Director, Cell Therapy Case Management

About the role

Orca Bio is a commercial-stage biotechnology company redefining the transplant process by developing next-generation cell therapies with the goal of providing significantly better survival rates with dramatically fewer risks. The Director, Case Management will lead the day-to-day operations of Orca Bio’s national case management function supporting TREGZI, our commercially available high-precision stem cell therapy. This individual will oversee a team of existing, high performing Cell Therapy Case Managers and be responsible for ensuring efficient, accurate, and empathetic case coordination across treatment centers. You will play a key role in refining Orca Bio’s post-launch customer service model and scaling the case management infrastructure.

Responsibilities

• Team Leadership & Daily Operations
  • Oversee the daily operations of the case management team, including patient journey monitoring, adherence to service level expectations, and resolution of escalations as they arise, with real-time support to case managers and treatment centers.
  • Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience.
  • Lead daily huddles, ensure timely internal communication, and reinforce best practices and SOP compliance.
  • Foster a high-performance, best-in-class, service-oriented, and a supportive, cohesive culture within the team.
  • Support growth and development for team members.
  • Serve as the case management liaison with field team leaders.
  • Partner cross-functionally to ensure the timely distribution of information.
• Launch Readiness & Continuous Improvement
  • Collaborate with Commercial and Technical Operations leadership to refine and scale the TREGZI customer service model, including workflows, team structure, ways of working, escalation protocols, and cross-functional handoffs.
  • Partner with existing case management expertise to continuously refine case management SOPs, work instructions, and training materials.
  • Contribute to user requirements of Orca Bio’s commercial ordering platform, as needed.
  • Track and report on key performance indicators, identifying trends and opportunities for team optimization.
  • Partner with cross-functional stakeholders to resolve operational gaps and improve case handling efficiency.

Required Qualifications

• 12+ years of experience in patient case management, order coordination, transplant operations, or healthcare call center leadership, preferably in cell or gene therapy, oncology, or complex therapeutics in a commercial environment.
• 6+ years in a team lead capacity, with responsibility for scheduling, coaching, mentoring, and daily operations.
• Industry experienced required.
• Strong understanding of treatment center workflows, transplant coordination, apheresis, and chain-of-identity logistics.
• Excellent interpersonal skills with a service-first mindset and 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.
• Experience with call center structure, shift design, or customer service models is a plus.

Pay

$150,000 - $215,000 a year. The anticipated annual salary range for this job is based on prior experience in the role/industry, education, location, internal equity, and other job-related factors as permitted by law. For remote-based positions, this range may vary based on your local market.

Benefits

• Full-time employment positions will also be eligible to receive pre-IPO equity and annual bonus.
• Competitive medical, dental, and vision benefits.
• PTO, 401(k) plan, life and accidental death and disability coverage, and parental leave benefits.
• Other perks include subsidized daily lunches and snacks at our on-site locations.

Travel

Expected: up to ~25%, primarily to Orca Bio office locations in the California Bay Area, or customer sites/conferences.