Manager, Cell and Gene Therapy Site Support

AmerisourceBergen Corporation; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision

Backup dependent care

Adoption assistance

Infertility coverage

Family building support

Behavioral health solutions

Paid parental leave

Paid caregiver leave

Training & development

Mentorship programs

Employee resource groups

Volunteer activities

Job summary

Cencora is seeking a Manager – Cell & Gene Therapy Site Support to join our team in a fully remote role. You will coordinate cross-functional site workflows, manage service requests, and act as escalation point to ensure accurate information and smooth operations for customers, providers, and internal teams.

This role emphasizes detailed coordination, documentation, training support, and continuous improvement in CGT processes, with exposure to Salesforce, SAP, and related systems.

Qualifications

• Bachelor’s degree in business administration, healthcare administration, supply chain, life sciences, public health, communications, or a related field.
• 4+ years of experience in customer solutions, customer support, customer operations, healthcare operations, supply chain operations, service delivery, order management, care coordination, or a related field.
• Experience supporting cross-functional stakeholders, service request management, operational reporting, issue resolution, process improvement, or workflow optimization preferred.
• Ability to manage multiple priorities and drive outcomes in a fast-paced, detail-oriented environment.
• Excellent written and verbal communication skills, with a professional and customer-focused approach.

Responsibilities

• Manage service requests, case updates, and issue resolution activities to support timely and accurate outcomes for customers, providers, manufacturers, and internal stakeholders.
• Support site-related workflows by reviewing submitted information, identifying documentation or master data gaps, confirming requirements, and coordinating with the appropriate teams.
• Partner with sites and internal stakeholders to address unique site needs, including non-standard requirements or documentation needs.
• Serve as a point of escalation for site-related and operational issues as needed.
• Provide education and support to customers and external stakeholders on ordering processes, account requirements, operational procedures, and service expectations.
• Resolve routine and moderately complex service and order support issues by applying established procedures, reviewing available information, and engaging appropriate stakeholders.
• Escalate higher-risk or non-standard issues with clear supporting detail and recommended actions.
• Partner with internal and external stakeholders to align communication, confirm next steps, and maintain continuity across customer support and operational workflows.
• Maintain accurate records, documentation, system updates, reporting, and operational metrics to support visibility, compliance, and service quality.
• Analyze service trends, operational issues, and stakeholder feedback to identify recurring challenges and recommend improvements.
• Contribute to workflow standardization, training support, process documentation, and continuous improvement efforts.
• Support a high-touch service model by communicating professionally and effectively with customers, sites, manufacturers, and internal partners.

Skills

Customer solutions

Cross-functional collaboration

Issue resolution

Process improvement

Workflow optimization

Communication skills

Education

Bachelor’s degree in business administration, healthcare administration, supply chain, life sciences, public health, communications, or a related field

Tools

Salesforce

SAP

Microsoft Office

Reporting tools

Job description

About the Role

We are seeking a Manager – Cell & Gene Therapy Site Support to join our team in a specialized, high-touch role supporting complex CGT operational workflows, site readiness, and issue resolution. This is not a traditional customer service role — it is a cross-functional support position that helps ensure customers, providers, manufacturers, and internal teams can navigate complex ordering and operational processes effectively. In this role, you will support site-related processes by helping ensure information is accurate and complete, coordinating around unique site needs, and acting as an escalation point when issues arise. You will also partner with teams across operations, supply chain, and external service providers to promote smooth execution and a strong customer experience. This opportunity is ideal for someone who is highly organized, detail-oriented, calm under pressure, and confident managing complex stakeholder coordination in a fast-paced environment.

This is a fully remote role and can be based anywhere in the US.

Key Responsibilities

• Manage service requests, case updates, and issue resolution activities to support timely and accurate outcomes for customers, providers, manufacturers, and internal stakeholders.
• Support site-related workflows by reviewing submitted information, identifying documentation or master data gaps, confirming requirements, and coordinating with the appropriate teams.
• Partner with sites and internal stakeholders to address unique site needs, including non-standard requirements or documentation needs.
• Serve as a point of escalation for site-related and operational issues as needed.
• Provide education and support to customers and external stakeholders on ordering processes, account requirements, operational procedures, and service expectations.
• Resolve routine and moderately complex service and order support issues by applying established procedures, reviewing available information, and engaging appropriate stakeholders.
• Escalate higher-risk or non-standard issues with clear supporting detail and recommended actions.
• Partner with internal and external stakeholders to align communication, confirm next steps, and maintain continuity across customer support and operational workflows.
• Maintain accurate records, documentation, system updates, reporting, and operational metrics to support visibility, compliance, and service quality.
• Analyze service trends, operational issues, and stakeholder feedback to identify recurring challenges and recommend improvements.
• Contribute to workflow standardization, training support, process documentation, and continuous improvement efforts.
• Support a high-touch service model by communicating professionally and effectively with customers, sites, manufacturers, and internal partners.

Skills and Experience Required

• Bachelor’s degree in business administration, healthcare administration, supply chain, life sciences, public health, communications, or a related field required.
• 4+ years of experience in customer solutions, customer support, customer operations, healthcare operations, supply chain operations, service delivery, order management, care coordination, or a related field required.
• Experience supporting cross-functional stakeholders, service request management, operational reporting, issue resolution, process improvement, or workflow optimization preferred.
• Ability to manage multiple priorities and drive outcomes in a fast-paced, detail-oriented environment.
• Strong problem-solving skills and the ability to work across cross-functional teams.
• Excellent written and verbal communication skills, with a professional and customer-focused approach.
• Strong organizational skills, follow-through, and attention to detail.
• Ability to remain composed under pressure and navigate urgent or high-priority situations effectively.
• Experience with Salesforce, SAP, Microsoft Office applications, reporting tools, or related operational systems preferred.
• Experience in specialty pharmaceuticals, advanced therapies, manufacturer support, supply chain support, or other complex operational environments is helpful.
• Certification in project management, process improvement, customer service management, healthcare operations, or a related area is a plus.

What Cencora offers

• Medical, dental, and vision care.
• Backup dependent care.
• Adoption assistance.
• Infertility coverage.
• Family building support.
• Behavioral health solutions.
• Paid parental leave.
• Paid caregiver leave.
• Training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.
• For details, visit https://www.virtualfairhub.com/cencora.

Equal Employment Opportunity

Full time

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned.