Director, Cell Therapy Case Management

Team: Logistics & Product Supply

Location: Remote

Commitment: Regular, Full-Time Employee

Workplace Type: remote

Responsibilities:

 Team Leadership & Daily Operations

• Oversee the daily operations of the case management team, including patient journey monitoring, adherence to service level expectations, and resolution of escalations as they arise, with real-time support to case managers and treatment centers.
• Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience.
• Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance.
• Foster a high-performance, best-in-class, service-oriented, and a supportive, cohesive culture within the team. Support growth and development for team members.
• Serve as the case management liaison with field team leaders. Partner cross-functionally to ensure the timely distribution of information.

 Launch Readiness & Continuous Improvement

• Collaborate with Commercial and Technical Operations leadership to refine and scale the TREGZI customer service model, including workflows, team structure, ways of working, escalation protocols, and cross-functional handoffs.
• Partner with existing case management expertise to continuously refine case management SOPs, work instructions, and training materials.
• Contribute to user requirements of Orca Bio’s commercial ordering platform, as needed.
• Track and report on key performance indicators, identifying trends and opportunities for team optimization.
• Partner with cross-functional stakeholders to resolve operational gaps and improve case handling efficiency.

Required Qualifications:

12+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership, preferably in cell or gene therapy, oncology, or complex therapeutics in a commercial environment.
6+ years in a team lead capacity, with responsibility for scheduling, coaching, mentoring, and daily operations.
Industry experienced required.
Strong understanding of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics.
Excellent interpersonal skills with a service-first mindset and calm, solution-oriented approach to escalation management.
Strong organizational and problem-solving skills with the ability to work under pressure in a launch-phase environment.
Experience with call center structure, shift design, or customer service models is a plus.