[Remote] Manager, PSC Program Operations

Note: The job is a remote job and is open to candidates in USA. Johnson & Johnson is a leading healthcare company focused on innovative medicine and MedTech solutions. The Manager, PSC Program Operations oversees the Patient Service Center program, ensuring operational efficiency, compliance, and performance management while collaborating with cross-functional teams to enhance patient care.ResponsibilitiesManage daily program operations, ensuring compliance with policies, procedures and service levelsSupervise, coach, and mentor a team of 3-5 direct reports and 30+ indirect reports, fostering a high-performance culture through consistent leadership development and accountabilityMonitor team performance through key performance indicators (KPIs) and metrics, conduct regular performance discussions, set performance goals, and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)Oversee the onboarding of new hires, and identify training needs to enhance ongoing skills and productivity. Collaborate with training team for upskillingTrack program metrics and identify opportunities for improvement. Collaborate with leadership to optimize program efficiency and provide recommendations for workflow improvements and process enhancementsCollaborate internally to develop enhancements and strategies that benefit patientsRespond promptly to inquiries and questions including, but not limited to program design, business rules, operational workflows and program-specific policies to ensure seamless PSC service deliveryAssist in developing and delivering program performance to key stakeholders. Foster positive team and cross-functional relationshipsStay informed on industry trends and regulatory updatesResolve complex issues efficiently and creativelyUp to 15% travel may be requiredOther duties as assignedSkillsBachelor's DegreeA minimum of 6 years' experience preferably in contact center or specialty pharmacy operations, patient support, or healthcare/pharma operationsProven leadership skills with the ability to inspire and motivate a team, while also maintaining accountabilityStrong analytical skills preferably with experience with data analytics, reporting, and digital tools used in contact center operationsProven ability to work efficiently in a matrix environment with cross functional teamsProven oral and written communication skills, learning agility change management experience, and ability to influence without authorityAdvanced degree in related fieldAbility to manage deliverables in a fast-paced environmentExperience documenting requirements, creating training materials and working directly with end usersProven ability to work efficiently in a matrix environment with cross functional teamsCompany OverviewAt Johnson & Johnson, we believe health is everything. It was founded in 1886, and is headquartered in New Brunswick, NJ, US, with a workforce of 10001+ employees. Its website is http://www.jnj.com.Company H1B SponsorshipJohnson & Johnson has a track record of offering H1B sponsorships, with 7 in 2026, 48 in 2025, 56 in 2024, 58 in 2023, 59 in 2022, 44 in 2021, 27 in 2020. Please note that this does not guarantee sponsorship for this specific role.