Your mission

Cell Therapy Operations Manager/Sr. Manager

Pierre Fabre, the second-largest private French pharmaceutical group and the world's second-largest dermo-cosmetics lab offers you a dynamic, purpose-driven career.  

Primarily owned by The Pierre Fabre Foundation, a government-recognized public-interest foundation, we take pride in our expertise in oncology. 

Beyond being employees, we act as entrepreneurs, and our work is a pursuit of purpose and performance. Join us in our mission to protect and preserve the health and sustainability of all people and our planet. Innovate, collaborate with healthcare professionals, and make a difference with "New Ways to Care."  

Join Pierre Fabre Pharmaceuticals to make a real impact in people's lives. Your purposeful career begins here. 

SUMMARY: 

Pierre Fabre Pharmaceuticals is seeking a highly motivated, and well-organized Cell Therapy Operations Manager or Senior Manager.  This role will manage a team of Cell Therapy Operations Specialists.  The team will be the central point of contact for Health Care Professionals (HCP) from product availability inquiry through product receipt at the institutions.  Additionally, this team will be responsible for selecting the product lot for the patient that meets the matching requirements, as well as answering and triage all inbound calls from HCPs.

ESSENTIAL FUNCTIONS:

• Manage a team of Cell Therapy Operations Specialists, with responsibilities listed below:
  • Oversight of product journey from availability inquiry through receipt at the institution
    • Perform data entry into Pierre Fabre Pharmaceuticals’ order and cell selection platform, as well as ensuring that all HCP fields are populated correctly while adhering to privacy regulations (HIPAA).
    • Work closely with HCP, Supply Chain, and 3PL partner to coordinate the delivery of product shipments.
    • Lead/participate in regular meetings with Patient Affairs and Commercial teams to discuss status of product inquiries/orders.
  • Product lot selection
    • Perform the lot selection to meet the matching requirements, per approved SOPs and work instructions.
    • Ensure lot selection performed has proper release requirements, inventory management and logistical pathways to provision product to patients.
    • Maintain audit-ready lot selection documentation within our documentation management system.
  • Central point for all HCP-originating inbound calls (customer service)
    • Answer all inbound calls from HCP and depending on the call, triage the call appropriately to medical, commercial, patient affairs teams to resolve issues effectively.
    • Respond to HCP concerns, complaints, or inquiries promptly and professionally.
    • Receive and records any adverse events or product complaints per internal policies.
    • Contribute to the improvement of customer service procedures and protocols.  Identify opportunities for enhancement in HCP communication and service delivery.
• General
  • Support the Commercial team with on-boarding of institutions.
  • Lead the development of training materials for Pierre Fabre Pharmaceuticals’ order and cell selection platform, as well as provide training and support to both internal and external users.
  • Develop procedures and work instructions required to perform required tasks.
  • Identity key performance indicators and collaborate with team to drive towards them.
  • Issue routine updates from communication tools or platforms, e.g. monthly dashboards, reports, etc.
  • Collaborate with Patient Affairs and Commercial teams to develop/implement/maintain ways of working, FAQs and responses for HCP, and other documents as appropriate.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree and 8-10 years of related biopharmaceutical work experience or Master’s degree and 6-8 years of work experience. 
• Minimum of 2 years of experience in managing/leading teams.
• Preferred experience in cell and gene therapy.
• Preferred experience in communicating with health care professionals.
• Proficiency with Microsoft Office applications and ability to extract data quickly and efficiently.
• Exceptional organizational and time management skills; ability to multi-task in fast paced environments.
• Demonstrates strong communication skills (e.g. clear and concise), and interpersonal skills including written and verbal communication and presentation.
• Ability to work independently and in a cross-functional team environment.
• Ability to problem solve, lead with courage, and directly address issues.
• Familiarity with medical terminology and pro