Cell Therapy Customer Logistics Lead

Johnson & Johnson Innovative Medicine • Horsham, PA

3d • Onsite

About The Position

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.

Requirements

• A minimum of a Bachelor’s degree is required.
• 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
• Excellent oral and written communication skills, including the ability to manage complaints and defuse difficult situations.
• Effectively works in a team environment, coordinating activities and building partnerships across multiple internal and external organizations.
• Skilled in problem solving, leveraging personal knowledge and available resources to navigate ambiguity, resolve customer issues, and ensure satisfaction.
• Demonstrates strong case management skills, proactively managing workload, taking ownership, and ensuring timely, end-to-end resolution of customer inquiries.
• Dynamically adjusts priorities in response to changing circumstances; an agile learner who can operate effectively in complex environments while shielding customers from that complexity.
• Effectively manages multiple tasks and competing priorities, demonstrating strong organizational skills and the ability to balance workload in a fast-paced environment.

Nice To Haves

• 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

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager