Patient Experience Manager

OverviewJohnson & Johnson Innovative Medicine is hiring a Patient Experience Manager in Toronto, Canada. The role focuses on managing the strategic design, development and launch of new patient support services and programs across the J&J specialty portfolio for current and future pipeline products. When PSP administration is outsourced, the Patient Experience Manager oversees program governance and actively manages vendors, including service levels, KPIs, operational resolution and financial management. The role provides direction, coordination, implementation, execution, control and completion of projects aligned with company strategy, commitments and goals. Per our Flex Policy, the expectation for this position is to work in office 3 days per week and 2 days from home.ResponsibilitiesDesigning & launching new services or changes to existing programs, including new programs for brands or indications. This includes cross-functional collaboration with compliance and legal teams, Patient Value Teams (PVTs) and external vendor partners. Establish, negotiate, and finalize contracts with external vendor partners.Coordinating internal resources and third-party vendors for flawless project execution; develop project teams with required skills, create goals and plans, manage performance, develop detailed project plans, track progress, assess and manage risk, and manage budgets across each project; map key processes and identify opportunities for innovation and improvement.Establishing program goals, objectives, and metrics to evaluate effectiveness and drive continuous improvement.Providing guidance and input to PVTs to shape the design of new Patient Support Programs (PSPs) and expansion or contraction of services for existing PSPs.Providing governance over third-party vendors administering patient support services to ensure service levels and KPIs are met and evolve with market and patient needs.Leading and managing the hyper-care period for new services/programs and removing post-launch barriers to patient experience.Acting as Chair for the Patient Support Steering Committee to ensure all patient support offerings are compliant and formally approved; collaborate with Drug Safety, Product Quality, HCC, Legal, Compliance and Finance to support a patient-centric approach and ensure adherence to laws and policies.Engaging with Customers and Patients through formal advisory boards and approved methodologies to identify pain points and opportunities to support.QualificationsEducation:A Bachelor’s Degree or equivalent is required.MBA or Advanced Degree in related field (business management, sciences) is preferred.Required:Minimum 5 years’ experience in the healthcare/pharmaceutical industry.Knowledge of pharmaceutical Go-to-market models, IMC Code of Ethical Practices, Pharmacovigilance standards.Proven leadership of cross-functional teams; experience with C-Suite engagement internally and externally.Demonstrated learning agility and ability to work under pressure in a dynamic environment.Excellent cross-functional collaboration skills; strong team player with initiative who collaborates well with internal/external partners.Demonstrated success in working and negotiating with large agencies and/or vendors.Experience translating brand disease state and business drivers into patient support programs and operational requirements; strong business acumen and ability to think critically and innovatively.Self-motivated with ability to lead and manage multiple priorities and stakeholders.Excellent verbal and written communication skills; strong presentation and negotiation abilities.10% domestic travel is required.Preferred:Professional certification in internal controls, risk or compliance (e.g., CPA, CMA or CA; Lean Six Sigma).Demonstrated success in project management.As guided by Our Credo, Johnson & Johnson is committed to an inclusive work environment. If you require accommodation during the recruitment process, please let us know so we can support full participation. #J-18808-Ljbffr