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

Merck • North Wales, PA

2d • $156,900 - $247,000 • Remote

About The Position

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.

Requirements

• 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 teams and external stakeholders in a highly matrixed environment.
• Proven ability to manage operational escalations, resolve complex issues, and drive alignment across different stakeholder groups.
• Strong operational execution, organizational, and project management skills, with the ability to manage multiple priorities simultaneously.
• Experience establishing operational processes, workflows, service standards, and performance expectations that support consistent execution and customer experience.
• Exceptional communication and stakeholder management skills, with the ability to effectively communicate across field teams, treatment sites, alliance stakeholders, vendors, and leadership teams.
• Experience leading and developing high-performing teams while fostering a culture of accountability, collaboration, customer focus, and operational excellence.

Nice To Haves

• Experience supporting the commercialization of complex therapies, including, cell therapy, gene therapy, radioligand therapy, or other highly coordinated treatment models.
• Experience working directly with treatment sites, hospitals, academic medical centers, community oncology practices, or integrated delivery networks.
• Experience with treatment journey orchestration platforms, workflow technologies, customer support systems, case management platforms, or operational control towers.

Responsibilities

• 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.

Benefits

• medical, dental, vision healthcare and other insurance benefits (for employee and family)
• retirement benefits, including 401(k)
• paid holidays
• vacation
• compassionate and sick days
• annual bonus
• long-term incentive

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree