Director, Cell Therapy Patient Operations

immatics; United States; Remote; USD 210,000 - 240,000; Full time

Job summary

Immatics is seeking a Director, Cell Therapy Patient Operations to lead the day-to-day operations of the patient-specific cell therapy product order management function. This role will build and oversee the Patient Operations team and ensure efficient, accurate case and order coordination across authorized treatment centers.

The ideal candidate has 10+ years in biotech/pharma, with autologous cell therapy order coordination and leadership experience, and will shape the expansion of our

Qualifications

• Bachelor's Degree in life sciences, healthcare, or related discipline.
• 10+ years of experience in biotechnology, pharmaceutical industry, or related fields.
• 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.

Responsibilities

• Direct and oversee the daily operations of the patient Operations Team, including ATC coverage and inquiries.
• Create staffing and scheduling model for cell therapy operational case and product order management.
• Serve as key decision-maker on matters impacting operational cases, scheduling and timelines.
• Monitor case and order activity, respond to escalations, provide real-time support to Patient Operations.
• Foster a high-performance, service-oriented team culture.
• Flexibility to cover outside regular hours, including holidays and weekends.
• Lead design and implementation of Product Ordering & Management platform.
• Define SOPs, work instructions, and training materials for efficient patient case management.
• Track and report KPIs related to Patient Operations performance.

Skills

Team leadership

Operations management

Process design

SOP development

Launch readiness

Cross-functional

Customer service mindset

Education

Bachelor's Degree in life sciences

Advanced clinical degree preferred

Job description

Join Immatics and shape the future of cancer immunotherapy; one patient at a time!

Immatics is committed to making a meaningful impact on the lives of patients with cancer. We are the global leader in precision targeting of PRAME , a target expressed in more than 50 cancers. Our cutting-edge science and robust clinical pipeline form the broadest PRAME franchise with the most PRAME indications and modalities, spanning TCR T-cell therapies and TCR bispecifics.

Why Join Us?

Innovative Environment: Help to pioneer advancements in cancer immunotherapy.

Collaborative Culture: Be part of a diverse team dedicated to your professional growth.

Global Impact: Contribute to therapies that make a lasting impact on patients globally.

Role Overview

We are seeking a Director, Cell Therapy Patient Operations to lead the day-to-day operations of Immatics' patient-specific cell therapy product order management function supporting our TCR T-cell therapy portfolio. This individual will build and oversee the Patient Operations team and be responsible for ensuring efficient, accurate, and empathetic case & order coordination across authorized treatment centers (ATC).

You will play a key role in building Immatics' best-in-class customer service model during launch readiness, developing SOPs, defining patient & cell therapy product order management expectations, and establishing the infrastructure for a scalable and efficient operational case and product order management function. This role is ideal for someone who thrives in a fast-paced, launch-phase environment and is excited to shape how Immatics partners with treatment centers, patients, and caregivers across the operational touchpoints of the cell therapy journey, in close partnership with Patient Access & Support and other cross-functional teams.

Reports to: VP, Launch Excellence, Strategy, Operations

Location: Fully Remote

Salary Range: $210,000 - $240,000

Basic Qualifications

• 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

Preferred Qualifications

• Direct experience with T-cell therapy or other autologous cell therapy operational patient case and product order management


• Experience with call center structure, shift design, or customer service models


• Clinical background with an advanced degree such as RN, NP, PA, PharmD, MSW


• Experience in solid tumor oncology


• Familiarity with oncology patient access and reimbursement considerations and their potential impact on treatment scheduling and operational progression


• Experience in regulated environments


• Player-coach mentality - comfortable operating hands-on while leading a team


• In-depth understanding of treatment center workflows, cell therapy coordination, apheresis, and chain-of-identity / chain-of-custody logistics

In this role you will be responsible for:

• Team Leadership & Daily Operations: Direct and oversee the daily operations of the customer-facing Patient Operations Team, including team assignment and coverage across all ATCs, workflow monitoring, call center assignment and coverage for Patient Operations inquiries, escalation resolution, team management, and adherence to service level expectations


• Create and manage the staffing and scheduling model for the cell therapy operational case and product order management function, ensuring optimal patient throughput and ATC experience


• Serve as a key decision-maker and problem-solver on matters impacting cell therapy operational cases, product order processing, treatment scheduling, and timely progression through the operational therapy journey


• Monitor operational case and order activity across the product journey, respond to and resolve escalations, and provide real-time support to Patient Operations and authorized treatment centers


• Foster a high-performance, best-in-class, service-oriented, and supportive, cohesive culture within the team


• Flexibility to cover for or support Patient Operations outside of regular working hours, including holidays and weekends, as necessary


• Launch Readiness & Process Development: Provide subject matter expertise and serve as the commercial business stakeholder for the design and implementation of Immatics' Product Ordering & Management platform.


• Define, draft, and continuously refine cell therapy operational case and product order management SOPs, work instructions, and training materials required for efficient patient case and order management


• Track and report on key performance indicators related to Patient Operations performance, scheduling, product-o