Director, Cell Therapy Case Management
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Job Description
Director leading Orca Bio’s national case management function for TREGZI, a commercial high-precision stem cell therapy. Scaling customer service, case coordination, and treatment-center operations.
Responsibilities:
- Lead the day-to-day operations of Orca Bio’s national case management function supporting TREGZI, a commercially available high-precision stem cell therapy
- Oversee daily operations of the case management team, including patient journey monitoring, service level expectations, escalations, and real-time support to case managers and treatment centers
- Create and manage staffing and scheduling models for order management/case management
- Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance
- Foster a high-performance, service-oriented, supportive team culture and support team growth and development
- Serve as case management liaison with field team leaders and partner cross-functionally on information distribution
- Collaborate with Commercial and Technical Operations leadership to refine and scale the TREGZI customer service model
- Refine case management SOPs, work instructions, and training materials
- Contribute to user requirements for Orca Bio’s commercial ordering platform
- Track and report key performance indicators, identify trends, and optimize the team
- Partner with cross-functional stakeholders to resolve operational gaps and improve case handling efficiency
Requirements:
- 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
Benefits:
- Pre-IPO equity
- Annual bonus
- Medical benefits
- Dental benefits
- Vision benefits
- PTO
- 401(k) plan
- Life coverage
- Accidental death and disability coverage
- Parental leave benefits
- Subsidized daily lunches and snacks at on-site locations
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