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Senior Manager, Program Operations - Kite Konnect

Kite Konnect | Santa Monica, CA | Full Time

Job Description

Kite is a biopharmaceutical company engaged in the development of innovative cancer immunotherapies with a goal of providing rapid, long-term durable response and eliminating the burden of chronic care. The company is focused on chimeric antigen receptor (CAR) and T cell receptor (TCR) engineered cell therapies designed to empower the immune system's ability to recognize and kill tumors. Kite is based in Santa Monica, CA. For more information on Kite, please visit Sign up to follow @KitePharma on Twitter at

The Operations Program Manager oversees and manages the day to day program operations for Kite’s oncology patient & reimbursement assistance program for cancer patients. The Operations Program Manager facilitates the maximization of resources to achieve patient and healthcare professional satisfaction, productivity, and schedule adherence.

Responsibilities (include but are not limited to):

  • Manages overall performance and team motivation for Kite Konnect, our customer support operations that will utilize a suite of services to assure health care providers and patients can access our KTE-C19 therapy and have positive personalized experience. 
  • Ties company mission, vision, and goals to departmental goals and objectives
  • Establishes and holds the team accountable for program goals
  • Responsible for monitoring staffing levels and adhering to budgetary guidelines
  • Creates and performs training for team
  • Ensures Standard Operating Procedures and program forms are current and are provided to all team members
  • Identifies opportunities to enhance operational efficiencies
  • Implements changes as business needs dictate
  • Makes quantitative program and staffing recommendations
  • Develops productivity expectations
  • Supervises and mentors staff on program roles and staff development
  • Coaches team on processes and day to day customer support activities
  • Supervises daily workflow and ensures staffing scheduling meets customer volumes
  • Responds to internal team member case-related questions
  • Performs regularly scheduled case audits to monitor quality assurance and develops action plans to address issues identified
  • Conducts employee performance evaluations
  • Manages process improvement initiatives
  • Daily informal check-in with team
  • Leads weekly team meeting
  • Travels and conducts presentations to other company departments, external healthcare professionals and patients
  • Monitors emails from internal and external customers that need to be addressed immediately by a case manager
  • Participates on company-wide commercial project teams representing the department’s perspective
  • Fields customer complaints and responds in a timely manner
  • Creates and sends regular program productivity reports (timing to be determined) and analysis to team regularly, and to  senior level management as requested
  • Monitors systems issues and notifies IT until issue is resolved


  • Excellent leadership, oral communication, and customer service skills
  • Effective performance management skills
  • Proven ability to think strategically and to prioritize
  • Strong presentation skills
  • Exceptional problem solving skills
  • Ability to work enthusiastically with others
  • Self-confident and resourceful
  • Exhibits initiative, flexibility, and dependability
  • Quality work and attention to detail
  • Humility and integrity
  • Team player
  • Customer-focused
  • Business acumen / business savvy

Work experience:

  • Five or more years of reimbursement / patient services management experience preferably in a pharma / biotech or health services environment
  • Three or more years leadership / people management experience, whether on a team or working on projects preferably managing similar patient assistant programs
  • Knowledge of the Oncology Healthcare Environment preferred but not required


  • B.A. degree preferred
  • Nursing or social work education a plus although not required