Remote CGT Site Operations Manager

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

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.