Director, Order Management Operations - Heme

Role Summary

Director, Order Management Operations - Heme oversees daily operations of the US care management team within the Heme Business Unit, representing the US on global cross-functional teams and driving policies, capacity management, and customer support. The role requires cross-functional leadership, strategic planning, and strong partnerships across finance, supply chain, manufacturing, IT, and commercial teams. Reports to the Head of US Heme Patient Support.

Responsibilities

• Lead daily operations and overall performance of the Care Manager team to navigate the Casgevy treatment journey.
• Provide real-time, high-quality, individualized support to care managers; communicate roles, responsibilities, and performance expectations.
• Monitor daily to ensure execution of program requirements; serve as first-level escalation for issues related to Casgevy orders and Vertex Connects programming.
• Refine CM role to enhance logistical coordination and customer relationship development; build and manage reporting to drive CM performance.
• Collaborate with Heme leadership and other directors to identify performance trends and training opportunities; ensure professional development of the CM team.
• Roll out PSP/OM initiatives to the CM team with monitoring, reinforcement, and coaching for adoption; manage insights and maintain a positive team culture.
• Support US Order Management daily operations, including implementation of new global and US OM initiatives aligning with US objectives.
• Oversee system requirements (VCP and BEACON), SOP/WI documentation, and cross-functional ways of working; ensure timely OM escalation, quality events, and rapid response support.
• Act as cross-functional OM partner with Vertex supply chain, manufacturing, logistics, finance, IT, and other supporting functions; maintain SOP/WI accuracy.
• Develop positive team culture and address barriers to support for all active US Casgevy orders.

Qualifications

• Bachelor‚Äôs Degree
• Strong customer service focus; ability to respond with urgency to customer needs
• CGT experience preferred
• Strategic mindset
• 5+ years as an impactful people-leader, preferably in biotech/pharma
• Excellent communication, interpersonal, and leadership skills
• Ability to act with urgency to complete time-critical activities with clear stakeholder alignment
• Business savviness; ability to streamline processes and identify improvements
• Ability to work in a fast-paced environment with strong time-management skills
• Some travel may be required to interact with customers, events, or Authorized Treatment Center representatives
• 10+ years of work experience in biotech/pharma

Skills

• Leadership and people management
• Cross-functional collaboration
• Strategic planning and process optimization
• Program and project management
• Effective communication and stakeholder management
• System proficiency (VCP, BEACON) and SOP/WI development

Education

• Bachelor‚Äôs Degree