Associate Director of Process Design – Optimization

Johnson & Johnson

Leading strategic process design initiatives for patient support service models at Johnson & Johnson. Focusing on scalability and efficiency to enhance patient experiences.

Posted 7/7/2026full-timeRemote • Arizona, Florida, New Jersey, North Carolina, Pennsylvania • 🇺🇸 United StatesSenior💰 $122,000 - $212,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in process design and improvement, with a strong focus on patient support programs and operational workflows. Proven ability to lead cross-functional teams and ensure compliance with regulatory standards while enhancing customer experience.

Highest-signal resume keywords

Process DesignPatient Support ProgramsWorkflow EnhancementsRegulatory ComplianceCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ImprovementOperations ExcellencePatient ExperienceHUB Operational WorkflowsWorkflow StandardizationChange AdoptionProblem SolvingStrategic PlanningData MappingDecision Trees

Soft Skills

Strong CommunicationTeam CoachingInfluencing SkillsSynthesis of Complex Information

Tools & Technologies

HUB SystemsPharmacy Systems

Industry Keywords

Patient Access SolutionsAffordability SolutionsContact Center OperationsQuality StandardsPatient Privacy

About the role

Key responsibilities & impact

Lead the development and execution of strategic process design initiatives aligned to organizational priorities and transformation goals
Own the discovery, mapping and ongoing maintenance of the current-state patient and agent journeys
Define and evolve future-state operating models that support scalability, efficiency, and differentiated patient experience across programs.
Standardize key workflows, decision trees, and handoffs to improve right-first-time execution and reduce rework/defects.
Oversee the delivery of key components of the strategic plan, ensuring initiatives are executed effectively through cross-functional teams and/or external partners.
Provide directional leadership, enabling project teams to deliver on defined objectives.
Gain a deep understanding of HUB and pharmacy systems and their integrations, ensure proper flow or referrals between systems, and liaise with technology teams on ways to optimize.
Lead and influence matrixed teams, ensuring alignment with priorities and delivery expectations.
Ensure processes and operating models adhere to regulatory, compliance, and quality standards, including patient privacy and documentation requirements.
Coach teams on structured problem solving, process thinking, and change adoption.
Serve as submission owner through demand intake process.
Up to 25% travel.

Requirements

What you’ll need

Bachelor's Degree
A minimum of 8 years of progressive experience in process design, process improvement, operations excellence, customer experience, and/or contact center/patient services operations
Deep knowledge of patient support programs, HUB operational workflows and patient access and affordability solutions (such as reimbursement services, free drug program and pharmacy services)
Demonstrated ability to solve problems, design and successfully deploy workflow enhancements
Strong written and verbal communication skills; ability to synthesize complex work into executive-ready updates.

Benefits

Comp & perks

Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Colorado –48 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Bereavement Leave – 240 hours for an immediate family member: 40 hours for an extended family member per calendar year
Caregiver Leave – 80 hours in a 52-week rolling period
Volunteer Leave – 32 hours per calendar year
Military Spouse Time-Off – 80 hours per calendar year