Executive Director, Order Operations and Customer Service

UroGen Pharma, Inc•,

13d

About The Position

The Executive Director, Order Operations and Customer Service is accountable for the strategy, leadership, and performance of UroGen’s end-to-end order operations and customer service function. The role leads a team of approximately ten Order Specialists, with managers or team leads potentially added as the organization scales. It ensures healthcare providers, sites of care, pharmacies, distributors, and other authorized stakeholders receive accurate, timely, compliant, and responsive support. The Executive Director develops a scalable, high-touch service model that makes it easier for customers to do business with UroGen. The role defines the operating model and service standards, develops talent, oversees complex escalations, uses customer and operational insights to reduce friction, and partners across Commercial, Supply Chain, Market Access, Finance, Legal, Quality, IT, and external fulfillment partners to improve customer experience and support sustainable growth. The leader sets functional strategy and multiyear plans; builds and develops the organization; manages resources, budgets, staffing, service levels, and performance; and advises senior leadership on customer needs, operational performance, risks, capacity, and investments. The role owns the end-to-end service experience and order execution, including order receipt, validation, processing, fulfillment, delivery, and reconciliation. It leads service recovery and complex order escalations, establishes customer and operational scorecards, quality monitoring, root-cause reviews, corrective actions, documentation controls, and compliant operating practices. The Executive Director represents the function across the enterprise, establishes governance and accountability with internal teams and external service partners, and partners on the Order Orchestration platform roadmap and its ongoing performance. The role also leads improvements and operational change related to launches, growth, new channels, partner transitions, system implementations, and business continuity. Occasional work outside standard business hours may be required for critical customer or order issues, product launches, or unusually high demand. Responsibilities may evolve with business needs.

Requirements

Bachelor’s degree in business, supply chain, healthcare administration, or a related field.
At least 12 years of progressive experience in pharmaceutical or biotechnology order management, customer operations, patient services, specialty pharmacy, hub services, trade, or distribution operations.
At least 7 years of people leadership experience, including responsibility for frontline teams and preferably managers or team leads, with demonstrated success developing talent and leading through change.
Demonstrated ownership of an end-to-end order management, customer operations, or customer service function in a complex, regulated environment.
Experience designing and improving customer service models, standards, escalation pathways, feedback mechanisms, and performance measures.
Demonstrated success resolving complex order, access, or fulfillment issues involving multiple internal functions and external partners.
Advanced proficiency with Salesforce or a comparable CRM or order management platform, including workflow design, queue management, reporting, dashboards, and data-quality monitoring.
Experience using operational and customer experience data to set priorities, manage service levels, identify root causes, and improve performance.
Experience establishing governance and managing the performance of specialty distributors, pharmacies, hub providers, or other external service partners.
Strong knowledge of compliance, privacy, documentation, and reporting requirements relevant to pharmaceutical customer and order operations.
Executive-level communication, judgment, and influence; ability to remain composed in time-sensitive situations, make sound decisions, and create accountability across organizational boundaries.

Nice To Haves

Experience in a small or mid-sized commercial-stage biotechnology or specialty pharmaceutical company, including a launch or rapid-growth environment.
Experience leading an entire order management or customer operations function, including building the capability internally or transitioning work from an outsourced model.
Deep working knowledge of specialty distribution, specialty or mixing pharmacy operations, buy-and-bill workflows, site-of-care coordination, and financial order reconciliation.
Experience leading CRM, order management, workflow automation, or customer service technology transformation from business requirements through implementation and adoption.
Advanced degree or Lean, Six Sigma, or other process-improvement training or practical experience.

Responsibilities

Set the vision, operating model, and multiyear roadmap for Order Operations and Customer Service in alignment with commercial priorities, customer needs, and growth plans.
Build and lead a high-performing, customer-focused team; set expectations, coach and develop talent, manage performance, and establish succession and capability plans.
Translate business goals into annual priorities, budgets, staffing and capacity plans, service levels, and measurable outcomes; adjust resources as needed.
Advise senior leadership on customer needs, operational performance, emerging risks, capacity constraints, and investment priorities, with recommended actions and accountable owners.
Prepare the function for launches, volume growth, new channels, partner transitions, business interruptions, and changing site-of-care requirements.
Define customer service standards for accessibility, responsiveness, accuracy, professionalism, empathy, issue ownership, proactive communication, and resolution across phone, email, and system-based interactions.
Align customer experience, communications, feedback, and escalation pathways across field and Order Operations interactions.
Own the end-to-end service experience from initial inquiry and order initiation through fulfillment, delivery, and post-delivery follow-up.
Develop a high-touch service culture and coach the team in active listening, simplifying complexity, anticipating needs, clear communication, expectation management, and ownership through resolution.
Serve as the executive escalation point for sensitive or high-impact customer situations; establish resolution plans, provide updates, and confirm closure.
Establish clear ownership, case accountability, handoffs, and follow-through for customer inquiries and issues.
Capture customer feedback, contact reasons, recurring questions, and sources of friction, and translate insights into service, process, communication, training, and system improvements.
Maintain a customer service scorecard covering measures such as speed to answer, response and resolution time, first-contact resolution, repeat contacts, abandonment, complaints, escalations, and customer feedback; use trends to set priorities and coach the team.
Ensure confidential information is protected and that medical inquiries, product complaints, adverse events, and other regulated information are documented and routed through appropriate channels.
Own end-to-end order execution, ensuring orders are received, validated, processed, fulfilled, delivered, and reconciled accurately, efficiently, and in compliance with applicable policies and procedures.
Make operational decisions on high-risk, sensitive, or time-critical orders outside standard resolution authority, considering customer impact and business risk.
Coordinate internal teams, specialty distributors, specialty or mixing pharmacies, and sites of care to resolve fulfillment barriers and drive accountable next steps.
Use dashboards, case reviews, and involvement in critical situations to understand frontline execution, identify emerging issues, and assess whether the operating model works in practice.
Establish and review an enterprise scorecard covering order cycle time, on-time fulfillment, first-pass accuracy, backlog aging, service levels, escalation resolution, documentation quality, productivity, and cost-to-serve.
Establish quality monitoring, root-cause review, and corrective-action practices to reduce errors and improve operational consistency and outcomes.
Maintain complete, accurate, timely, and audit-ready documentation in Salesforce and connected order management systems, with clear ownership and appropriate controls.
Reinforce company policies, privacy requirements, training, and reporting pathways; partner with Legal, Quality, and other functions to address risks promptly.
Represent Order Operations and Customer Service in enterprise planning and decision-making with Commercial, Supply Chain, Market Access, Finance, Quality, Legal, IT, and field leadership.
Define decision rights, escalation thresholds, review cadences, service-level expectations, and accountability across internal teams and external fulfillment partners.
Partner with IT and cross-functional stakeholders to prioritize the Order Orchestration platform roadmap and oversee enhancements, defects, integrations, release readiness, technical issues, and business continuity.
Identify root causes behind recurring contacts, delays, and exceptions; prioritize high-impact opportunities and lead improvements through implementation and sustained adoption.
Set expectations for external partners, review results, correct performance gaps, and ensure distributors, pharmacies, and other service partners operate as an integrated extension of UroGen.
Provide operational leadership for launches, new channels, partner transitions, system implementations, and other initiatives affecting the customer or order experience.