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

Johnson & Johnson Innovative Medicine • Horsham, PA

1d • Onsite

About The Position

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.

Requirements

• A minimum of a Bachelor’s degree is required.
• A minimum of 5 years of relevant experience in the healthcare industry is required.
• Understanding of data platforms and flow of information is required.
• 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

Nice To Haves

• 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.
• Experience with implementing or using AI within a technical platform is strongly preferred.

Responsibilities

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

What This Job Offers

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