Executive Director, Order Operations and Customer Service

About the Company

UroGen is a biotech company dedicated to developing and commercializing innovative solutions that treat urothelial and specialty cancers. We are fundamentally changing the way patients are treated for urologic cancers.

Watch our New Horizons in Bladder Cancer event and discover why it's an exciting time to join UroGen Pharma. Join us and be part of the team that will redefine the future of urological cancer treatment. Behind every UroGen innovation is the inspiration to empower uro-oncology patients with life-changing treatments.

At UroGen, our people are our greatest asset. We cultivate a culture built on collaboration, creativity, and continuous growth. UroGen is a dynamic, rapidly expanding organization with an unwavering focus on improving the lives of patients because they deserve better

Position Summary

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 future managers or team leads added as the organization scales, and ensures that healthcare providers, sites of care, pharmacies, distributors and other authorized stakeholders receive accurate, timely, compliant and highly responsive support.

This leader builds a scalable, high-touch service model that makes it easier for customers to do business with UroGen. The Executive Director sets the operating model and service standards, develops talent, oversees complex escalations, uses customer and operational insights to remove friction, and partners across Commercial, Supply Chain, Market Access, Finance, Legal, Quality, IT and external fulfillment partners to improve the customer experience and support sustainable growth.Required Qualifications

• 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, with the ability to remain composed in time-sensitive situations, make sound decisions and create accountability across organizational boundaries.

Preferred Qualifications

• 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.

Additional InformationThis role may require occasional work outside standard business hours to support critical customer or order issues, product launches or periods of unusually high demand. The responsibilities described here are not intended to be exhaustive and may evolve with business needs.Executive Leadership and Functional Strategy

• Set the functional strategy. Define the vision, operating model and multiyear roadmap for Order Operations and Customer Service, aligned with UroGen's commercial priorities, customer needs and growth plans.
• Lead and develop the organization. Build a high-performing, customer-focused team; set clear expectations; coach and develop talent; manage performance; and establish succession and capability plans.
• Own resources and performance. Translate business goals into annual priorities, budgets, staffing and capacity plans, service levels and measurable outcomes, and make timely adjustments as needs change.
• Advise senior leadership. Provide clear, fact-based perspectives on customer needs, operational performance, emerging risks, capacity constraints and investment priorities, with recommended actions and accountable owners.
• Plan for growth and continuity. Ensure the function is ready for launches, volume growth, new channels, partner transitions, business interruptions and evolving site-of-care requirements.

Customer Experience and Service Excellence

• Set the customer service vision and standards. Define the customer promise and expectations for accessibility, responsiveness, accuracy, professionalism, empathy, issue ownership, proactive communication and resolution across phone, email and system-based interactions.
• Align the customer experience across channels. Partner with field leadership and other customer-facing teams to align service expectations, communications, feedback, and escalation pathways across field and Order Operations interactions.
• Own the end-to-end service experience. Ensure healthcare providers, sites of care, pharmacies, distributors and other authorized stakeholders receive seamless support from initial inquiry and order initiation through fulfillment, delivery and post-delivery follow-up.
• Build a high-touch service culture. Coach the team to listen actively, simplify complexity, anticipate needs, communicate with clarity and respect, manage expectations appropriately and take personal ownership through resolution.
• Lead service recovery. Serve as the executive escalation point for sensitive or high-impact customer situations; acknowledge concerns, establish a rapid resolution plan, provide proactive updates and confirm closure.
• Create closed-loop support. Establish clear ownership for every inquiry and issue, visible case accountability, effective handoffs and timely follow-through so that no customer concern is lost between teams or partners.
• Use the voice of the customer. Establish disciplined ways to capture feedback, contact reasons, recurring questions and sources of friction, and translate those insights into service, process, communication, training and system improvements.
• Measure and improve the experience. Maintain a customer service scorecard that includes speed to answer, response and resolution time, first-contact resolution, repeat contacts, abandonment, complaints, escalations and appropriate customer feedback measures; use trends to set priorities and coach the team.
• Deliver compliant customer support. Protect confidential information and ensure that medical inquiries, product complaints, adverse events and other regulated information are documented and routed promptly through the appropriate channels.

Order Management and Escalation Leadership

• Own end-to-end order execution. Ensure orders are received, validated, processed, fulfilled, delivered and reconciled accurately, efficiently and in compliance with applicable policies and procedures.
• Govern complex exceptions. Serve as the final operational decision-maker for high-risk, sensitive or time-critical orders that fall outside standard resolution authority, with clear assessment of customer impact and business risk.
• Coordinate resolution across the network. Bring together internal teams, specialty distributors, specialty or mixing pharmacies and sites of care to remove fulfillment barriers, clarify decisions and drive accountable next steps.
• Stay close to frontline execution. Use dashboards, case reviews and direct involvement in select critical situations to understand the customer experience, identify emerging issues and ensure the operating model works in practice.

Operational Performance Quality and Compliance

• Lead through an enterprise scorecard. Establish targets and review performance across order cycle time, on-time fulfillment, first-pass accuracy, backlog aging, service levels, escalation resolution, documentation quality, productivity and cost-to-serve.
• Build quality into the operation. Establish quality monitoring, root-cause review and corrective-action practices that reduce errors, strengthen consistency and improve outcomes at the source.
• Maintain strong controls and data integrity. Ensure complete, accurate and timely documentation in Salesforce and connected order management systems, with clear ownership, appropriate controls and audit-ready case histories.
• Sustain compliant operations. Reinforce company policies, privacy requirements, training and required reporting pathways, and partner with Legal, Quality and other functions to address risks promptly.

Cross Functional Leadership and Modernization

• Represent the function enterprise-wide. Serve as the senior voice of Order Operations and Customer Service in cross-functional planning and decision-making with Commercial, Supply Chain, Market Access, Finance, Quality, Legal, IT and field leadership.
• Establish clear governance. Define decision rights, escalation thresholds, review cadences, service-level expectations and accountability across internal teams and external fulfillment partners.
• Own the Order Orchestration platform. Partner with IT and cross-functional stakeholders to prioritize the Order Orchestration platform roadmap and oversee ongoing performance, including enhancements, defects, integrations, release readiness, technical issues and business continuity.
• Turn insight into action. Identify root causes behind recurring contacts, delays and exceptions, prioritize the highest-impact opportunities and lead improvements through implementation and sustained adoption.
• Manage external partner performance. Set expectations, review results, correct performance gaps and ensure distributors, pharmacies and other service partners operate as an integrated extension of UroGen.
• Lead change. Provide operational leadership for launches, new channels, partner transitions, system implementations and other initiatives that affect the customer or order experience.

We offer a competitive salary, employee benefits, and an excellent work environment.

• Medical
• Dental
• Vision
• 401k Match
• Paid Time Off
• Employee Assistance Program