Strategy designs, develops & implements standardizations, enhancements and integrations across Call Center partners and platforms.  They collaborate to develop & deliver training for impacted teams and manage external partner relationships to de...