Cell Therapy Customer Logistics Lead

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:

Sales Enablement

Job Sub Function:

Customer Success Management

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job Description:

Johnson & Johnson is recruiting for a Cell Therapy Customer Logistics Lead, 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 

At Janssen Oncology, we are raising the bar on customer experience in the pharmaceutical industry. Our Customer Service team supports the medical professionals and treatment sites who care for cancer patients. We are deeply committed to providing them with exceptional service experience, so they, in turn, are better positioned to treat the individuals in their care. 

The Cell Therapy Customer Logistics Lead is a member of this Customer Service team, reporting to the Sr. Manager, CAR-T Order Fulfillment. The Cell Therapy Customer Logistics Lead will supervise a team of Cell Therapy Customer Logistics Specialists who serve as the primary point of contact for a portfolio of certified treatment sites, assisting the sites’ staff with CARVYKTI® orders and logistics. You will be responsible for oversight of your team’s portfolio and serve as the primary escalation point for order management issues and escalations. In this capacity, you will be the face of Janssen Oncology to these sites and will be tasked with upholding the quality of service to which we subscribe.  

This individual must be service oriented and have the ability to drive insights and operational enhancements in a dynamic environment, while remaining forward-thinking to proactively and reactively respond to customer needs. A successful candidate must have excellent communication and critical thinking skills. 

This role represents a unique opportunity to own the CARVYKTI® order placement and delivery process experience. Close partnership with internal (supply chain, medical, trade, IT, and patient services) and external (treatment site, site CAR-T coordinator, apheresis & cell lab team, specialty distributor, and pharmacists) parties will be required. 

A Day in the Life: 

Your primary responsibility will be to serve as the ordering and logistics expert for your team’s portfolio of assigned treatment sites, assisting them with a sequence of activities to request, manufacture, and deliver the immunotherapy to a patient in need. A secondary responsibility will be to assist new treatment sites with onboarding activities. You will also be required to contribute to projects and initiatives as identified, aligned to team priorities and business objectives. To best support the sites in this capacity, the team will be set up as a contact center with operating hours of 8:00 AM to 8:00 PM, Monday through Friday. You are expected to work 8.5-hour shifts within operating hours, with approximately 50% of that time dedicated to direct contact center responsibilities.

Key responsibilities consist of, but are not restricted to, the following:  

• Lead and Manage Cell Therapy Customer Support Specialists. Manage day-to-day operations of the Cell Therapy Customer Support Specialists including staff supervision, workload management, performance oversight, and coaching.

• Issue Resolution and Escalation Management. Many order management activities can be managed independently by the treatment site via our online portal. However, if additional assistance is needed to resolve a problem or address a special need, you will be the first point of escalation for the Cell Therapy Customer Logistics Specialists. 

• Proactive Support. Proactively collaborate with your team to resolve any concerns or issues that are discovered as part of routine order monitoring activities.

• Cross-functional collaboration. While we strive for “one call resolution” handling of customer requests, given the complex nature of CARVYKTI®, some queries will require you to coordinate with other parties both inside and outside of the Janssen organization. 

• Site performance monitoring. Collaborate with internal colleagues to monitor site performance and help find opportunities for operational improvements in the end-to-end order management journey (from enrollment to infusion) of CARVYKTI®. Identify and action trends to improve the customer experience. 

• System expertise and ownership. Identify and prioritize ideas to increase efficiency and effectiveness of Cell Therapy Order Specialist Team and order management systems. Act in Subject Matter Expert (SME) capacity for ordering and telephony technology platforms. 

• Master Data. Lead master data management activities and provide approvals for changes, as necessary. 

• Call Quality Monitoring. Lead call quality monitoring program and provide feedback and coaching to the Cell Therapy Customer Logistics Specialists. 

• Project Initiation and Management. Initiates and implements process changes and projects that drive measurable improvements and improve the customer experience. 

Note: This is not an extensive, comprehensive listing of job functions. May assist with other duties as assigned. 

About You 

You are empathetic and understanding, and enthusiastic about delivering a great service experience that your customer will remember and want to tell others about. You welcome the challenge of working in a highly visible role where you can meaningfully impact the health and wellbeing of others. You are a motivated initiative-taker and quick study who approaches assignments with urgency and diligence. 

Qualifications: 

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

• Work Experience. A minimum of 5+ years of work experience in the healthcare industry is required. People management experience is preferred. A mix of experiences across the following areas is preferred: Manufacturing / Supply Chain, Clinical Trial Coordination / Site Management, Customer Service / Customer Call Center, Academic or Large Treatment Site, and/or Oncology, CAR-T, or Cell & Gene Therapy Experience 

• Communication: Excellent oral and written communication skills, including the ability to manage complaints and defuse difficult situations.

• Collaboration: Effectively works in a team environment, coordinating activities and building partnerships across multiple internal and external organizations.

• Resourcefulness: Skilled in problem solving, leveraging personal knowledge and available resources to navigate ambiguity, resolve customer issues, and ensure satisfaction.

• Accountability: Demonstrates strong case management skills, proactively managing workload, taking ownership, and ensuring timely, end-to-end resolution of customer inquiries.

• Flexibility: Dynamically adjusts priorities in response to changing circumstances; an agile learner who can operate effectively in complex environments while shielding customers from that complexity.

• Prioritization & Multitasking: Effectively manages multiple tasks and competing priorities, demonstrating strong organizational skills and the ability to balance workload in a fast-paced environment.

• Travel. This position is based in Horsham, Pennsylvania and may require up to 10% travel to other J&J locations for business meetings. 

 

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:

Collaborating, Cross-Functional Collaboration, Customer Acquisition Strategy, Customer Centricity, Customer Journey Mapping, Customer Relationship Management (CRM), Customer Retentions, Customer Success Management (CSM), Developing Others, Inclusive Leadership, Leadership, Performance Measurement, Process Improvements, Relationship Building, Sales Enablement, Sales Support, Service Excellence, Team Management