
The Associate Director of Process Design & Optimization leads strategic evolution of patient support service models within Johnson & Johnson's Innovative Medicine division. This role operates across multiple US locations with up to 25% travel required. Key responsibilities include designing scalable operating models for HUB and pharmacy ecosystems, mapping patient and agent journeys, and driving AI-powered contact center initiatives to enhance service delivery. The position offers the opportunity to shape future-state workflows that improve patient experiences while ensuring strict adherence to regulatory standards. The role appeals to leaders seeking to impact global health outcomes through process excellence, offering a collaborative environment that values innovation, diversity, and professional growth in a mission-driven healthcare setting.

















