Head of Clinical Command Operations

Job Description:

The Head of Clinical Command Operations owns this program end-to-end: leading the Clinical Command Centers, supporting the regional NOP clinical services organization, and directing deployment of the field clinical specialist workforce. This is a high-accountability role for a clinically credible operator who has led time-critical, 24/7 clinical operations and wants to run a national program where every case matters and technology drives scale.

Responsibilities

Strategy and program design

• Working with the SVP, set the multi-year strategy and operating model for Clinical Services and the Clinical Command Center, aligned with corporate strategy.
• Organize the model by organ and procedure type — case protocols, staffing models, and service-level commitments to transplant centers and OPOs.
• Partner with the Clinical Field Operations Lead on the coverage model (regional hubs, on-call rotations, surge capacity, partnerships) to guarantee 24/7/365 case acceptance.
• Partner with Commercial, Medical Affairs, R&D, and Regulatory on new product launches, clinical studies, and service requirements for pipeline devices.

Command Center and case operations

• Own end-to-end Clinical Command Center performance: case intake, triage, specialist assignment, device and consumable readiness, real-time monitoring, and clinical or technical escalation — anchored in advanced technology and automation.
• Establish and manage core KPIs: case acceptance, request-to-dispatch time, on-time arrival, device readiness and failure rates, protocol adherence, preservation time, case completion, and customer satisfaction.
• Run daily huddles and weekly/monthly performance reviews; drive root-cause analysis and corrective action on every compromised case.
• Build a high-reliability culture with standardized playbooks, checklists, and decision support — including contingencies for transport failure and device malfunction.
• Serve as senior escalation point on active cases and participate in the executive on-call rotation.

Command Center Clinical team leadership

• Lead and develop a Command Center team of clinical leaders overseeing team leads and specialists (perfusionists, transplant-experienced nurses, and clinical device specialists).
• Co-own workforce planning with the Head of Field Clinical Operations: hiring tied to volume forecasts, territory design, on-call and travel policies, balancing engagement, and retention.
• Run a rigorous onboarding, credentialing, and recertification program so every specialist is proctored and signed off before independent case coverage.
• Model clinical excellence, transparency, and exemplify a culture where employees feel comfortable speaking up to do what’s right for the patient in a time-critical environment.

Clinical quality, safety, and compliance

• Partner with the Clinical Heads (CT and Abdominal), Quality, and Regulatory Affairs to ensure services meet FDA requirements (labeling and IFU adherence, complaint handling, MDR reporting), OPTN/UNOS policies, HRSA regulations, and hospital and OPO requirements.
• Oversee case reviews, issue investigations, and complaint escalations with complete, timely documentation and closed-loop learning.
• Partner with the training leader to develop and maintain training materials, and maintain audit readiness for regulators and clinical customers.

Logistics, devices, technology

• Own the operational relationship with supply chain and logistics partners: device positioning, consumable inventory at regional hubs, charter and commercial transport, and reverse logistics.
• Serve as business owner for Command Center technology with TMDX Digital and Infrastructure — case management and dispatch, real-time device telemetry, scheduling and on-call tools, and performance dashboards.
• Partner with IT, Data, and Engineering to advance remote monitoring, predictive staffing, and case analytics.

How Success is Measured

• Case acceptance at or above target, with zero missed cases due to staffing or dispatch failure.
• Specialist dispatch and on-site arrival within service-level targets; device readiness and field failure rates within target.
• Protocol adherence and clinical quality metrics at or above target across all regions and organ types.
• Leadership bench fully staffed with top talent for every director and manager role.
• Command Center technology roadmap approved and first phase delivered on time and on budget.
• Zero critical findings in any external or internal audits.

Working Conditions

• Sr. leadership role with 24/7 accountability. Participates in the executive on-call escalation rotation and is expected to be reachable during active critical cases. Regular presence in the Clinical Command Center with travel to transplant centers, OPOs, and industry meetings; occasional observation of procedures in clinical settings.

Minimum Qualifications

• Active or prior clinical licensure or certification (MD, certified clinical perfusionist, critical care RN, or equivalent), plus a master’s degree in a clinical field, healthcare administration, or business.
• 10+ years of progressive leadership in clinical services, field clinical operations, or clinical support within medical device, organ preservation, transplant, or a comparable time-critical clinical environment — including 5+ years at director level or above.
• Direct experience in transplant, organ procurement, perfusion, or OPO operations, with working knowledge of OPTN/UNOS policy and the transplant ecosystem.
• Proven success leading leaders and managing a large, geographically distributed, 24/7 on-call clinical workforce.
• Working knowledge of FDA medical device regulations (21 CFR 820, complaint handling, MDR).
• Executive-level communication and influencing skills; credible with transplant surgeons, hospital executives, and regulators.
• Willingness to travel 20–30% to regional hubs, transplant centers, OPOs, and industry meetings.

Preferred Qualifications

• Doctorate (DNP, PhD, MD/DO) or advanced business credential.
• Experience with ex vivo organ perfusion or organ preservation technologies and associated clinical protocols.
• Experience supporting commercial launch of a new device or indication in transplant centers.
• Track record building or scaling a command center, dispatch, or case coordination function.
• Lean, Six Sigma, or high-reliability organization (HRO) training.

As part of our long-term growth plans, TransMedics is excited to announce our plan to relocate our headquarters (HQ) to Somerville, MA by 2028. We chose this location because we believe it is a place where innovation will thrive. Our new state-of-the-art headquarters is designed to support collaboration, creativity, and discovery. We believe this will be a place where we can continue to do things few thought possible in organ transplantation to help patients. Specific timing and role impact may vary.

Every Organ Wasted is a Life Not Saved.

TransMedics, Inc. is a commercial-stage medical technology company transforming organ transplant therapy for patients worldwide. Our mission is to help save more patients’ lives by increasing access to viable donor organs for those who are awaiting an organ transplant. To accomplish this mission, we partner closely with transplant stakeholders worldwide and help expand their access to healthy donor organs, while delivering the highest quality technology, service, clinical care and outcomes. 

Driven by a passion for improving patient care, we make the impossible possible and keep our employees at the center of everything we do. Together, we strive to enhance the quality of life for transplant recipients and their families, fostering hope and healing in the journey toward better health. 

Maximize your potential at TransMedics, Inc. 

TransMedics is committed to equitable and transparent compensation. The expected base salary range for this role is $232,800-$331,350, which represents the company’s current good-faith estimate of compensation for this position. Actual salary will depend on factors such as, but not limited to, candidate experience, qualifications, skills, and the specific work location. This role may also be eligible for bonuses, equity, and a comprehensive benefits package (medical, dental, vision, retirement savings, paid time off, and wellness resources). We comply with all U.S. pay transparency laws and do not request or consider salary history.