Supervisor, Customer Experience & Order Management

NorthStar Medical Radioisotopes•Beloit, WI

1d•Onsite

About The Position

Join the best radiopharmaceutical company in the world! If you’re looking to make an impact while building a meaningful career in a specialized, fast-growing field, NorthStar Medical Radioisotopes is the place to do it. NorthStar Medical Radioisotopes is a growing, commercial-stage company focused on advancing patient care by providing therapeutic radioisotopes and novel radiopharmaceuticals to detect and treat cancer. At the forefront of NorthStar’s technological innovation is scientific excellence, using first-in-kind electron accelerator technology and integrated campus capabilities to drive progress in radiopharmaceutical manufacturing. Our work is driven by a meaningful mission—advancing life-saving radiopharmaceutical development and ensuring a reliable supply of critical medical isotopes for patients in need. As a rapidly growing organization operating on the cutting edge of science, we offer exceptional career growth and professional development opportunities, supported by world-class facilities and a competitive benefits package. The Supervisor, Customer Experience leads the Commercial department’s customer experience strategy and oversees the end-to-end process from contract execution through product delivery. This role ensures a seamless customer experience, strengthens the NorthStar brand through every customer interaction, and drives operational excellence across the Commercial function. The position serves as the primary liaison between NorthStar and its customers, partnering closely with cross-functional teams to identify and implement process improvements that enhance service, efficiency, and scalability. This role is responsible for commercial operations performance, including ownership of key performance indicators, customer-related business processes, contract execution activities, and continuous improvement initiatives. The Supervisor, Customer Experience provides leadership and direction to assigned team members, ensuring work is effectively prioritized, executed accurately, and aligned with departmental objectives. The position also serves as the escalation point for complex customer issues and develops sustainable processes that enable the team to deliver exceptional service while supporting NorthStar's continued growth.

Requirements

Bachelor’s Degree in Business or a related discipline and minimum six (6) years of experience in office/operations management, business process improvement, or administration, with a minimum of one (1) year supervisory or people-leadership experience; or equivalent combination of education and experience.
Demonstrated experience leading cross-functional process improvement initiatives and presenting data-driven recommendations to leadership required.
Strong project management, decision-making, and organizational skills with the ability to manage multiple projects and deadlines a must.
Knowledge of business contracts and familiarity with ERP systems strongly preferred.

Nice To Haves

Experience with complex healthcare/pharmaceutical products/services desired.
Experience supervising administrative, customer service, or operations support staff preferred.

Responsibilities

Own and continuously improve the end-to-end Commercial Department workflow — from contract sign-off through product delivery — using data and root-cause analysis to drive measurable process gains.
Lead a recurring cross-functional process improvement forum with Sales, Accounting, Logistics, and Operations; drive initiatives from identification through implementation and measured results.
Serve as the point of contact for escalated, complex, or strategic-account customer issues; partner with the Data Entry Specialist to ensure routine order and delivery inquiries are resolved at first contact.
Partner with Commercial leadership on contract and purchase order review prior to signature, flagging operational feasibility risks; own execution of contract obligations post sign-off.
Own ERP process design and configuration for customer accounts; train and provide quality oversight of the hourly Data Entry Specialist's account data entry; troubleshoot system issues.
Own the Commercial Ops KPI dashboard: identify and analyze key metrics, and present findings and improvement recommendations directly to Commercial leadership.
Maintain and evolve the documented customer journey / commercial process playbook (contract sign-off through delivery) as the single source of truth for how the department operates.
Represent Commercial Operations in cross-functional strategic initiatives (e.g., ERP/system implementations, SIOP, new product launches).
Supervise assigned team members, including prioritizing and assigning work, providing training and coaching, reviewing work quality, supporting performance management, and ensuring consistent execution of established Commercial processes.