Head of Clinical Command Operations

TransMedics•Andover, MA

5d•Hybrid

About The Position

TransMedics is the global leader in portable normothermic perfusion for solid organ transplantation and the company that built the National OCS Program (NOP) — the first end-to-end national donor organ procurement and delivery network. We are now redefining transplantation again with cloud-based remote monitoring and control of the OCS Gen-3.0 platform, paired with central digital command centers that coordinate donor and recipient logistics for transplant centers across the U.S. and internationally. The Head of Clinical Command Operations owns this program end-to-end: leading the Clinical Command Centers, supporting the regional NOP clinical services organization, and directing deployment of the field clinical specialist workforce. This is a high-accountability role for a clinically credible operator who has led time-critical, 24/7 clinical operations and wants to run a national program where every case matters and technology drives scale.

Requirements

Active or prior clinical licensure or certification (MD, certified clinical perfusionist, critical care RN, or equivalent), plus a master’s degree in a clinical field, healthcare administration, or business.
10+ years of progressive leadership in clinical services, field clinical operations, or clinical support within medical device, organ preservation, transplant, or a comparable time-critical clinical environment — including 5+ years at director level or above.
Direct experience in transplant, organ procurement, perfusion, or OPO operations, with working knowledge of OPTN/UNOS policy and the transplant ecosystem.
Proven success leading leaders and managing a large, geographically distributed, 24/7 on-call clinical workforce.
Working knowledge of FDA medical device regulations (21 CFR 820, complaint handling, MDR).
Executive-level communication and influencing skills; credible with transplant surgeons, hospital executives, and regulators.
Willingness to travel 20–30% to regional hubs, transplant centers, OPOs, and industry meetings.

Nice To Haves

Doctorate (DNP, PhD, MD/DO) or advanced business credential.
Experience with ex vivo organ perfusion or organ preservation technologies and associated clinical protocols.
Experience supporting commercial launch of a new device or indication in transplant centers.
Track record building or scaling a command center, dispatch, or case coordination function.
Lean, Six Sigma, or high-reliability organization (HRO) training.

Responsibilities

Set the multi-year strategy and operating model for Clinical Services and the Clinical Command Center, aligned with corporate strategy. Organize the model by organ and procedure type — case protocols, staffing models, and service-level commitments to transplant centers and OPOs.
Partner with the Clinical Field Operations Lead on the coverage model (regional hubs, on-call rotations, surge capacity, partnerships) to guarantee 24/7/365 case acceptance.
Partner with Commercial, Medical Affairs, R&D, and Regulatory on new product launches, clinical studies, and service requirements for pipeline devices.
Own end-to-end Clinical Command Center performance: case intake, triage, specialist assignment, device and consumable readiness, real-time monitoring, and clinical or technical escalation — anchored in advanced technology and automation.
Establish and manage core KPIs: case acceptance, request-to-dispatch time, on-time arrival, device readiness and failure rates, protocol adherence, preservation time, case completion, and customer satisfaction.
Run daily huddles and weekly/monthly performance reviews; drive root-cause analysis and corrective action on every compromised case.
Build a high-reliability culture with standardized playbooks, checklists, and decision support — including contingencies for transport failure and device malfunction.
Serve as senior escalation point on active cases and participate in the executive on-call rotation.
Lead and develop a Command Center team of clinical leaders overseeing team leads and specialists (perfusionists, transplant-experienced nurses, and clinical device specialists).
Co-own workforce planning with the Head of Field Clinical Operations: hiring tied to volume forecasts, territory design, on-call and travel policies, balancing engagement, and retention.
Run a rigorous onboarding, credentialing, and recertification program so every specialist is proctored and signed off before independent case coverage.
Model clinical excellence, transparency, and exemplify a culture where employees feel comfortable speaking up to do what’s right for the patient in a time-critical environment.
Ensure services meet FDA requirements (labeling and IFU adherence, complaint handling, MDR reporting), OPTN/UNOS policies, HRSA regulations, and hospital and OPO requirements.
Oversee case reviews, issue investigations, and complaint escalations with complete, timely documentation and closed-loop learning.
Partner with the training leader to develop and maintain training materials, and maintain audit readiness for regulators and clinical customers.
Own the operational relationship with supply chain and logistics partners: device positioning, consumable inventory at regional hubs, charter and commercial transport, and reverse logistics.
Serve as business owner for Command Center technology with TMDX Digital and Infrastructure — case management and dispatch, real-time device telemetry, scheduling and on-call tools, and performance dashboards.
Partner with IT, Data, and Engineering to advance remote monitoring, predictive staffing, and case analytics.