Associate Director of Process Design & Optimization
Not Disclosed•Full-TimeOn-site
location_onVeterans Bridge, Strip District, Pittsburgh, Allegheny County, Pennsylvania, 15222, United States
About Johnson & Johnson
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.
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. We respect the diversity and dignity of our employees and recognize their merit.
About Innovative Medicine
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.
About the Role
The Associate Director of Process Design & Optimization will lead the strategic evolution of end-to-end patient support service models, ensuring alignment with enterprise objectives and long-term growth priorities. This role is accountable for shaping and delivering components of the strategic roadmap through cross-functional leadership, driving scalable process design, and optimizing operational performance across HUB and pharmacy ecosystems.
You will operate with a high degree of autonomy, translating business strategy into sustainable operating models and process standards that improve patient and agent experience while delivering measurable business outcomes. A key part of your day will involve partnering with the Immunology and Oncology Contact Center Innovation & Implementation teams to drive the successful pull-through of strategic initiatives aimed at establishing an AI-powered contact center. This center will be managed by exceptional talent to deliver a personalized, quick, seamless, and consistent patient experience.
Hiring Process
Johnson & 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, external applicants please contact us via jnj.com and internal employees contact AskGS to be directed to your accommodation resource.
Equal Opportunity
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.
Work location
Work model: On-site
Veterans Bridge, Strip District, Pittsburgh, Allegheny County, Pennsylvania, 15222, United States
Pittsburgh, Pennsylvania
Key Responsibilities
- check_circleLead development and execution of strategic process design initiatives aligned to organizational priorities
- check_circleOwn discovery, mapping, and ongoing maintenance of current-state patient and agent journeys
- check_circleDefine and evolve future-state operating models to support scalability and efficiency
- check_circleStandardize key workflows, decision trees, and handoffs to reduce rework and defects
- check_circleOversee delivery of strategic plan components through cross-functional teams and external partners
- check_circleGain deep understanding of HUB and pharmacy systems to optimize integrations and referrals
- check_circleEnsure processes and operating models adhere to regulatory, compliance, and quality standards
- check_circleCoach teams on structured problem solving, process thinking, and change adoption
Requirements
- verifiedBachelor's Degree
- verified8+ years experience in process design, operations, or patient services
- verifiedDeep knowledge of patient support programs, HUB workflows, and pharmacy services
- verifiedStrong written and verbal communication skills
Nice to Have
Lean / Six Sigma (Green Belt or Black Belt), Design Thinking, Human-Centered Design, or comparable process excellence certification. Experience with journey mapping, service blueprinting, and agent workflow design in Visio. Familiarity with healthcare/patient services compliance concepts (privacy, documentation standards, quality management practices). Advanced Analytics, Customer Centricity, Customer Relationship Management (CRM), Customer Retentions, Customer Satisfaction, 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, Standard Operating Procedure (SOP), Team Management.
Benefits & Perks
check_circleCompany retirement plan (pension) and 401(k) savings plancheck_circleLong-term incentive program eligibilitycheck_circleVacation time: 120 hours per calendar yearcheck_circleSick time: 40 hours per calendar year (varies by state)Holiday pay including 13 floating holidays per calendar year
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Skills, education and keywords
Skills: Lean, Six Sigma, Design Thinking, Human-Centered Design, Journey Mapping, Service Blueprinting, Visio, Customer Relationship Management, CRM, Standard Operating Procedure.
Education: Bachelor's Degree required.
Frequently asked questions about Associate Director of Process Design & Optimization at Johnson & Johnson
What does a Associate Director of Process Design & Optimization at Johnson & Johnson do?expand_more
A Associate Director of Process Design & Optimization at Johnson & Johnson is responsible for the following: Lead development and execution of strategic process design initiatives aligned to organizational priorities; Own discovery, mapping, and ongoing maintenance of current-state patient and agent journeys; Define and evolve future-state operating models to support scalability and efficiency; and Standardize key workflows, decision trees, and handoffs to reduce rework and defects.
What are the requirements for this Associate Director of Process Design & Optimization role?expand_more
To qualify for the Associate Director of Process Design & Optimization at Johnson & Johnson position, applicants should have: Bachelor's Degree; 8+ years experience in process design, operations, or patient services; Deep knowledge of patient support programs, HUB workflows, and pharmacy services; and Strong written and verbal communication skills.
Where is the Associate Director of Process Design & Optimization role at Johnson & Johnson located?expand_more
Associate Director of Process Design & Optimization at Johnson & Johnson is based in Veterans Bridge, Strip District, Pittsburgh, Allegheny County, Pennsylvania, 15222, United States. This is a on-site role.
Is this Associate Director of Process Design & Optimization job remote, hybrid, or on-site?expand_more
Johnson & Johnson has listed this Associate Director of Process Design & Optimization role as on-site.
How much experience is required for this Associate Director of Process Design & Optimization role?expand_more
Associate Director of Process Design & Optimization at Johnson & Johnson typically requires 8+ years of relevant experience at the lead level.
What skills do you need for the Associate Director of Process Design & Optimization role at Johnson & Johnson?expand_more
Key skills for Associate Director of Process Design & Optimization at Johnson & Johnson include Lean; Six Sigma; Design Thinking; Human-Centered Design; Journey Mapping; Service Blueprinting; Visio; and Customer Relationship Management.
What education is required for Associate Director of Process Design & Optimization at Johnson & Johnson?expand_more
Educational requirements for this role: Bachelor's Degree required.
What category does the Associate Director of Process Design & Optimization role belong to?expand_more
Associate Director of Process Design & Optimization at Johnson & Johnson is part of the healthcare & nursing job category on Recrutus.