Associate Director, US Oncology, Treatment Site Operations Coordinator; TSOC) Lead

Job Description

The U.S. Oncology business within our company is a growing and dynamic organization committed to advancing innovative therapies for patients with cancer. We have an exciting opportunity to join our dynamic commercial team as we prepare for the potential U.S. launch of an mRNA-based individualized neoantigen therapy for early-stage melanoma, being developed through an alliance partnership. This novel product has the potential to redefine personalized cancer treatment and requires a highly coordinated operating model to support seamless therapy delivery across a complex treatment ecosystem.

Reporting to the Director, Individualized Therapy Operations, the Associate Director, Treatment Site Operations Coordinator (TSOC) Lead is responsible for leading the centralized operational coordination capability that supports execution of the Intismeran treatment journey.

This leader will build, develop, and oversee a team of Treatment Site Operations Coordinators (TSOCs) responsible for coordinating patient cases, managing operational workflows, facilitating communication across stakeholders, and ensuring timely progression of patients through key treatment journey milestones. The role serves as the primary operational bridge between Treatment Site Leads (TSLs), treatment sites, alliance stakeholders, manufacturers, sequencing providers, pathology laboratories, distributors, patient support programs, and internal teams.

The TSOC team functions as the centralized coordination hub for the treatment journey, providing operational visibility, issue resolution, stakeholder communication, and case-level support to ensure patients successfully progress through each stage of the individualized therapy process. This role is accountable for establishing consistent operational standards, escalation pathways, and ways of working that enable seamless coordination across the treatment ecosystem.

• Build, lead, and develop the Treatment Site Operations Coordinator (TSOC) organization, establishing team structure, performance expectations, ways of working, and capabilities required to support launch readiness and future scale.
• Lead centralized operational coordination across the treatment journey, ensuring effective communication and alignment among treatment sites, Treatment Site Leads (TSLs), manufacturers, sequencing providers, pathology laboratories, distributors, alliance stakeholders, and internal teams.
• Oversee the centralized case management capability, including active patient case coordination, operational escalations, cross-functional stakeholders, and ensuring timely communication and resolution of issues that may impact treatment completion.
• Establish and manage operational escalation processes, proactively identifying, triaging, escalating, and resolving operational issues that may impact customer experience, treatment completion, or therapy delivery timelines.
• Drive visibility and transparency across the treatment ecosystem, providing timely status updates, operational communications, and stakeholder coordination throughout the treatment journey.
• Partner with the Individualized Therapy Operations team, Treatment Site Strategy team, TSL leadership, Patient Support, and IT to identify and resolve operational barriers, improve stakeholder experiences, and drive continuous improvement across the treatment journey.
• Establish and monitor operational service standards, performance expectations, and response timelines for the TSOC organization to ensure consistent execution and a high-quality treatment site experience.
• Lead continuous improvement initiatives focused on operational efficiency, treatment site experience, execution consistency, and treatment completion, incorporating customer feedback and operational insights to improve future performance.

Bachelor's degree or equivalent (BA/BS)

MBA or equivalent preferred

• Minimum of 5 years of experience in pharmaceutical, biotechnology, healthcare, or related industries, including experience supporting treatment operations, patient operations, customer operations, treatment site operations, commercial operations, or other cross-functional operational functions.
• Experience leading customer-facing operations, patient services, hub services, or customer support organizations, with a strong understanding of customer experience and operational issue resolution.
• Demonstrated experience coordinating activities across multiple internal…