Chief of Order Operations & Customer Experience

UroGen Pharma, Inc.; Philadelphia (Philadelphia County); On-site; USD 140,000 - 190,000; Full time

Job summary

UroGen Pharma, Inc. is seeking an Executive Director, Order Operations and Customer Service to lead the end-to-end order operations and customer service function.

The role guides a ~10-person team, partners across Commercial, Supply Chain and IT, and drives scalable, high-touch service for healthcare providers, distributors and pharmacies. Responsibilities include defining strategy, building capability, enabling growth, and ensuring compliant, timely and accurate order fulfillment with

Qualifications

• 12+ years in pharmaceutical or biotechnology order management, customer operations or related fields.
• 7+ years in people leadership, including frontline teams or managers.
• Experience owning end-to-end order management in a regulated environment.
• Ability to design and improve customer service models and escalation paths.
• Proven track record resolving complex order, access or fulfillment issues.
• Strong governance of external partners and distributors.

Responsibilities

• Set the functional strategy, operating model and multi-year roadmap for Order Operations and Customer Service.
• Lead a high-performing, customer-focused organization and manage performance.
• Translate goals into priorities, budgets and staffing with measurable outcomes.
• Advise senior leadership with data-driven perspectives on customer needs and risks.
• Plan for growth, launches, and channel expansion to ensure continuity.
• Define service standards, accessibility and proactive communication across channels.
• Own end-to-end order execution and reconciliation with internal and external partners.
• Monitor quality, compliance and data integrity in supporting systems like Salesforce.

Skills

Executive leadership

Strategic planning

Cross-functional collaboration

Communication & influence

Problem solving

Change management

Data-driven decisions

Customer service strategy

Education

Bachelor's degree in business / supply chain / healthcare administration

12+ years pharma/biotech order management experience

Tools

Salesforce

Job description

UroGen Pharma, Inc. is seeking an Executive Director, Order Operations and Customer Service to lead the end-to-end order operations and customer service function.

The role guides a ~10-person team, partners across Commercial, Supply Chain and IT, and drives scalable, high-touch service for healthcare providers, distributors and pharmacies. Responsibilities include defining strategy, building capability, enabling growth, and ensuring compliant, timely and accurate order fulfillment with