Manager/Sr. Manager Order Management

Job Description

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.

Role Overview
The Manager/Senior Manager, Order Management is responsible for leading end‑to‑end order operations to ensure timely, accurate, and compliant product fulfillment in support of patient therapy initiation and continuation. This role serves as a central coordination point across internal teams, HUB services, Specialty Distributors (SDs), 3PL partners, pharmacy stakeholders, and the field organization.
The position plays a critical role in driving operational excellence, resolving complex order‑related issues, improving cross‑functional alignment, and enhancing the overall customer and patient experience.

Job Requirements

Order Management & Operations

• Lead daily order intake, scheduling, and execution across Sites of Care (SOC) process
• Ensure accurate and timely order processing across all systems and partners
• Drive adherence to established workflows, service levels, and operational KPIs

Cross‑Functional & Partner Coordination
Coordinate order execution across:

• HUB Vendor
• Specialty Distributors
• 3PL partners
• UroGen Pharmacy operations
• Act as the central point of accountability to ensure alignment across all stakeholders involved in order fulfillment

Issue Resolution & Escalation Management

• Lead resolution related to customer order intake issues
• Manage and resolve complex order issues, including delays, missing orders, and incorrect shipments
• Partner effectively with 3PL, SDs, pharmacy, and field teams to drive timely and durable resolution

Order Reconciliation & Accuracy

• Oversee daily order reconciliation activities
• Ensure no gaps or missed orders across systems (e.g. Urogen Support and downstream partners)
• Proactively identify, investigate, and resolve discrepancies

Returns, Replacements & Credits

• Support end‑to‑end processes for product replacements and credits
• Ensure compliance with internal policies and external regulations
• Drive timely resolution of financial and operational impacts

Process Improvement & Operational Excellence

• Identify gaps in current workflows and implement scalable, standardized solutions
• Partner with UroGen Support and cross‑functional teams to continuously improve processes
• Drive efficiency, accuracy, and consistency across order management operations

Field & Stakeholder Support

• Serve as the primary order management point of contact for field teams
• Provide proactive communication, issue updates, and resolution support
• Strengthen partnerships with field stakeholders to minimize delays and improve overall experience
  
  

Job Responsibilities

Education

• Bachelor’s degree in business, Supply Chain, Healthcare Administration, or related field required
• MBA or advanced degree preferred

Experience

• Manager: 3–5 years of experience
• Senior Manager: 5–8 years of experience
• Background in order management, supply chain, operations, or Pharmacy operations
• Experience in pharmaceutical, biotech, specialty pharmacy, or healthcare distribution strongly preferred
• Hands‑on experience working with HUB vendors, Specialty Distributors, and 3PL partners

Functional & Systems Expertise

• Strong understanding of the end‑to‑end order‑to‑cash lifecycle
• Experience managing complex, multi‑site SOC order flows
• Familiarity with pharmacy operations, specialty distribution models, and reimbursement/BI processes preferred
• Experience with CRM and order management systems (e.g., Salesforce, SAP)
• Strong proficiency in Excel, dashboards, reconciliation, and reporting tools

Core Competencies

• Exceptional problem‑solving and analytical skills
• High attention to detail and operational rigor
• Strong communication, stakeholder management, and escalation leadership
• Ability to lead cross‑functional teams and external vendors
• Continuous improvement mindset with change‑management capability
• Ability to thrive in a fast‑paced, complex, and ambiguous environment

Impact of the Role
This role is critical to:

• Ensuring timely and accurate order fulfillment
• Reducing operational delays and errors
• Improving coordination across HUB, distribution, and field teams
• Enhancing customer and patient experience
  
  

Job Benefits

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

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

We are an Equal Opportunity Employer