CAR-T Ops: Training, Quality & Systems Lead (Hybrid)

Training, Quality & Systems Lead, CAR-T Commercial Operations Location: Horsham, Pennsylvania, United States of America. Work Pattern: Hybrid Work. Posted: May 18 2026 | Requisition: R-076563. Job Description The CAR‑T Commercial Operations team (part of 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. Responsibilities Systems Training: Managing onboarding and ongoing training curriculum for the Cell Therapy Order Specialist team, including development, delivery, and maintenance of content, and coordinating with subject‑matter experts. Quality Monitoring: Managing overall interaction quality monitoring program including call monitoring, best‑practice sharing, reporting metrics, and embedding AI into the process to improve program outcomes. Documentation Management: Lead power user of documentation and curriculum tools (TruVault, Summit, Janssen Learn), identifying and collaborating on updates such as FAQs, Call Guide, and IVR updates. Systems Improvements Identification & Pull‑Through: Identifying process and technology opportunities through Voice of Customer data, assisting with pull‑through of enhancements based on the technology roadmap. BCP Ownership & Management: Driving execution and management of BCP documentation and process, including annual simulation and subsequent process improvements. Qualifications A minimum of a Bachelor’s degree. Minimum of 5 years of relevant experience in the healthcare industry, preferably with a mix of experience in: Technology & AI Training and Training Development Customer Service / Call Center Supply Chain Quality Clinical Trial 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 (e.g., TruVault, DocSpace, Summit) is strongly preferred. Excellent written and oral communication skills and experience teaching complex programs. Strong problem‑solving skills and ability to work through ambiguous situations. Agile learner comfortable operating in complex environments and shielding customers from complexity. Understanding of data platforms and flow of information; experience implementing or using AI within a technical platform is strongly preferred. Demonstrates a sense of urgency and motivation for fast‑paced environments; exercises calm, constructive judgment during demanding situations. Position location & travel: Based in Horsham, PA with up to 10% domestic travel. Preferred Skills Analytical Reasoning, Business Process Management, Communication, Corrective and Preventive Action, Customer Centricity, Customer Retention, Customer Satisfaction, Customer Service, Customer Service Philosophy, Customer Support Operations, Customer Support Trends, Omni‑Channel Support, Organizing, Problem Solving, Process Improvements, Service Request Management. Equal Opportunity Employer 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 at internal employees contact AskGS to be directed to your accommodation resource. #J-18808-Ljbffr Johnson & Johnson