Vertex Pharmaceuticals · 5 hours ago
Director, Order Management Operations - Heme
Boston, MA
Full-time
Hybrid
Director/Executive
$187K/yr - $281K/yr
10+ years expVertex Pharmaceuticals is a global biotechnology company that invests in scientific innovation. The Director of Order Management Operations for Heme will develop and provide strategic direction while leading daily operations of the US care management team, ensuring exceptional support for customers through effective logistical coordination and collaboration with various internal functions.
BiotechnologyHealth CareMedicalPharmaceutical
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 managers
Clear and consistent communication of roles, responsibilities, and performance expectations
Daily monitoring to ensure consistent execution of all program requirements
First level of escalation for team members to gain resolution of issues or questions that arise relating to a Casgevy order and Vertex Connects programing
Consistent refinement and development of the CM role to ensure provision of impactful support in the logistical coordination of support activities and customer relationship development
Build/enhance and manage reporting to provide insights, trends and issues and drive CM performance
Collaborate 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 opportunities
Ensure professional development of the CM team and the upskilling and refinement of the department’s 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 adoption
Manage team insight generation and dissemination to ensure high quality and compliant daily team activities
Cultivate and maintain a positive and psychologically safe team culture
Responsible for the implementation of all new global and US OM initiatives (e.g. manufacturing, systems); ensuring new policies are aligned with US business objective
Support US OM strategy 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 teams
OM communications
SOP/WI Documentation
Oversight and optimization of CM OM roles and responsibilities
EHR 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 support
Ensure 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 operations
Provide oversight and serve as a point of escalation to remove barriers in the provision of support for all active US Casgevy orders
Maintain all SOP/WI documentation to ensure it accurately reflects the work being asked of the team
Serve 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
Qualification
Required
Bachelor's Degree
Strong customer service focus and the ability to act with urgency to respond to customer needs
Strategic mindset
5+ years' experience as impactful people-leader preferably in the biotech/pharma environment
Excellent communication, interpersonal, and leadership skills
Ability 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 objectives
Business savviness and ability to streamline processes and find opportunities for improvement
Must be able to effectively work in a fast-paced environment, with strong time-management skills
Some travel may be required to interact with customers and industry events and conferences
10+ year's work experience in the biotech/pharma environment
Ability to take complex situations and break them down into simple parts to enable stakeholders to make decisions / take actions
Preferred
CGT experience preferred
Benefits
Medical, dental and vision benefits
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.
Company
Vertex Pharmaceuticals
Vertex Pharmaceuticals is focused on the discovery and development of small molecule drugs for the treatment of serious diseases.
5001-10000 employees
H1B Sponsorship
Vertex Pharmaceuticals has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (188)
2024 (150)
2023 (111)
2022 (164)
2021 (112)
2020 (80)
Funding
Current Stage
Public CompanyTotal Funding
$657.31MKey Investors
Janssen Belgium
2024-07-10Post Ipo Secondary· $1.11M
2022-05-17Post Ipo Equity· $50M
2009-12-03Post Ipo Equity· $443M
Leadership Team
Reshma Kewalramani
CEO and President
Nina Devlin
Senior Vice President, Chief Communications Officer
Recent News
The Motley Fool
2025-12-30
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2025-12-28
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2025-12-27
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