Job Details

About the Role

We are seeking a Manager - Cell & Gene Therapy Site Support to join our team in a specialized, high-touch role supporting complex CGT operational workflows, site readiness, and issue resolution. This is not a traditional customer service role - it is a cross-functional support position that helps ensure customers, providers, manufacturers, and internal teams can navigate complex ordering and operational processes effectively.

In this role, you will support site-related processes by helping ensure information is accurate and complete, coordinating around unique site needs, and acting as an escalation point when issues arise. You will also partner with teams across operations, supply chain, and external service providers to promote smooth execution and a strong customer experience.

This opportunity is ideal for someone who is highly organized, detail-oriented, calm under pressure, and confident managing complex stakeholder coordination in a fast-paced environment.

This is a fully remote role and can be based anywhere in the US.

Key Responsibilities

• Manage service requests, case updates, and issue resolution activities to support timely and accurate outcomes for customers, providers, manufacturers, and internal stakeholders
• Support site-related workflows by reviewing submitted information, identifying documentation or master data gaps, confirming requirements, and coordinating with the appropriate teams
• Partner with sites and internal stakeholders to address unique site needs, including non-standard requirements or documentation needs
• Serve as a point of escalation for site-related and operational issues as needed
• Provide education and support to customers and external stakeholders on ordering processes, account requirements, operational procedures, and service expectations
• Resolve routine and moderately complex service and order support issues by applying established procedures, reviewing available information, and engaging appropriate stakeholders
• Escalate higher-risk or non-standard issues with clear supporting detail and recommended actions
• Partner with internal and external stakeholders to align communication, confirm next steps, and maintain continuity across customer support and operational workflows
• Maintain accurate records, documentation, system updates, reporting, and operational metrics to support visibility, compliance, and service quality
• Analyze service trends, operational issues, and stakeholder feedback to identify recurring challenges and recommend improvements
• Contribute to workflow standardization, training support, process documentation, and continuous improvement efforts
• Support a high-touch service model by communicating professionally and effectively with customers, sites, manufacturers, and internal partners

Skills and Experience Required

• Bachelor's degree in business administration, healthcare administration, supply chain, life sciences, public health, communications, or a related field required
• 4+ years of experience in customer solutions, customer support, customer operations, healthcare operations, supply chain operations, service delivery, order management, care coordination, or a related field required
• Experience supporting cross-functional stakeholders, service request management, operational reporting, issue resolution, process improvement, or workflow optimization preferred
• Ability to manage multiple priorities and drive outcomes in a fast-paced, detail-oriented environment
• Strong problem-solving skills and the ability to work across cross-functional teams
• Excellent written and verbal communication skills, with a professional and customer-focused approach
• Strong organizational skills, follow-through, and attention to detail
• Ability to remain composed under pressure and navigate urgent or high-priority situations effectively
• Experience with Salesforce, SAP, Microsoft Office applications, reporting tools, or related operational systems preferred
• Experience in specialty pharmaceuticals, advanced therapies, manufacturer support, supply chain support, or other complex operational environments is helpful
• Certification in project management, process improvement, customer service management, healthcare operations, or a related area is a plus

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Full time