Manager, Cell and Gene Therapy Site Support

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

📋 Description

• Oversee service requests, case updates, and resolution activities for customers, providers, manufacturers, and internal stakeholders.

• Evaluate submitted information, identify gaps in documentation or master data, confirm requirements, and collaborate with relevant teams.

• Collaborate with sites and internal stakeholders to meet specific site needs, including non-standard requirements or documentation requests.

• Act as an escalation point for site-related and operational challenges.

• Educate and assist customers and external stakeholders on ordering processes, account requirements, operational procedures, and service expectations.

• Address routine and moderately complex service and order support issues by utilizing established procedures and engaging stakeholders.

• Escalate higher-risk or non-standard issues, providing supporting details and recommended actions.

• Align communication, confirm next steps, and ensure continuity across customer support and operational workflows.

• Keep accurate records, documentation, system updates, reporting, and operational metrics.

• Analyze service trends, operational challenges, and stakeholder feedback to identify recurring issues and suggest enhancements.

• Participate in workflow standardization, training support, process documentation, and continuous improvement initiatives.

• Communicate professionally and effectively with customers, sites, manufacturers, and internal partners.

⛳️ Requirements

• A bachelor’s degree in business administration, healthcare administration, supply chain, life sciences, public health, communications, or a related field is required.

• A minimum of 4 years of experience in customer solutions, customer support, customer operations, healthcare operations, supply chain operations, service delivery, order management, care coordination, or a similar field is required.

• Experience in supporting cross-functional stakeholders, managing service requests, operational reporting, issue resolution, process improvement, or workflow optimization is preferred.

• Proven ability to manage multiple priorities and achieve results in a fast-paced, detail-oriented environment.

• Strong problem-solving abilities and capacity to work across cross-functional teams.

• Excellent written and verbal communication skills, with a focus on professionalism and customer service.

• Strong organizational skills, follow-through, and attention to detail.

• Ability to remain calm under pressure and effectively handle urgent or high-priority situations.

• Familiarity with Salesforce, SAP, Microsoft Office applications, reporting tools, or related operational systems is preferred.

• Experience in specialty pharmaceuticals, advanced therapies, manufacturer support, supply chain support, or other complex operational environments is advantageous.

• Certification in project management, process improvement, customer service management, healthcare operations, or a related area is a plus.

🏝️ Benefits

• Medical, dental, and vision care.

• Backup dependent care.

• Adoption assistance.

• Infertility coverage.

• Family building support.

• Behavioral health solutions.

• Paid parental leave.

• Paid caregiver leave.

• Training programs.

• Professional development resources.

• Mentorship programs.

• Employee resource groups.

• Volunteer activities.