Novartis
Radioligand Therapy
Manager,CustomerExperienceandOperations
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Experience and Operations at Novartis. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, customer operations, healthcare provider relations, regulatory compliance. Lead the end-to-end ordering and delivery process, ensuring seamless, compliant, and high-quality service to healthcare providers.. Oversee end-to-end customer operations, including order processing, case managemen”
What You'll Achieve.
ensuring seamless, compliant, and high-quality service to healthcare providers; enabling operational excellence; supporting access to highly specialized therapies; monitoring and driving key operational KPIs (e. g. , on-time delivery, issue resolution, unused dose management); optimizing performance and enhancing the customer journey; ensuring adherence to regulatory, compliance, and pharmacovigilance standards; supporting governance, SOP standardization, and operational discipline
Industry & Context.
Excellent problem-solving skills
What They're Looking For.
Must Have
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, or healthcare., Experience working in regulated environments with understanding of compliance requirements, CRM and ERP systems., Proven ability to collaborate effectively in cross-functional teams within complex environments., 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., Bilingual (French and English).
Nice to Have
Experience supporting highly specialized therapies and/or hospital-based care models., Digital and technology proficiency (e.g. , analytics tools, supply chain systems, emerging technologies).
What You'll Do.
Lead the end-to-end ordering and delivery process
and high-quality service to healthcare providers.
Oversee end-to-end customer operations
including order processing
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.
unused dose management)
providing insights and continuous improvement recommendations.
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
and pharmacovigilance standards
including timely reporting of adverse events.
and operational discipline in a highly regulated radiopharmaceutical environment.
How You'll Work.
Team & Collaboration
Collaborate cross-functionally (Supply Chain, Manufacturing, Quality, Medical, Regulatory, Commercial, Field) to support therapy adoption and operational excellence.; Proven ability to collaborate effectively in cross-functional teams within complex environments.
Communication Scope
Excellent communication skills
Process & Methodology
project management skills
Full Job Description
**Job Description Summary** We are seeking an experienced and patient-focused professional to join our Radioligand Therapy 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. **Job Description** **#LI-Hybrid** **Internal title:** Customer Operations Manager **Location:** Toronto, Ontario This role is based in Toronto, Canada. Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you. **This job posting is not for an existing position.** **Key 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 **Essential Requirements:** * Bachelor’s degree in
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