Director of Customer Support Engineering
DoseSpot
Case Management Lead, Cell Therapy
Orca
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteJob Level
Senior
About the role
- Oversee the daily operations of the case management team, including case assignment, workflow monitoring, coverage, and adherence to service level expectations.
- Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience.
- Monitor case activity, respond to escalations, and provide real-time support to case managers and treatment centers.
- 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.
- Collaborate with Commercial and Technical Operations leadership to define the Orca-T customer service model, including workflows, team structure, escalation protocols, and cross-functional handoffs.
- Define, draft and continuously refine case management SOPs, work instructions, and training materials.
- Contribute to the design and implementation of Orca Bio’s commercial ordering platform.
- After launch, 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.
- Lead and build Orca Bio’s case management function supporting Orca-T, overseeing a team of Cell Therapy Case Managers and ensuring efficient, accurate, and empathetic case coordination across treatment centers.
Requirements
- 5–8+ 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.
- At least 2 years in a team lead or supervisory capacity, with responsibility for scheduling, coaching, mentoring, and daily operations.
- Player-coach mentality.
- 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.
