Customer Experience Director – Mid Atlantic

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🐎 Kentucky, North Carolina, +5 more states – Remote

🐎 Kentucky – Remote 🌲 North Carolina – Remote 🦀 Maryland – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote

💵 $172k - $287k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Lantheus

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1956

💊 Pharmaceuticals

🏥 Healthcare

🤖 Artificial Intelligence

Pharmaceuticals • Healthcare • Artificial Intelligence

Lantheus is a pharmaceutical manufacturing company with over 65 years of experience dedicated to enhancing patient outcomes through innovative solutions in diagnostics, radiotherapeutics, and artificial intelligence. With a focus on precision diagnostics and targeted therapeutics, Lantheus enables clinicians to effectively find, fight, and follow diseases. The company is headquartered in Massachusetts and has international offices in Canada and Sweden.

📋 Description

• Coordinate daily dose availability and supply for external purchasing customers across the assigned geography • Work cross-functionally with Market Access, Strategic Accounts, Medical, Integrated Health Systems, and other functions to identify opportunities and address challenges • Maximize available dose activity at assigned PET Manufacturing Facilities to optimize distribution to ordering institutions • Oversee and monitor daily logistics for the Lantheus portfolio, including products transported to customers without local manufacturing capabilities • Create cost analysis models and recommend decisions • Determine product availability, radioactivity, and calibration times • Partner with Supply Chain and Logistics to arrange flights, pickups, and deliveries • Manage and enhance the end-to-end customer experience for ordering and utilizing Lantheus brands • Oversee ordering, supply, capacity communications, and customer complaints within the assigned geography • Track customer experience issues and escalate them for resolution • Serve as the key contact for product logistics and communicate with customers, sales, commercial leadership, PMFs, and logistics partners • Create, implement, and track performance metrics, actionable insights, and solutions for customer-facing defects • Hold internal and external partners accountable to agreed performance expectations • Identify, develop, and recommend solutions and corrective actions • Participate in launch-readiness workstreams for inline and pipeline products • Provide dose redundancy when manufacturing issues are identified • Advise on market entry or exit with pharmaceutical manufacturing facilities • Establish, implement, and monitor the customer escalation process • Notify customers and stakeholders proactively about delivery variations or issues • Build relationships with PMFs, Sales, Logistics, Customer Service, and end users • Lead and influence cross-functionally without direct authority • Resolve business-critical issues and contribute to key performance indicators • Participate in Quarterly Business Reviews and advise on portfolio performance strategies • Maintain accurate logistical and customer issue data and report it to stakeholders • Manage projects and workstreams, multitask, and meet deadlines • Organize and participate in routine manufacturing-facility conference calls and follow up on action items • Manage day-to-day routing of Lantheus brands from PMFs to customer sites, including dose scheduling, flight optimization, calibration-time optimization, radioactivity calculations, pickups, deliveries, freight tracking, returns, delays, cancellations, and rescheduling • Identify and implement customer-facing process changes and provide feedback for continuous improvement • Monitor, report, and advise on product capacity issues • Set logistics performance expectations and provide objective feedback to improve performance

🎯 Requirements

• Bachelor’s degree in medical field or business • 10 years of experience in biotechnology, pharmaceutical, medical device, or nuclear medicine industry • 1–2 years of successful customer relationship management experience in radiopharmaceuticals • Strong organizational skills • Understanding of PET imaging customer experience and retention in a competitive marketplace • Ability to influence cross-functionally without direct supervisory authority • Knowledge of regulatory requirements, including DMV and DOT requirements • Ability to work across time zones; after-hours and weekend work may occasionally be necessary • Fluency in English • Experience in product manufacturing logistics • Strong logistics and supply chain acumen • Thorough understanding of radiopharmaceutical and radiodiagnostic manufacturing and distribution processes • Strong analytical and problem-solving skills • Demonstrated use of SWOT analysis or a comparable tool • Computer competency to develop systems for tracking and reporting logistics • Demonstrated project and workstream management experience • Proven problem-solving ability and experience managing multiple projects simultaneously • Ability to communicate complex or technical content persuasively to varied stakeholders • Ability to engage imaging customers by phone, videoconference, email, and in person • Experience managing customers, collaborations, partners, and vendors • Ability to work effectively independently, in teams, and remotely • Preferred geography: Mid-Atlantic Region — Pennsylvania, Delaware, Maryland, West Virginia, Virginia, Kentucky, North Carolina, or South Carolina • Experience leading teams preferred • Clinical and/or technical understanding of PET/CT imaging and radiopharmacy operations preferred • Bachelor’s degree listed as preferred in the preferred qualifications section

🏖️ Benefits

• Discretionary performance-based cash incentive • Comprehensive health benefits package including 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 • Remote work arrangement