Description
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 jnj.com.
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. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Customer ManagementJob Sub Function:
Patient EducationJob Category:
ProfessionalAll Job Posting Locations:
Bogotá, Distrito Capital, ColombiaJob Description:
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.
Learn more at https://www.jnj.com/innovative-medicine
Role Purpose
This position is responsible for the strategic governance, continuous optimization, and evolution of Patient Support Programs (PSPs), ensuring alignment with business priorities, regulatory standards, and patient-centric outcomes.
The role acts as a center of excellence for analytics, insights, and program governance, leveraging data-driven decision making to enhance program effectiveness, operational efficiency, and quality. It focuses on process optimization, performance management, and risk mitigation, rather than operational execution or direct patient interaction.
Key Responsibilities
1. Data-Driven Insights & Performance Management
Lead the analysis of multi-source data (program performance, KPIs, vendor reports, patient experience indicators, and trends) to identify actionable insights and improvement opportunities.
Define, monitor, and evolve KPIs and performance frameworks to assess program effectiveness, quality, and efficiency.
Translate data into strategic recommendations and decision-making inputs for leadership, moving beyond operational tracking to value generation.
Develop executive-level reporting to support governance forums and drive informed decisions.
2. Program Strategy & Continuous Improvement
Evaluate PSP performance and drive structural enhancements and model evolution based on data and evidence.
Contribute to the design, redesign, and scaling of program components, ensuring alignment with patient needs, compliance requirements, and business priorities.
Integrate external benchmarks, industry trends, and best practices to strengthen the PSP value proposition.
3. Stakeholder & Vendor Governance
Lead the strategic management and oversight of external vendors, ensuring adherence to contractual deliverables, SLAs, and quality standards.
Partner with cross-functional teams (Access, Medical, Compliance, Legal, Finance, S&O) to ensure end-to-end alignment and integrated program execution.
Enable data-driven stakeholder engagement, positioning insights as the foundation for decision-making and program steering.
4. Team Enablement & Capability Building
Provide guidance, coaching, and analytical direction to coordinators and program stakeholders to strengthen capabilities in performance management and decision-making.
Promote a culture of accountability, continuous improvement, and data-driven execution.
Ensure clear role boundaries, reinforcing that operational execution resides with vendors and program structures, not within this role.
5. Governance, Compliance & Risk Management
Ensure PSP adherence to internal policies, SOPs, and external regulations (data privacy, pharmacovigilance, ethical standards, audits).
Govern the appropriate use, integrity, and traceability of patient-related data, in line with corporate guidelines.
Identify and mitigate operational, compliance, and quality risks, using data to support risk-based decisions.
Act as a key contact for audits, monitoring activities, and quality assurance processes.
Qualifications
Education:
Bachelor’s degree required (Business Administration, Engineering, Health Sciences, or related fields).
Master’s degree preferred.
Experience:
Minimum of 3+ years of experience in data analytics, performance management, or process optimization roles.
Experience in pharmaceutical industry, patient support programs, or regulated environments is preferred.
Proven ability to work cross-functionally and influence without direct authority.
Languages:
Proficiency in Spanish and English (intermediate–advanced).
Core Competencies
Technical & Functional:
Advanced data analysis and interpretation
Process optimization and continuous improvement
Problem solving and root cause analysis
Data-driven decision support
Strategic translation of insights into actionable plans
Cross-functional influence and stakeholder management
Leadership & Behavioral:
Strategic thinking with a focus on long-term value creation
Strong communication skills across diverse audiences
Collaboration and relationship management
Accountability and ethics-driven decision making
Required Skills:
Preferred Skills:
Analytical Reasoning, Analytics Insights, Business Behavior, Clinical Data Management, Cross-Functional Collaboration, Customer Support Operations, Customer Support Trends, Empathy, Ethical and Participant Safety Considerations, New Program Development, Patient Account Management, Patient Counseling, Patient Enrollment Standards and Regulations, Problem Solving, Project Management, Relationship Building, Verbal Expression