Director, Order Management Operations - Heme

The Director, Order Management Operations- Heme develops and provides strategic direction and leads daily operations of the US care management team supporting the US, Heme Business Unit. This individual will represent the US on the global cross-functional manufacturing team, developing slot allocation policies, managing exceptions processes, and managing system/manufacturing capacity. This individual will also play a key role in ensuring exceptional support is provided to our customers by our care manger team.  This critical role will be highly cross functional within Vertex with the goal of providing industry-leading patient support through patient facing interactions and logistical coordination.  Exceptional leadership and collaboration skills, as well as a strategic mindset are essential to the role. Strong partnerships will be required with internal functions such as finance, supply chain, manufacturing, IT, and other commercial colleagues. This individual will report to the Head of US Heme Patient Support.  

Key Responsibilities:   

Lead daily operations and overall performance of the Care Manager team in supporting the successful navigation of the Casgevy treatment journey:   

• Provision of real-time, high-quality, and individualized support to care managers   

• Clear and consistent communication of roles, responsibilities, and performance expectations  

• Daily monitoring to ensure consistent execution of all program requirements  

• First level of escalation for team members to gain resolution of issues or questions that arise relating to a Casgevy order and Vertex Connects programing  

• Consistent refinement and development of the CM role to ensure provision of impactful support in the logistical coordination of support activities and customer relationship development  

• Build/enhance and manage reporting to provide insights, trends and issues and drive CM performance  

• Collaborate with Heme leadership, the PECO Order Management Operations Director, the Patient Support Operations Associate Director, and the training team to identify performance trends and training opportunities   

• Ensure professional development of the CM team and the upskilling and refinement of the department’s daily operations.   

• Support the roll out of new PSP/OM initiatives and processes to the CM team and provide daily monitoring and reinforcement and coaching to support adoption  

• Manage team insight generation and dissemination to ensure high quality and compliant daily team activities   

• Cultivate and maintain a positive and psychologically safe team culture  

Support Heme US Order Management daily operations including:  

• Responsible for the implementation of all new global and US OM initiatives (e.g. manufacturing, systems); ensuring new policies are aligned with US business objective  

• Support US OM strategy and process optimization to ensure the processes support global OM goals and the best possible customer experience including but not limited to: 

• System requirements (VCP and BEACON) 

• Ways of working with internal teams 

• OM communications 

• SOP/WI Documentation 

• Oversight and optimization of CM OM roles and responsibilities 

•  EHR and portal system requirements (VCP and BEACON) 

• Cross functional ways of working with internal teams to support a complaint and cross functional approach to ATC support 

• Ensure timely and consistent program execution of OM Escalation, Quality Event, & Rapid Response support, lead any efforts around authoring external communications regarding specific batches and the integration of learnings into program operations 

• Provide oversight and serve as a point of escalation to remove barriers in the provision of support for all active US Casgevy orders 

• Maintain all SOP/WI documentation to ensure it accurately reflects the work being asked of the team 

• Serve as the OM cross functional partner with Vertex commercial supply chain & manufacturing team [CMSC], logistics, AIS, GTAM, and all additional supporting functions such as finance and IT for order management. 

• Collaborate with Heme leadership, the training team to identify performance trends and training opportunities.  

• Actively support the development of a positive team culture through behavior and initiatives.  

Qualifications:  

• Bachelor’s Degree  

• Strong customer service focus and the ability to act with urgency to respond to customer needs  

• CGT experience preferred  

• Strategic mindset  

• 5+ years’ experience as impactful people-leader preferably in the biotech/pharma environment  

• Excellent communication, interpersonal, and leadership skills  

• Ability to act with urgency to ensure time-critical activities are completed while ensuring all stakeholders are on-board and have clarity around the goals and objectives  

• Business savviness and ability to streamline processes and find opportunities for improvement  

• Must be able to effectively work in a fast-paced environment, with strong time-management skills  

• Some travel may be required to interact with customers and industry events and conferences  

• 10+ year’s work experience in the biotech/pharma environment 

• Excellent communication, interpersonal, and leadership skills 

• Ability to act with urgency to ensure time-critical activities are completed while ensuring all stakeholders are on-board and have clarity around the goals and objectives 

• Ability to take complex situations and break them down into simple parts to enable stakeholders to make decisions / take actions 

• Business savviness and ability to streamline processes and find opportunities for improvement 

• Must be able to effectively work in a fast-paced environment, with strong time-management skills 

• Some travel may be required to interact with Authorized Treatment Center representatives