Lead daily operations of the case management function for Orca Bio, overseeing a team and developing customer service processes for Orca-T therapy.
More than one million people in the United States today are fighting blood cancer. While a traditional allogeneic stem cell transplant has been the best hope for many, the transplant itself can prove fatal or lead to serious conditions, such as graft vs. host disease. Orca Bio is a late-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. With our purified, high-precision investigational cell therapies we hope to not only replace patients' blood and immune systems with healthy ones, but also restore their lives.
The Case Management Lead will lead the day-to-day operations of Orca Bio’s case management function supporting Orca-T, our investigational high-precision cell therapy. This individual will oversee a team of 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 building Orca Bio’s customer service model during launch readiness, developing SOPs, defining service expectations, and establishing the infrastructure for a scalable order management function. This role is ideal for someone who thrives in a launch-phase environment and is excited to shape how Orca Bio partners with treatment centers at every touchpoint of the therapy journey.
Location: preferential treatment will be given to candidates located near one of Orca Bio’s offices in California.
Essential Duties & Key Responsibilities
- Team Leadership & Daily Operations:
- Oversee the daily operations of the case management team, including case assignment, workflow monitoring, coverage, and adherence to service level expectations.
- Create and manage the staffing and scheduling model for the order management/case management function, ensuring optimal patient throughput and site experience.
- Monitor case activity, respond to escalations, and provide real-time support to case managers and treatment centers.
- 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.
- Launch Readiness & Continuous Improvement:
- Collaborate with Commercial and Technical Operations leadership to define the Orca-T customer service model, including workflows, team structure, escalation protocols, and cross-functional handoffs.
- Define, draft and continuously refine case management SOPs, work instructions, and training materials.
- Contribute to the design and implementation of Orca Bio’s commercial ordering platform.
- After launch, 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.
Minimum Requirements
- 5–8+ 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.
- At least 2 years in a team lead or supervisory capacity, with responsibility for scheduling, coaching, mentoring, and daily operations.
- Player-coach mentality.
- 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.
Who we are
We are driven by a passion for science and compassion for patients. We act with urgency to ensure our treatments are one day accessible to all who need them.
We live by our core values of passion, courage, and integrity. Excellence in our work means the chance to unlock a better quality of life for our patients, and with that comes tremendous responsibility.
We innovate on a path that hasn’t been paved. We embrace an entrepreneurial spirit and take calculated risks to achieve our mission. We aren’t afraid to ask “why not” and challenge the status quo.
We maintain a start-up culture of camaraderie and leadership by example, regardless of title.
We’re proud to be an equal opportunity employer, and recognize that celebrating our differences creates stronger, lasting solutions that better serve our team, our patients and their healthcare providers.
Notice to staffing firms
Orca Bio does not accept resumes from staffing agencies with which we do not have a written agreement and specific engagement for a particular opening. Our employment activities, inquiries and offers are managed through our HR/Talent team, and all candidates are presented through this channel only. We do not accept unsolicited resumes, and we rarely outsource recruitment.
Top Skills
Case Management Systems
Cell Therapy
Customer Service Models
Order Management Platforms
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