Director, CAR-T Order Fulfillment Experience
Director, CAR-T Order Fulfillment Experience
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Job Description
At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at
Job Function:
Customer ManagementJob Sub Function:
Non-Technical Customer ServiceJob Category:
People LeaderAll Job Posting Locations:
Horsham Pennsylvania United States of AmericaJob Description:
Johnson & Johnson is recruiting for a Director CAR-T Order Fulfillment Experience located 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.
A Day in the Life
Day to day responsibilities include:
People Development leads a team supporting order fulfillment strategy execution and experience
Operational Excellence Shapes continuous improvement initiatives and long term fulfillment program strategy; implements solutions to seamlessly execute order fulfillment now and as program scales; identifies and drives cross functional initiatives to improve efficiency and customer experience leveraging technology AI and agentic workflows
Customer Experience Models a customer centric culture through training coaching and continuous focus internally and externally to implement best practices in delivering a superior experience which is industry leading
Measurement Data Analytics & Reporting Shapes and delivers data analytics and reporting strategy to deliver real-time accurate data and reports to support order fulfillment insight generation; develops goals and critical metrics that reflect brand strategies; develops leading indicators to help with forecasting presents performance summaries and strategic recommendations to leadership team
Program Operations & Compliance Maintains order fulfillment program in accordance with internal policy (Ex. Quality monitoring training). Includes program approvals SOPs work instructions compliance and training
Budgeting Owns fulfillment budget including customer service/team needs scaling/efficiency initiatives and forward looking solution investment; proactively monitors and handles spend collaborating with cross function partners in Supply Chain Technology etc.
About You
You are compassionate and empathetic putting yourself in the shoes of the customers and patients you support and the providers who care for them. Youre passionate about delivering a great customer experience that stakeholders will remember and want to tell other people about and you hold your team suppliers and partners to that high standard. You welcome the challenge of working in a highly visible highly accountable role where you can meaningfully impact the health and wellbeing of others. You feel energized to be part of a team that is constantly innovating building new capabilities and ways of working. You consistently deliver great results but even when you fall short you learn from it.
Qualifications:
- A Bachelors degree is required; MBA preferred
- Minimum of 10 years of experience in the healthcare industry is required with a minimum of 3 years demonstrated customer service or operations experience
- A mix of experiences across the following areas is preferred:
Manufacturing / Supply Chain
Finance / Trade Process Planning
Customer Call Center
Academic or Large Treatment Center
Oncology CAR-T or Cell & Gene Therapy Experience
- At least 3 years of tried performance in developing and leading teams is required; experience leading marketing and/or field-based teams is preferred
- Call Center and/or Hub Operations/Management services and/or customer experience marketing is preferred
- Experience working with customers and translating customer needs to the broader organization is preferred
- A demonstrated ability to partner and work with multiple agencies/vendors manage budgets and projects cross-functionally cross-geography and with cross-company teams of high-level managers and executives is required
- An ability to manage multiple demands and priorities on time lead teams gain alignment and drive decision making in a rapid paced environment is required.
- Strong verbal and written communication skills are required along with demonstrated presentation skills.
This position is based in Horsham PA and requires up to 25% 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 and 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 please email the Employee Health Support Center () or contact AskGS to be directed to your accommodation resource.
Required Experience:
Director
Employment Type
Full-Time
