Director, Cell Therapy Case Management

Job description

More than one million people in the United States today are fighting blood cancer. While a traditional allogeneic stem cell transplant has been the best hope for many, the transplant itself can prove fatal or lead to serious conditions, such as graft vs. host disease. Orca Bio is a commercial-stage biotechnology company redefining the transplant process by developing next-generation cell therapies with the goal of providing significantly better survival rates with dramatically fewer risks.With our purified, high-precision cell therapies we hope to not only replace patients' blood and immune systems with healthy ones, but also restore their lives. **Summary of Role**: The Director, Case Managementwill lead the day-to-day operations of Orca Bio’s national case management function supporting TREGZI, our commercially available high-precision stem cell therapy. This individual will oversee a team of existing, high performing Cell Therapy Case Managers and be responsible for ensuring efficient, accurate, and empathetic case coordination across treatment centers. You will play a key role in refining Orca Bio’s post-launch customer service model and scaling the case management infrastructure. This role is a strong fit for someone who thrives in a launch-phase environment and is energized by the opportunity to shape how Orca Bio delivers exceptional customer service as it scales the safe, reliable delivery of TREGZI. **Travel Expected:** up to 25%, primarily to Orca Bio office locations in the California Bay Area, or customer sites/conferences. ### Responsibilities: **Team Leadership & Daily Operations** - Oversee the daily operations of the case management team, including patient journey monitoring, adherence to service level expectations, and resolution of escalations as they arise, with real-time support to case managers and treatment centers. - Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience. - 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. Support growth and development for team members. - Serve as the case management liaison with field team leaders. Partner cross-functionally to ensure the timely distribution of information. **Launch Readiness & Continuous Improvement** - Collaborate with Commercial and Technical Operations leadership to refine and scale the TREGZI customer service model, including workflows, team structure, ways of working, escalation protocols, and cross-functional handoffs. - Partner with existing case management expertise to continuously refine case management SOPs, work instructions, and training materials. - Contribute to user requirements of Orca Bio’s commercial ordering platform, as needed. - 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. ### Required Qualifications: - 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.