Role Overview

We are seeking a Director, Cell Therapy Patient Operations to lead the day-to-day operations of Immatics' patient-specific cell therapy product order management function supporting our TCR T-cell therapy portfolio. This individual will build and oversee the Patient Operations team and be responsible for ensuring efficient, accurate, and empathetic case & order coordination across authorized treatment centers (ATC).

You will play a key role in building Immatics' best-in-class customer service model during launch readiness, developing SOPs, defining patient & cell therapy product order management expectations, and establishing the infrastructure for a scalable and efficient operational case and product order management function. This role is ideal for someone who thrives in a fast-paced, launch-phase environment and is excited to shape how Immatics partners with treatment centers, patients, and caregivers across the operational touchpoints of the cell therapy journey, in close partnership with Patient Access & Support and other cross-functional teams. The division of responsibilities between Patient Operations and Global Patient Supply for order management, manufacturing slot allocation and logistics is being confirmed as part of Immatics' clinical-to-commercial transition and will be finalized before the role is filled.

Schedule: Full-time, Monday to Friday; occasional flexibility required to support team coverage, case escalations, and launch milestones

Reports to: VP, Launch Excellence, Strategy, Operations

Location: Fully Remote

Salary Range: $210,000 - $240,000

Basic Qualifications

• 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

Preferred Qualifications

• Direct experience with T-cell therapy or other autologous cell therapy operational patient case and product order management
• Experience with call center structure, shift design, or customer service models
• Clinical background with an advanced degree such as RN, NP, PA, PharmD, MSW
• Experience in solid tumor oncology
• Familiarity with oncology patient access and reimbursement considerations and their potential impact on treatment scheduling and operational progression
• Experience in regulated environments
• Player-coach mentality - comfortable operating hands-on while leading a team
• In-depth understanding of treatment center workflows, cell therapy coordination, apheresis, and chain-of-identity / chain-of-custody logistics
• 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

In this role you will be responsible for:

Team Leadership & Daily Operations:

• Direct and oversee the daily operations of the customer-facing Patient Operations Team, including team assignment and coverage across all ATCs, workflow monitoring, call center assignment and coverage for Patient Operations inquiries, escalation resolution, team management, and adherence to service level expectations
• Create and manage the staffing and scheduling model for the cell therapy operational case and product order management function, ensuring optimal patient throughput and ATC experience
• Serve as a key decision-maker and problem-solver on matters impacting cell therapy operational cases, product order processing, treatment scheduling, and timely progression through the operational therapy journey
• Monitor operational case and order activity across the product journey, respond to and resolve escalations, and provide real-time support to Patient Operations Managers / Sr. Managers and authorized treatment centers
• Foster a high-performance, best-in-class, service-oriented, and supportive, cohesive culture within the team
• Flexibility to cover for or support Patient Operations Managers / Sr. Managers outside of regular working hours, including holidays and weekends, as necessary

Launch Readiness & Process Development

• Provide subject matter expertise and serve as the commercial business stakeholder for the design and implementation of Immatics' Product Ordering & Management platform.
• Define, draft, and continuously refine cell therapy operational case and product order management SOPs, work instructions, and training materials required for efficient patient case and order management
• Track and report on key performance indicators related to Patient Operations performance, scheduling, product-order execution, and operational case progression, identifying trends and opportunities for patient journey optimization

Cross-Functional Collaboration & Continuous Improvement

• Partner with cross-functional stakeholders and the Immatics leadership team to resolve operational gaps and improve cell therapy operational case and product order handling efficiency
• Partner closely with Patient Access & Support, which owns patient support and access programs including reimbursement support, financial assistance and other patient support services, to establish clear handoffs and coordinated support across the end-to-end patient journey.
• Serve as an escalation point for complex patient cases and product orders, engaging appropriate stakeholders to guide issues to resolution

Travel required: Available for travel as needed to support team management, cross-functional team meetings, treatment center partnerships, and cross-functional launch activities (approximately 10-20%)

Immatics employees are encouraged to apply; internal candidates will be considered alongside external candidates. Qualified candidates will participate in a structured interview process, which includes:

• An initial recruiter phone screen (conducted via video)
• Interviews with the hiring leader and other key stakeholders (via video)
• A final-stage interview

What do we offer?

At Immatics, we believe in investing in our team's health, safety and well-being. Here's what you can expect if you join Immatics:

Comprehensive Benefits:

• 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 at 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. The company will match 100% of your contributions up to 3% of your base salary for the first two years of employment, 4% for years 2-3 of employment, and up to 5% of your salary from the fourth year onward of continued employment.
• 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.