Director, Order Management Operations Heme at Vertex Pharmaceuticals

Job DescriptionGeneral Summary: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 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 managersClear and consistent communication of roles responsibilities and performance expectationsDaily monitoring to ensure consistent execution of all program requirementsFirst level of escalation for team members to gain resolution of issues or questions that arise relating to a Casgevy order and Vertex Connects programingConsistent refinement and development of the CM role to ensure provision of impactful support in the logistical coordination of support activities and customer relationship developmentBuild/enhance and manage reporting to provide insights trends and issues and drive CM performanceCollaborate 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 opportunitiesEnsure professional development of the CM team and the upskilling and refinement of the departments 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 adoptionManage team insight generation and dissemination to ensure high quality and compliant daily team activitiesCultivate and maintain a positive and psychologically safe team cultureSupport 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 objectiveSupport US OMstrategy 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 teamsOM communicationsSOP/WI DocumentationOversight and optimization of CM OM roles and responsibilitiesEHR 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 supportEnsure 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 operationsProvide oversight and serve as a point of escalation to remove barriers in the provision of support for all active US Casgevy ordersMaintain all SOP/WI documentation to ensure it accurately reflects the work being asked of the teamServe 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:Bachelors DegreeStrong customer service focus and the ability to act with urgency to respond to customer needsCGT experience preferredStrategic mindset5 years experience as impactful people-leader preferably in the biotech/pharma environmentExcellent communication interpersonal and leadership skillsAbility 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 objectivesBusiness savviness and ability to streamline processes and find opportunities for improvementMust be able to effectively work in a fast-paced environment with strong time-management skillsSome travel may be to interact with customers and industry events and conferences10 years work experience in the biotech/pharma environmentExcellent communication interpersonal and leadership skillsAbility 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 objectivesAbility to take complex situations and break them down into simple parts to enable stakeholders to make decisions / take actionsBusiness savviness and ability to streamline processes and find opportunities for improvementMust be able to effectively work in a fast-paced environment with strong time-management skillsSome travel may be to interact with Authorized Treatment Center representativesPay Range:$187200 - $280800Disclosure Statement:The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors including skills competencies experience and other job-related factors permitted by law.At Vertex our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career financial family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter) educational assistance programs including student loan repayment a generous commuting subsidy matching charitable donations 401(k) and so much more.Flex Designation:Hybrid-Eligible Or On-Site EligibleFlex Eligibility Status:In this Hybrid-Eligible role you can choose to be designated as:1. Hybrid: work remotely up to two days per week; or select2. On-Site: work five days per week on-site with ad hoc flexibility.Note: The Flex status for this position is subject to Vertexs Policy on Flex @ Vertex Program and may be changed at any time.#LI-HybridCompany InformationVertex is a global biotechnology company that invests in scientific innovation. Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a persons race color sex gender identity or expression age religion national origin ancestry ethnicity disability veteran status genetic information sexual orientation marital status or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities in accordance with applicable law. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager or contact Talent Acquisition at Required Experience:Director Key Skills General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 187200 - 280800