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:** People Leader **All Job Posting Locations:** Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States, Titusville, New Jersey, United States of America **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. Learn more at https://www.jnj.com/innovative-medicine Johnson & Johnson Innovative Medicine is recruiting for an Associate Director, Implementation located in Pittsburgh, PA; Raleigh, NC; Orlando, FL; Phoenix, AZ; Horsham PA or Titusville NJ. \#Li-Remote Purpose: The Associate Director, Implementation is a pivotal role responsible for driving projects from initiation to completion within Patient Service Center (PSC). This position focuses on overseeing enhancements to business operations and/or the launch of new technology across various therapeutic areas. By collaborating with the call center strategy team to define project scopes, the Associate Director will lead implementation efforts, develop comprehensive project plans and act as a liaison between PSC innovation and operational teams. This role emphasizes people leadership by guiding implementation managers and supporting key strategic projects, ultimately enhancing patient services through effective project execution and prioritization. Responsibilities: + Work with strategic partners across Patient Service Center (PSC)’s innovation and implementation team to define project scope and develop project plans to ensure product development and implementation in a timely manner + Build strong relationships with call center strategy team and define ways of working + Lead team of managers that are focused on delivering enhancements within their assigned therapeutic area + Manage the performance of team members, providing coaching and support to enable them to achieve their full potential + Collaborate with PSC technology group to review system requirements that enhance the agent experience + Facilitate conversations with operational teams to determine their needs and deliver solutions that optimize operational workflow + Own implementation processes including progress tracking, problem resolution, implementation, testing, documentation, training and hyper care + Oversee change management process + Define project workstreams, identify workstream leads and participants, and document workstream objectives at the onset of the project + Build, foster and manage positive and productive relationships as one of the primary points of contact for communications + Oversee the creation of training plans and modification of program documentation + Lead post-implementation review, identify lessons learned and successes and develop a process improvement plan + Use problem solving skills and professional judgement to independently make decisions + Demonstrate leadership by taking responsibility for creating and achieving shared goals + Update stakeholders on progress and manage expectations regarding project aspects. + Other duties assigned based on staffing, coverage, and program implementation needs + Up to 25% of travel required Required Qualifications: + Bachelor's Degree + Minimum of 8 years’ experience in implementation management, program management or operations management + Deep knowledge of patient support programs and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services) + Demonstrated ability to lead, manage and successfully launch workflow enhancements + Demonstrated ability to lead and collaborate effectively with direct and indirect project teams + Ability to conceptualize, develop, implement and evaluate projects and processes Preferred Qualifications: + Advanced Degree + Program or clinical experience in the therapeutic areas of immunology and/or oncology + Experience in medical benefits and infusion services + Ability to proficiently use Microsoft Excel, Outlook, Word, and Visio 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.