Customer Experience Director – Mid Atlantic

This is a fully remote position, open to applicants in Kentucky, +6 more states.

📋 Description

• Manage the availability and supply of daily doses for external purchasing clients within the designated region.

• Collaborate across various departments such as Market Access, Strategic Accounts, Medical, Integrated Health Systems, and others to uncover opportunities and tackle challenges.

• Optimize dose distribution at assigned PET Manufacturing Facilities to ensure efficient delivery to ordering institutions.

• Supervise and oversee daily logistics for the Lantheus product line, including products sent to customers lacking local manufacturing capabilities.

• Develop cost analysis models and provide recommendations based on findings.

• Assess product availability, radioactivity levels, and calibration schedules.

• Collaborate with Supply Chain and Logistics to coordinate flights, pickups, and deliveries.

• Enhance the overall customer experience when ordering and using Lantheus products.

• Manage communications regarding orders, supply, capacity, and customer complaints in the assigned region.

• Monitor customer experience concerns and escalate them as needed for resolution.

• Act as the main point of contact for product logistics and maintain communication with customers, sales teams, commercial leadership, PMFs, and logistics providers.

• Develop, implement, and monitor performance metrics, actionable insights, and solutions for customer-facing issues.

• Hold both internal and external stakeholders accountable to established performance standards.

• Identify, create, and propose solutions and corrective actions.

• Engage in launch-readiness initiatives for current and upcoming products.

• Provide dose redundancy in instances of manufacturing disruptions.

• Offer guidance on market entry or exit concerning pharmaceutical manufacturing facilities.

• Design, implement, and oversee the customer escalation process.

• Proactively inform customers and stakeholders about any delivery variations or issues.

• Cultivate relationships with PMFs, Sales, Logistics, Customer Service, and end users.

• Lead and influence cross-functional teams without direct authority.

• Address critical business issues and contribute to key performance indicators.

• Participate in Quarterly Business Reviews and provide insights on portfolio performance strategies.

• Maintain precise logistical and customer issue data and report it to relevant stakeholders.

• Manage projects and workstreams, multitask effectively, and adhere to deadlines.

• Organize and participate in regular conference calls with manufacturing facilities and follow up on action items.

• Oversee daily routing of Lantheus products from PMFs to customer locations, including scheduling doses, optimizing flights, managing calibration times, calculating radioactivity, and tracking freight.

• Identify and implement process improvements for customer-facing activities and provide feedback for ongoing enhancements.

• Monitor, report, and provide advice on product capacity challenges.

• Establish logistics performance expectations and offer objective feedback to drive improvements.

⛳️ Requirements

• Bachelor’s degree in a medical field or business.

• 10 years of experience in biotechnology, pharmaceuticals, medical devices, or the nuclear medicine industry.

• 1–2 years of proven experience in customer relationship management within the radiopharmaceutical sector.

• Strong organizational abilities.

• Understanding of the PET imaging customer experience and retention in a competitive landscape.

• Capability to influence cross-functionally without formal supervisory authority.

• Familiarity with regulatory standards, including DMV and DOT requirements.

• Ability to operate across different time zones; occasional after-hours and weekend work may be required.

• Proficiency in English.

• Experience in product manufacturing logistics.

• Strong knowledge of logistics and supply chain management.

• In-depth understanding of radiopharmaceutical and radiodiagnostic manufacturing and distribution processes.

• Strong analytical and problem-solving capabilities.

• Demonstrated application of SWOT analysis or a similar tool.

• Computer proficiency to develop systems for tracking and reporting logistics.

• Proven experience in project and workstream management.

• Established problem-solving skills with experience in managing multiple projects simultaneously.

• Ability to communicate complex or technical information effectively to diverse stakeholders.

• Capability to engage with imaging customers via phone, video conferencing, email, and in-person.

• Experience in managing customers, collaborations, partners, and vendors.

• Ability to work effectively both independently and in team settings, including remote work.

• Preferred geography includes the Mid-Atlantic Region: Pennsylvania, Delaware, Maryland, West Virginia, Virginia, Kentucky, North Carolina, or South Carolina.

• Leadership experience is preferred.

• Clinical and/or technical understanding of PET/CT imaging and radiopharmacy operations is preferred.

• A Bachelor’s degree is listed as preferred in the 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) plan with company contribution.

• Generous time off package comprising paid vacation, holidays, sick days, and paid parental leave.

• Flexible remote work arrangement.