Training, Quality & Systems Lead, CAR-T Commercial Operations

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:

Quality

Job Sub Function:

Business Process Quality

Job Category:

Professional

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson is recruiting for a Training, Quality, & Systems Lead, CAR-T Commercial Operations based in Horsham, PA.

About Oncology

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.

Our Oncology team is focused on the elimination of cancer by discovering new pathways and modalities to finding treatments and cures. We lead where medicine is going and need innovators with an unwavering commitment to results.

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

Job Description

The CAR-T Commercial Operations team (part of the Janssen Oncology’s Marketing Organization) plays a critical role in connecting people, process, and technology across supply chain, marketing, and other functions to deliver the desired CAR-T Order Fulfillment experience. 

The Training, Quality & Systems Lead is responsible for training excellence, quality monitoring, and continuous systems and process improvement across CAR-T Order Fulfillment. The position partners cross‑functionally to drive customer experience, operational performance, and technology enablement, including AI‑driven quality and insight generation.

This individual will create processes and tools to monitor inbound and outbound call interactions to ensure customer service, adherence, call handling and call outcome goals are met. The individual will monitor performance via call monitoring program and provide meaningful coaching and feedback at the individual and the team level focused on service improvements and best practices. This individual may need to service customer calls on an ad hoc basis, as needed.

This role will also be responsible for development and on-going maintenance of the trainings and training curriculum for the Cell Therapy Order Specialist (CTOS) team, and will be expected to deliver both soft and technical training classes to existing and new team members. This individual will be required to have extensive knowledge in the order fulfillment process for CARVYKTI®, and the supporting systems. They will be involved in identifying and developing system enhancements, testing the enhancements, and developing subsequent training.

We are seeking results and performance driven individuals that have demonstrated the ability to understand, simplify and teach complex programs. This individual must be adaptable, service oriented and have the ability to drive insights and operational enhancements in a dynamic environment. A successful candidate must have excellent communication and critical thinking skills. Cross functional collaboration and partnerships will be crucial to success.

This role represents a unique opportunity to be responsible for the success of the CAR-T order placement and delivery process experience.

Detailed responsibilities include, but are not limited to:

• Systems Training: Managing on-boarding and on-going training curriculum for the Cell Therapy Order Specialist team. This includes the identification, development, pull-through, and delivery of the content as well as on-going maintenance.  This individual will be responsible for understanding all technical content developed and/or coordinating training with the appropriate SMEs. 

• Quality Monitoring: Responsible for overall interaction quality monitoring program management including call monitoring, best practice sharing, reporting metrics and embedding AI into the process to improve the program overall

• Documentation Management: Serve as the lead power user within the appropriate documentation and curriculum management tools used by the teams (TruVault, Summit, and Janssen Learn). Identify and collaborate on documentation updates. This includes, but is not limited to FAQs, Call Guide, and/or IVR updates.

• Systems Improvements Identification & Pull Through: Identify process and technology opportunities through collection of Voice of Customer. Assist with pull-through of enhancements based on the prioritization and strategy of the overall technology roadmap.

• BCP Ownership & Management: Drive the execution and management of the BCP documentation and process, including the annual simulation and subsequent process improvements.

Qualifications/Skills/Abilities

• A minimum of a Bachelor’s degree is required.

• A minimum of 5 years of relevant experience in the healthcare industry is required.  A mix of experiences in the following areas is preferred:

  • Technology & AI

  • Training and Training Development

  • Customer Service/Customer Call Center

  • Supply Chain

  • Quality

  • Clinical Trail Coordination/Site Management

  • Academic, Large Treatment Site, Pharmacy

  • Oncology, CAR-T, or Cell & Gene Therapy Experience

• Familiarity with training, quality monitoring, and documentation management systems (eg: TruVault, DocSpace, Summit, etc.) is strongly preferred

• Excellent communication skills (written and oral) and experience understanding and teaching complex programs is strongly preferred.

• Skilled in problem solving & using personal knowledge and any other available resources to work through ambiguous situations

• Can dynamically adjust priorities due to changing circumstances. An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.

• Understanding of data platforms and flow of information is required. Experience with implementing or using AI within a technical platform is strongly preferred.

• Demonstrates a sense of urgency and is motivated by the challenge of working in a fast-paced environment; exercises calm, sound, constructive judgment during demanding situations

This position is based in Horsham, PA and will require up to 10% domestic travel. 

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. 

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 https://www.jnj.com/contact-us/careers , internal employees contact AskGS to be directed to your accommodation resource.

 

 

Required Skills:

 

 

Preferred Skills:

Analytical Reasoning, Business Process Management (BPM), Communication, Corrective and Preventive Action (CAPA), Customer Centricity, Customer Retentions, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Omni-Channel Support, Organizing, Problem Solving, Process Improvements, Service Request Management