Customer Operations Manager – Radioligand Therapy (RLT)

Novartis•Toronto, ON

1d•CA$125,120 - CA$173,696•Hybrid

About The Position

We are seeking an experienced and patient-focused professional to join our Radioligand Therapy (RLT) team as Manager, Customer Operations. In this role, you will lead the end-to-end ordering and delivery process, ensuring seamless, compliant, and high-quality service to healthcare providers. You will play a critical role in enabling operational excellence and supporting access to highly specialized therapies in a complex and regulated environment.

Requirements

Bachelor’s degree in Business, Life Sciences, Healthcare Management, or a related field
3–5+ years of experience in supply chain, customer service, or operations within pharmaceuticals, medical devices, or healthcare
Experience working in regulated environments with strong understanding of compliance requirements, CRM and ERP systems
Proven ability to collaborate effectively in cross-functional teams within complex environments
Strong customer-centric mindset with demonstrated operational rigor and process excellence
Excellent communication, problem-solving, and project management skills
Ability to manage complexity and drive execution with a patient-first mindset

Nice To Haves

Experience supporting highly specialized therapies and/or hospital-based care models
Digital and technology proficiency (e.g., analytics tools, supply chain systems, emerging technologies)

Responsibilities

Oversee end-to-end customer operations, including order processing, case management, escalations, and communications with healthcare providers and treatment centers
Act as the primary point of contact for healthcare professionals and institutions, ensuring a high-quality customer experience
Monitor and drive key operational KPIs (e.g., on-time delivery, issue resolution, unused dose management), providing insights and continuous improvement recommendations
Collaborate cross-functionally (Supply Chain, Manufacturing, Quality, Medical, Regulatory, Commercial, Field) to support therapy adoption and operational excellence
Lead onboarding and operational readiness of RLT treatment centers, ensuring standardized processes and compliance
Drive continuous improvement initiatives by leveraging analytics to optimize performance and enhance the customer journey
Ensure adherence to regulatory, compliance, and pharmacovigilance standards, including timely reporting of adverse events
Support governance, SOP standardization, and operational discipline in a highly regulated radiopharmaceutical environment