Customer Experience Director- Mid Atlantic

Lantheus • , SC

10h • $172,000 - $287,000

About The Position

The Customer Experience Director plays a critical role in ensuring Lantheus products are available to purchasing customers and patients. This role is responsible for a region of external purchasing customers to coordinate daily dose availability and supply in markets across their geography. The Director is also an integral part of a cross-functional team including Market Access, Strategic Accounts, Medical, Integrated Health Systems and other functions to identify business opportunities, address challenges and ensure availability and pull through of Lantheus products. This role is also focused on maximizing the available dose activity at assigned PET Manufacturing Facilities (PMFs) to ensure optimal distribution to ordering institutions. The incumbent will oversee and monitor daily logistics for the Lantheus portfolio including product transported to customers throughout the country that do not have local product manufacturing capabilities. The incumbent will create cost analysis models and recommend decisions, determine product availability and radioactivity, calibration times, and will partner with the Lantheus Supply Chain and Logistics Team to arrange flights, pickup, and deliveries as needed.

The role will manage and work to enhance the end-to-end customer experience of ordering and utilizing Lantheus brands through coordination of internal and external communications between all stakeholders. The incumbent will directly oversee ordering, supply, and capacity communications as well as customer complaints within their geography; tracking and responding to customer experience issues and escalate for resolution as needed. This role will also act as the key contact for product logistics and communicate daily as needed with all stakeholders including end customers, sales, commercial leadership, pharmaceutical manufacturing facilities (PMFs) and logistics partners.

The Customer Experience Director is responsible for the creation and implementation and tracking of appropriate performance metrics, actionable insights and forward-looking solutions to address customer-facing defects. The incumbent will hold internal and external partners accountable to meeting agreed performance expectations. The Director will also identify, develop and recommend solutions to resolve issues and implement effective corrective actions.

Requirements

• Bachelor’s degree in medical field or business
• 10 years of experience working in biotechnology, pharmaceutical, medical device or nuclear medicine industry
• Understands PET Imaging Customer experience and retention within a competitive marketplace
• 1-2 years successful customer relationship management in Radiopharmaceuticals with 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)
• Ability to work across time zones, after hours and weekends may be necessary from time to time
• Fluency in English

Nice To Haves

• Bachelor’s degree
• Experience in leading teams
• Clinical and/or technical understanding of PET/CT Imaging with knowledge of radiopharmacy operations
• Understanding of PET Imaging Customer experience and retention within a competitive marketplace
• Lives in specified geography (Mid-Atlantic Region – PA, DE, MD, WV, VA, KY, NC, SC)

Responsibilities

• Coordinate daily dose availability and supply in assigned markets.
• Maximize available dose activity at assigned PET Manufacturing Facilities (PMFs) for optimal distribution.
• Oversee and monitor daily logistics for product transport to customers nationwide.
• Create cost analysis models and recommend decisions regarding product availability and radioactivity.
• Partner with Supply Chain and Logistics Team to arrange flights, pickup, and deliveries.
• Manage and enhance the end-to-end customer experience of ordering and utilizing Lantheus brands.
• Coordinate internal and external communications between all stakeholders.
• Directly oversee ordering, supply, and capacity communications.
• Manage customer complaints within their geography, tracking and responding to issues.
• Act as the key contact for product logistics and communicate daily with stakeholders.
• Create, implement, and track performance metrics, actionable insights, and solutions for customer-facing defects.
• Hold internal and external partners accountable for meeting performance expectations.
• Identify, develop, and recommend solutions to resolve issues and implement corrective actions.
• Manage day to day logistical routing of Lantheus brands from PMF to customer sites.
• Schedule and order doses, arrange and optimize flights, determine/optimize calibration times, calculate radioactivity, schedule pick-up and delivery, track freight, monitor progress and communicate internally and externally.
• Oversee returns, delays, cancellations, and rescheduling.
• Identify and implement customer-facing process changes and provide feedback for continuous improvement of product logistics.
• Monitor, report, and advise on product capacity issues.
• Provide prompt and objective feedback to enhance or improve logistic performance by setting expectations and holding individuals accountable for performance.

Benefits

• Comprehensive health benefits package that includes medical, prescription drug, dental, and vision coverage
• Life and disability benefits
• Pre-tax accounts
• 401(k) with company contribution
• Generous time off package including paid vacation, holidays, sick days, and paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Director