Director, CAR-T Order Fulfillment Experience

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 https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Non-Technical Customer Service

Job Category:

People Leader

All Job Posting Locations:

Horsham, Pennsylvania, United States of America

Job 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.

Learn more at https://www.jnj.com/innovative-medicine

The Director, CAR-T Order Fulfillment Experience is accountable for the CARVYKTI® end-to-end order fulfillment program inclusive of people, processes, and technology required to fulfill CARVYKTI® orders while delivering a superior customer experience.  The incumbent will be responsible for shaping and delivering program strategy to realize efficiencies at scale and deliver a seamless and differentiated customer experience in a competitive market. 

   

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. You're 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: