Customer Experience Director - Northeast

Lantheus Medical Imaging • Boston, MA

267d

About The Position

Lantheus is headquartered in Bedford, Massachusetts with offices in Canada, and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio. Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease. At Lantheus our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial to our success; we respect one another and act as one knowing that someone's health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.

Requirements

• Bachelor's degree in medical field or business.
• 10 years of experience working in biotechnology, pharmaceutical, medical device or nuclear medicine industry.
• 1-2 years successful customer relationship management in Radiopharmaceuticals.
• Strong organization skills.
• Ability to work at a high-level and influence cross-functionally without having direct supervisory authority.
• Knowledge of regulatory requirements, including Department of Motor Vehicles (DMV) and Department of Transportation (DOT).
• Fluency in English.

Nice To Haves

• Experience in leading teams.
• Clinical and/or technical understanding of PET/CT Imaging with knowledge of radiopharmacy operations.
• Lives in specified geography.

Responsibilities

• Coordinate daily dose availability and supply in markets across their geography.
• Oversee and monitor daily logistics for the Lantheus portfolio including product transported to customers throughout the country.
• Create cost analysis models and recommend decisions regarding product availability and radioactivity.
• Partner with the Lantheus Supply Chain and Logistics Team to arrange flights, pickup, and deliveries as needed.
• Manage and enhance the end-to-end customer experience of ordering and utilizing Lantheus brands.
• Track and respond to customer experience issues and escalate for resolution as needed.
• Create and implement performance metrics, actionable insights, and forward-looking solutions to address customer-facing defects.
• Hold internal and external partners accountable to meeting agreed performance expectations.
• Identify, develop, and recommend solutions to resolve issues and implement effective corrective actions.

Benefits

• Equal opportunity employer that provides a workplace free from discrimination.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Merchant Wholesalers, Nondurable Goods
• Education Level: Bachelor's degree