Director, Cell Therapy Patient Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee the daily operations of Immatics’ patient-specific cell therapy product order management, specifically for the TCR T-cell therapy portfolio.

• Establish and manage the Patient Operations team.

• Ensure effective, precise, and compassionate case and order coordination across authorized treatment facilities.

• Develop the customer service framework in preparation for the launch.

• Create standard operating procedures (SOPs), outline expectations for patient and cell therapy product order management, and build scalable operational infrastructure.

• Direct daily activities of the customer-facing Patient Operations Team, encompassing assignments, coverage, workflow oversight, call center management, escalation handling, and adherence to service levels.

• Develop and oversee staffing and scheduling strategies to enhance patient throughput and the experience at authorized treatment centers.

• Make informed decisions and address issues concerning operational cases, product order processing, treatment scheduling, and therapy advancement.

• Monitor case and order activities, manage escalations, and offer on-the-spot assistance to Patient Operations Managers/Sr. Managers and authorized treatment centers.

• Cultivate a high-performance, service-oriented, and supportive team culture.

• Provide coverage beyond regular working hours, including holidays and weekends, as required.

• Serve as a subject matter expert and provide support to commercial business stakeholders for the Product Ordering & Management platform.

• Define, draft, and enhance SOPs, work instructions, and training materials.

• Monitor and report on KPIs related to Patient Operations performance, scheduling, product order execution, and case progression.

• Identify trends and opportunities to enhance the patient experience.

• Collaborate with cross-functional stakeholders and leadership to address operational gaps and improve order-handling effectiveness.

• Work with Patient Access & Support to establish clear transitions and coordinated patient support throughout the process.

• Act as an escalation point for intricate patient cases and product orders.

• Assist in team management, cross-functional meetings, partnerships with treatment centers, and launch activities with approximately 10–20% travel.

⛳️ Requirements

• A Bachelor's Degree in life sciences, healthcare, or a related field is required.

• A minimum of 10 years of experience in biotechnology, the pharmaceutical industry, or related sectors is required.

• At least 5 years of experience in coordinating and managing autologous cell therapy cases and product orders, or transplant operations, ideally in cell or gene therapy, oncology, or complex therapeutics.

• Over 3 years in a leadership or supervisory role, responsible for scheduling, coaching, mentoring, and managing daily case and order operations.

• Direct experience with T-cell therapy or other forms of autologous cell therapy operational case and product order management is preferred.

• Familiarity with call center structures, shift design, or customer service models is preferred.

• A clinical background with an advanced degree such as RN, NP, PA, PharmD, or MSW is preferred.

• Experience in solid tumor oncology is preferred.

• Understanding of oncology patient access and reimbursement factors and their potential influence on treatment scheduling and operational progress is preferred.

• Experience in regulated environments is preferred.

• A player-coach mentality is preferred.

• Comprehensive understanding of treatment center workflows, cell therapy coordination, apheresis, and logistics related to chain-of-identity and chain-of-custody is preferred.

• Exceptional interpersonal skills with a service-first mindset and a calm, solution-focused approach to managing escalations.

• Strong organizational and problem-solving abilities, capable of working under pressure in a launch-phase environment.

• Willingness to travel as needed, approximately 10–20%.

• Must have authorization to work in the United States without the need for current or future sponsorship.

• Successful completion of a background check, reference checks, and pre-employment drug screening where permitted by applicable law.

🏝️ Benefits

• Competitive rates for Health, Dental, and Vision Insurance.

• 4 weeks of vacation, awarded upfront each year and prorated for the first and last year of employment.

• 12 company-paid holidays.

• 7 days of sick leave.

• 100% employer-paid life insurance up to 1x annual salary, capped at one hundred thousand dollars.

• 100% employer-funded short- and long-term disability coverage.

• 401(k) plan with immediate eligibility and company matching.

• Partially paid parental leave for eligible employees.

• Additional voluntary employee-paid benefits and services, including accident, hospital indemnity, critical illness insurance, identity theft protection, and pet insurance.

• Fully remote work arrangement.

• Opportunity to make a global impact through cancer immunotherapy development.

• Professional development in a collaborative environment.