Director, Cell Therapy Patient Operations

Immatics

. Lead the day-to-day operations of Immatics’ patient-specific cell therapy product order management function supporting the TCR T-cell therapy portfolio .

Posted 9/15/2026full-timeRemote • Texas • United StatesLead💰 $210,000 - $240,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in patient-specific cell therapy product order management, with a strong focus on operational efficiency, team leadership, and customer service excellence. Proficient in developing SOPs and managing cross-functional collaborations to enhance patient journey and treatment center workflows.

Highest-signal resume keywords

Patient-Specific Cell Therapy ManagementTeam Leadership and DevelopmentSOP Development and ImplementationOperational Efficiency in BiotechnologyCustomer Service Model Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Cell Therapy CoordinationOrder ManagementCase ManagementSchedulingKPI TrackingApheresis LogisticsOncology Treatment WorkflowRegulatory ComplianceEscalation ManagementProblem Solving

Soft Skills

Interpersonal SkillsOrganizational SkillsSolution-Oriented ApproachTeam Culture DevelopmentCoaching and Mentoring

Tools & Technologies

Product Ordering & Management PlatformCall Center StructureCustomer Service Models

Certifications & Qualifications

Bachelor's Degree in Life SciencesAdvanced Degree (RN, NP, PA, PharmD, MSW)

Industry Keywords

BiotechnologyPharmaceutical IndustryAutologous Cell TherapyOncologyComplex TherapeuticsPatient AccessReimbursement ConsiderationsSolid Tumor OncologyLaunch-Phase EnvironmentChain-of-Custody Logistics

About the role

Key responsibilities & impact

Lead the day-to-day operations of Immatics’ patient-specific cell therapy product order management function supporting the TCR T-cell therapy portfolio
Build and oversee the Patient Operations team
Ensure efficient, accurate, and empathetic case and order coordination across authorized treatment centers
Build the customer service model during launch readiness
Develop SOPs, define patient and cell therapy product order management expectations, and establish scalable operational infrastructure
Direct daily operations of the customer-facing Patient Operations Team, including assignments, coverage, workflow monitoring, call center coverage, escalation resolution, and service-level adherence
Create and manage staffing and scheduling models to optimize patient throughput and authorized treatment center experience
Make decisions and solve problems affecting operational cases, product order processing, treatment scheduling, and therapy progression
Monitor case and order activity, resolve escalations, and provide real-time support to Patient Operations Managers/Sr. Managers and authorized treatment centers
Foster a high-performance, service-oriented, supportive team culture
Provide coverage outside regular working hours, including holidays and weekends, as necessary
Provide subject matter expertise and commercial business stakeholder support for the Product Ordering & Management platform
Define, draft, and refine SOPs, work instructions, and training materials
Track and report KPIs related to Patient Operations performance, scheduling, product-order execution, and case progression
Identify trends and opportunities to optimize the patient journey
Partner with cross-functional stakeholders and leadership to resolve operational gaps and improve order-handling efficiency
Partner with Patient Access & Support to establish clear handoffs and coordinated end-to-end patient support
Serve as an escalation point for complex patient cases and product orders
Support team management, cross-functional meetings, treatment center partnerships, and launch activities through approximately 10–20% travel

Requirements

What you’ll need

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
Direct experience with T-cell therapy or other autologous cell therapy operational patient case and product order management preferred
Experience with call center structure, shift design, or customer service models preferred
Clinical background with an advanced degree such as RN, NP, PA, PharmD, or MSW preferred
Experience in solid tumor oncology preferred
Familiarity with oncology patient access and reimbursement considerations and their potential impact on treatment scheduling and operational progression preferred
Experience in regulated environments preferred
Player-coach mentality preferred
In-depth understanding of treatment center workflows, cell therapy coordination, apheresis, and chain-of-identity / chain-of-custody logistics preferred
Excellent interpersonal skills with a service-first mindset and a calm, solution-oriented approach to escalation management
Strong organizational and problem-solving skills with the ability to work under pressure in a launch-phase environment
Available for travel as needed, approximately 10–20%
Must be authorized to work in the United States without the need for current or future sponsorship
Successful completion of a background check, reference checks, and pre-employment drug screening, where permitted by applicable law

Benefits

Comp & perks

Competitive rates for Health, Dental, and Vision Insurance
4 weeks of vacation, granted up front each year and prorated for first and last year of employment
12 company paid holidays
7 days of sick time
100% employer-paid life insurance up to 1x annual salary, up to one hundred thousand dollars
100% employer-paid short- and long-term disability coverage
401(k) with immediate eligibility and company match
Partially paid parental leave for eligible employees
Additional voluntary employee-paid benefits and services, including accident, hospital indemnity, and critical illness insurance, as well as identity theft protection and pet insurance
Fully remote work arrangement
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