Manager, Cell and Gene Therapy Site Support

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