Account Management - Operations Specialist, Scheduling and Cell Logistics

TechDigital Group; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Global Operations Specialist to manage scheduling and logistics for clinical and commercial products. This fully remote role requires strong organizational skills and a customer-focused mindset. You will be the primary contact for manufacturing and logistics partners, ensuring seamless operations and excellent service delivery. With a standard 12-hour work schedule over the weekends, this position offers the chance to make a significant impact in a regulated environment. If you thrive in dynamic settings and have a passion for operations, this opportunity is perfect for you.

Qualifications

• 3+ years in scheduling, planning, operations, logistics, or supply chain.
• Experience in a regulated environment (cGMP/FDA) preferred.

Responsibilities

• Act as primary scheduling contact for apheresis centers and logistics partners.
• Monitor and troubleshoot patient schedules and logistics activities.
• Ensure a positive customer experience throughout the patient journey.

Skills

Customer Service Orientation

Scheduling and Planning

Problem Solving

Communication Skills

Flexibility

Education

Bachelor's Degree

Equivalent Work Experience

Tools

Salesforce CRM

APEX

Oracle

SAP

Office 365

Job description

Account Management - Operations Specialist, Scheduling and Cell Logistics

The Global Operations Specialist, Scheduling and Cell Logistics will be the primary point of contact for our manufacturing and logistics partners, both internally and externally over the weekends. The specialist will be responsible for monitoring patient treatment schedules for the manufacturing of Client's clinical and commercial autologous cellular immunotherapy products. The specialist will resolve real-time operational issues related to transportation, manufacturing, distribution, and administration. The specialist must maintain strong relationships with both internal and external partners to ensure best-in-class customer service is delivered to our patient treatment centers around the world.

The primary duty of the Global Operations Specialist, Scheduling and Cell Logistics is to execute day-to-day operations (>= 95% of time). Participation in projects and working groups with growth opportunity as operations permit, considering performance and alignment with development plan.

Position Details:
- The position is fully remote. Remote work must be performed at home with a consistent office setup and internet access, as extensive work at computers and phones is essential to job function.
- Standard work schedule will be 12 hours per day, Saturday through Monday, 12 AM ET to 12 PM ET.
- Holiday on-call support is required as assigned.
- Domestic and international travel is possible but will not exceed 10%.

Education and Experience:
- Bachelor's degree or equivalent work experience.
- 3+ years of work experience in scheduling, planning, operations, logistics, and/or supply chain.
- Experience working in Salesforce CRM, APEX, Oracle, SAP, and/or other comparable planning/scheduling/execution systems is preferred.
- Experience working in a regulated environment (cGMP/FDA) is preferred.
- Must have strong proficiency with Office 365 software, especially Outlook, Excel, PowerPoint, and Word.

Responsibilities:
- Act as initial and primary scheduling point of contact for apheresis centers, manufacturing sites, couriers, and other logistics partners.
- Create and maintain patient schedules in coordination with apheresis centers, manufacturing sites, treatment sites, and third-party logistics.
- Monitor collection, delivery, transportation, and manufacturing activities.
- Troubleshoot and develop plans of action for issues throughout the patient journey.
- Interact with internal and external stakeholders over the phone and email.
- Ensure a positive end-to-end customer experience.
- Execute urgent escalations and facilitate product returns and product replacements.
- Input and maintain transactional data related to patient schedules within Client's scheduling system.
- Actively participate in tactical and other meetings as assigned.
- Facilitate daily operations activities and meetings including shift turnover on a rotating basis.
- Provide real-time scheduling portal support to external users.
- Monitor and triage requests and issues within the case management system.
- Provide on-call and holiday support as assigned.

Knowledge, Skills, and Abilities:
- Highly self-motivated, self-aware, and professional.
- Flexible in responding to quickly changing business needs.
- Exceptional customer service orientation.
- Skilled at managing tense situations and de-escalation.
- Eager to work with teams from other regions and cultures.
- Strong sense of ownership and accountability.
- Able to work independently and in groups.
- Fluent reading, speaking, and writing skills required in English.