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**Job Function: **
Customer Management
**Job Sub Function: **
Multi-Family Customer Management
Job Category:
People Leader
All Job Posting Locations:
Horsham, Pennsylvania, United States of America
Job Description:
Johnson & Johnson Innovative Medicine is recruiting for a Senior Director, CAR-T Commercial Operations to be 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
This role will be responsible for leading all U.S. operational strategies and execution relating to the commercialization of CARVYKTI. In addition, this role will have responsibility for strategy development and execution of transforming the customer experience for cell therapy to ensure competitive advantage for Johnson & Johnson.
The Sr. Director, CAR-T Operations, will lead the Commercial Operations team supporting all end-to end order fulfillment and operational strategy and execution efforts for CARVYKTI, a cellular therapy for the treatment of multiple myeloma. The position will be responsible for the development of an integrated U.S./global operational strategy, directing all U.S. operational activities and the design, planning, and execution of all the operational tactics to support accelerated growth of CARVYKTI. This role oversees the end-to-end CARVYKTI fulfillment customer experience, and will partner with Global and other cross functional partners (Supply Chain, IT, Strategic Customer Group, and Medical Affairs) to shape, formalize, and deploy an end-to-end Customer Experience operation and governance model that evolves and iterates over time. The scope of this role also includes the strategic planning, oversight, and execution of site certification and activation for the expanding national network of treatment sites.
This position will work with internal and external partners to ensure exquisite coordination and compliance between the site and cellular manufacturing. The Sr. Director will work closely with internal partners including IM Supply Chain (IMSC), Business Technology (IT), Patient Engagement & Customer Solutions (PECS), Finance, Global Commercial Strategy (GCSO), New Product Development (NPD), Strategic Customer Group (SCG), and others to ensure successful growth of CARVYKTI. The Sr. Director must also work closely with multiple functions including Sales, Sales Training, Commercial Excellence, Finance, Medical Affairs, R&D, Corporate Communications, and outside agencies and vendors in order to effectively develop and execute key operational activities. The position will build, evolve, and lead a team of operational professionals (including staff that has direct reports) and the incumbent will be responsible for staffing, training, quality oversight (call center operations) and developing the operational team members. These operational team members will comprise both customer-facing as well as non-customer facing roles.
The Sr. Director, CAR-T Commercial Operations will report to the VP, CAR-T Marketing, Operations & Sales.
Responsibilities:
Additional responsibilities will include, but are not limited to, the following:
- Lead US strategy and implementation for all CAR-T related operations including planning and communication between clinical / nurse coordinators and internal manufacturing leads from site certification through commercial use.
- In concert with Global Commercial Strategy organization, drive customer experience enhancements for CART that span supply chain, medical and commercial functions.
- Oversee multi-layer team that evaluates and assesses CAR-T center capacity, capabilities and structures, ensures implementation of processes and SOPs, and ensures proper preparation (training, logistics, RMP, etc.) of the customer.
- Build and continually optimize an operation “playbook” that ensures a high level of consistency, quality and compliance with engagement related to chain of custody.
- Oversee appropriate education and training of all key stakeholders
- Oversee CAR-T field operations to implement business process continuous improvement
- Serve as business lead for the end-to-end order management portal
- Lead the effort to share operational and platform learnings and leverage efficiencies across organization to pave the way for global launches outside of the US of CARVYKTI, as well as future cell therapy and gene therapy launches.
**Qualifications: **
Required Minimum Education:
- A minimum of a Bachelor’s degree is required; A MS or MBA preferred.
Required Knowledge, Skills and Abilities:
- A minimum of 10 years of relevant professional experience is required
- Stakeholder management - Consistent track record in working across key internal/external stakeholders(s), influencing and negotiating
- Demonstrated financial and business acumen required
- Broad commercialization experience working at various steps of the value chain
- Understanding of CAR-T / Cell Therapy / Personalized Medicine
- Experience leading large teams across a broad scope
- Global mindset with eye to customer experience and leveraging learnings across markets
- Strong communication and negotiation skills (verbal/written), ability to build and maintain reliable internal customer relationships.
This position will be based in Horsham, PA and requires up 25% travel primarily domestic with limited international 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 & 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, ** **external applicants please contact us via https://www.jnj.com/contact-us/careers and internal employees contact AskGS to be directed to your accommodation resource.
**Required Skills: **
Preferred Skills:
Brand Recognition, Client Management, Community Relations, Customer Centricity, Customer Experience Management, Customer Relationships, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Policy Development, Relationship Building, Stakeholder Management