Director, Cell Therapy Patient Operations

🔥 12 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $210k - $240k / year

⏰ Full Time

🔴 Lead

😶‍🌫️ Therapist

👻 Ghost score 0%

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Immatics

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏥 Healthcare

🧬 Biotechnology

💊 Pharmaceuticals

Healthcare • Biotechnology • Pharmaceuticals

Immatics is a biotechnology company focused on developing targeted immunotherapies for cancer patients, particularly in treating solid tumors. The company combines the discovery of cancer immunotherapy targets with the development of specific T cell receptors to enable a robust immune response. Immatics' pipeline includes Adoptive Cell Therapies and TCR Bispecifics, and it collaborates with global leaders in the pharmaceutical industry. The company's mission is to advance its therapies to improve the lives of cancer patients, and it maintains a strong commitment to innovation in immunotherapy technologies.

📋 Description

• Lead the day-to-day operations of Immatics’ patient-specific cell therapy product order management function supporting the TCR T-cell therapy portfolio • Build and oversee the Patient Operations team • Ensure efficient, accurate, and empathetic case and order coordination across authorized treatment centers • Build the customer service model during launch readiness • Develop SOPs, define patient and cell therapy product order management expectations, and establish scalable operational infrastructure • Direct daily operations of the customer-facing Patient Operations Team, including assignments, coverage, workflow monitoring, call center coverage, escalation resolution, and service-level adherence • Create and manage staffing and scheduling models to optimize patient throughput and authorized treatment center experience • Make decisions and solve problems affecting operational cases, product order processing, treatment scheduling, and therapy progression • Monitor case and order activity, resolve escalations, and provide real-time support to Patient Operations Managers/Sr. Managers and authorized treatment centers • Foster a high-performance, service-oriented, supportive team culture • Provide coverage outside regular working hours, including holidays and weekends, as necessary • Provide subject matter expertise and commercial business stakeholder support for the Product Ordering & Management platform • Define, draft, and refine SOPs, work instructions, and training materials • Track and report KPIs related to Patient Operations performance, scheduling, product-order execution, and case progression • Identify trends and opportunities to optimize the patient journey • Partner with cross-functional stakeholders and leadership to resolve operational gaps and improve order-handling efficiency • Partner with Patient Access & Support to establish clear handoffs and coordinated end-to-end patient support • Serve as an escalation point for complex patient cases and product orders • Support team management, cross-functional meetings, treatment center partnerships, and launch activities through approximately 10–20% travel

🎯 Requirements

• Bachelor's Degree in life sciences, healthcare, or related discipline required • 10+ years of experience in biotechnology, pharmaceutical industry, or related fields required • 5+ years of experience in autologous cell therapy case and product order coordination and management, or transplant operations, preferably in cell or gene therapy, oncology, or complex therapeutics • 3+ years in a team lead or supervisory capacity, with responsibility for scheduling, coaching, mentoring, and daily case and order management operations • Direct experience with T-cell therapy or other autologous cell therapy operational patient case and product order management preferred • Experience with call center structure, shift design, or customer service models preferred • Clinical background with an advanced degree such as RN, NP, PA, PharmD, or MSW preferred • Experience in solid tumor oncology preferred • Familiarity with oncology patient access and reimbursement considerations and their potential impact on treatment scheduling and operational progression preferred • Experience in regulated environments preferred • Player-coach mentality preferred • In-depth understanding of treatment center workflows, cell therapy coordination, apheresis, and chain-of-identity / chain-of-custody logistics preferred • Excellent interpersonal skills with a service-first mindset and a 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 • Available for travel as needed, approximately 10–20% • Must be authorized 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, granted up front each year and prorated for first and last year of employment • 12 company paid holidays • 7 days of sick time • 100% employer-paid life insurance up to 1x annual salary, up to one hundred thousand dollars • 100% employer-paid short- and long-term disability coverage • 401(k) with immediate eligibility and company match • Partially paid parental leave for eligible employees • Additional voluntary employee-paid benefits and services, including accident, hospital indemnity, and critical illness insurance, as well as identity theft protection and pet insurance • Fully remote work arrangement • Global impact through cancer immunotherapy development • Professional growth in a collaborative environment