Senior Manager - CAR-T Cell Therapy Experience Lead, WEST

Johnson & Johnson Innovative Medicine • Horsham, NV

10d • $141,000 - $243,800 • Remote

About The Position

At Johnson & Johnson Innovative Medicine, we are raising the bar on customer experience in the pharmaceutical industry. The CTEL team supports the activated treatment centers and the treatment center coordinators who care for cancer patients. We are deeply committed to providing them with exceptional customer experience, so they, in turn, are better positioned to treat the individuals in their care. The Sr. Manager, CAR-T Cell Therapy Experience Lead WEST is a leader of this account management team, reporting to the Group Product Director, Cell Therapy Experience. The role leads a team of individuals who serve as the primary field-based point of contact for a portfolio of certified CARVYKTI® Treatment Centers. These individuals, the CTELs, work closely with treatment center stakeholders to improve operational efficiencies to maximize opportunities for the appropriate patients to access CARVYKTI. CTELs facilitate successful CARVYKTI® product utilization of the sites by advising them on order management, operations, and logistics. Additionally, they drive growth at the site through promotional message delivery and through coordination of activities related to expansion of site capacity (e.g. satellite capabilities or outpatient clinics). The CTEL Team is the face of Johnson & Johnson Oncology CAR-T utilization to these sites and is tasked with upholding the high standards of service to which we subscribe. For certified treatment centers, the CTEL is the single point of contact for all items related to operations for their CARVYKTI® program. CTELS help advance treatment center coordinator success with CARVYKTI® therapy by triaging day-to-day logistics and issue resolution related to processes and by advising them on opportunities to enhance their operational effectiveness and efficiency, as well as providing them with operational education. The team works closely with a matrix team consisting of sales, order specialists, medical, field reimbursement, supply chain, manufacturing, etc.

Requirements

• A minimum of a Bachelor's degree is required
• a minimum 7 years of work experience in the healthcare industry is required
• 7 years + demonstrated success in Field Sales/ Sales Leadership experience.
• Field based Large Account Management, e.g., KAM/KAS experience.
• Program administration, including Oncology, Bone Marrow Transplant, CAR-T, Infusion Site or Cell & Gene therapy Treatment Center/Site of Care Certification and Activation
• RN license or Advanced Practice degree (Nurse Practitioner / PA / PharmD / MSN)
• Cell Therapy Manufacturer experience (CTEL or other role at a commensurate organization)
• Excellent oral and written communication skills, including the ability to lead conflict resolution and defuse difficult situations.
• Excellent communication skills with a demonstrated history for forging strong, productive relationships with a diverse array of customers and colleagues.
• Skilled in overseeing, monitoring, and managing complex projects and operational procedures.
• Effectively work in a team environment that will require you to coordinate activities and build partnerships across multiple internal/external organizations.
• Skilled in using personal knowledge and any other available resources to resolve problems for customers and ensure their satisfaction.
• Demonstrates a sense of urgency and is motivated by the challenge of working in a challenging environment, exercises calm, sound, constructive judgment during demanding situations.
• Demonstrates excellent case management skills.
• Eager to take ownership, be proactive, and see customer inquiries resolved through to their end.
• Can dynamically adjust priorities due to changing circumstances.
• An agile learner who is comfortable operating in complex environments and shielding customers from that complexity.

Nice To Haves

• Advanced degree is preferred
• Healthcare marketing experience in Pharmaceutical, Medical Device, or Diagnostics.
• Experience in regulated environments.

Responsibilities

• Serve as a lateral leader with multiple teams for operational account management, addressing site-specific issues and pursuing improvement opportunities for CARVYKTI® order management/logistics, including opportunities for site expansion (e.g. satellite apheresis).
• Drive CARVYKTI growth by conveying clinical efficacy and safety information, along with commercial operations messages.
• Serve as assigned sites’ subject matter expert for CAR-T operations and logistics, providing counsel on topics ranging from CARVYKTI technology utilization to process optimization.
• Applying a patient centric approach, effectively align cross-functional partners through regular participation in matrix calls with internal and alliance partner stakeholders to bring the best possible outcomes for patients and customers. These cross-functional partners include demand generating teams, institutional business partners, field reimbursement colleagues, clinical nurse educators and more.
• Facilitate education engagements aimed ongoing improving, CAR-T operations/logistics and CARVYKTI® order management systems. Also provide educational content on manufacturing general information and CARVYKTI value information.
• Via both personal, onsite observations, as well as reviews of system-generated data, proactively advise the treatment facility on opportunities to improve their utilization of, and efficiency around, the CARVYKTI® therapy.
• Leading, coaching and developing the CTEL team to consistently meet or exceed defined performance expectations and success metrics
• Holding team members accountable for adherence to strategy, executional excellence and achievement of individual and team goals
• Setting clear expectations, monitor performance, and provide timely feedback and corrective action to drive results
• Creating a culture of ownership, accountability, and continuous improvement aligned with organizational values and priorities
• Partnering with team members to identify performance gaps, remove barriers and accelerate achievement of defined success metrics

Benefits

• medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• consolidated retirement plan (pension) and savings plan (401(k)).
• long-term incentive program.
• Vacation – up to 120 hours per calendar year
• Sick time - up to 40 hours per calendar year; for employees who reside in the State of Washington – up to 56 hours per calendar year
• Holiday pay, including Floating Holidays – up to 13 days per calendar year
• Work, Personal and Family Time - up to 40 hours per calendar year

What This Job Offers

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