Lead Cell Therapy Platform

Summary

Join Orca Bio as their Cell Therapy Platform Lead and spearhead the strategy, development, and implementation of their digital ordering and coordination platform. This pivotal role demands ownership of the platform, fostering cross-functional collaboration, managing project execution and budget, and ensuring alignment with customer needs. You will oversee the entire customer experience, lead feedback-driven improvements, and implement tools and training to enhance customer support. Success hinges on strong customer engagement, effective integration with business processes, high platform performance, and scalable infrastructure. The position requires extensive experience in healthcare, biotech, or pharma, with a focus on product/platform management and digital health solutions. You will be responsible for the platform's performance and continuous improvement, ensuring a seamless customer experience.

Requirements

• 8+ years of experience in healthcare, biotech, or pharma industries, with at least 3-5 years in a leadership role focused on product/platform management, digital health solutions, institutional engagement, or customer experience
• Experience leading or collaborating on digital solutions that support customer engagement, ordering platforms, or operational workflows in healthcare or life sciences
• Experience developing and executing customer experience strategies in institutional healthcare settings such as academic medical centers or transplant programs
• Deep understanding of treatment center workflows, including order fulfillment in the context of cell or gene therapies. Knowledge of apheresis coordination and logistics is a plus
• Strong familiarity with software development processes, functional requirements gathering, and agile or cross-functional implementation models. Familiarity with Salesforce is a plus
• Skilled at aligning onboarding and platform strategies with broader commercial objectives, messaging, and field execution
• Demonstrated ability to work across multiple functions of the business as well as with technical teams to integrate user and business needs into scalable solutions
• Experience managing complex projects and budgets while delivering against cross-functional goals and timelines
• Strong customer orientation with the ability to gather, analyze, and act on user insights to improve experience and platform usability
• Excellent communication and leadership skills; capable of translating customer needs into actionable business and technical solutions
• Ability to travel up to 30% to treatment centers, customer onboarding sessions, and technical alignment meetings
• Comfortable operating in a fast-paced, high-growth, demanding environment with a mission-driven culture

Responsibilities

• Serve as the business lead for requirements gathering, design, development, and implementation of Orca Bio’s digital ordering and coordination platform for cell therapy
• Partner closely with the technical team to convey functional requirements, manage development priorities, oversee project timelines, ensure quality, and coordinate platform deployment
• Oversee and manage the project budget to ensure alignment with business objectives and resource efficiency
• Ensure the order management workflow and patient journey are accurately captured and integrated into the platform, with a focus on meeting key customer needs
• Provide strategic input on platform scalability, functionality, and system interfaces, informed by business and customer feedback
• Serve as the key liaison across internal functions (e.g., commercial, medical, logistics, manufacturing) to gather and align cross-functional requirements, ensuring accurate development and seamless end-to-end integration
• Develop and maintain user-facing documentation and training materials to support internal teams and external partners
• Own the end-to-end user and customer experience on the platform, ensuring that functions like ordering, scheduling, and delivery are seamlessly integrated
• Align the platform’s digital interface capabilities with overall treatment center support strategies, including omnichannel customer service workflows
• Lead structured user feedback initiatives such as focus groups to gather insights and drive rapid-cycle improvements for optimal workflow integration
• Continuously refine training programs based on user feedback and identified pain points to enhance platform adoption and satisfaction
• Translate key insights from treatment center interactions into broader improvements across customer-facing programs, systems, and processes
• Design and implement systems for continuous monitoring of customer experience metrics and platform performance
• Oversee lifecycle management of critical customer touchpoints to ensure a cohesive experience
• Develop tools, resources, and support systems that simplify interactions and reduce burden on both customers and internal teams
• Establish and maintain business and platform continuity strategies to ensure uninterrupted customer access to Orca Bio products and services

Preferred Qualifications

Experience in cell therapy or other complex, highly specialized therapeutic areas is preferred