Customer Experience Director- Mid Atlantic

Lantheus (NASDAQ: LNTH) is the leading radiopharmaceutical-focused company, delivering life-changing science to enable clinicians to Find, Fight and Follow disease to deliver better patient outcomes. Headquartered in Massachusetts with offices in New Jersey, Canada, Germany, Sweden, Switzerland and United Kingdom, Lantheus has been providing radiopharmaceutical solutions for nearly 70 years. Today, we’re expanding our portfolio and pipeline across oncology, neurology and cardiology. Through recent acquisitions, along with strategic partnerships across the life sciences ecosystem, we are accelerating our efforts to advance precision medicine and improve patient outcomes around the world. At Lantheus we are purpose-driven, and every employee plays a vital role in our success. We’re dedicated to cultivating a high-growth, forward-thinking culture where innovation thrives and diverse perspectives drive meaningful progress. Join us and be part of a company where your contributions make a real impact, because we know someone’s health is in our hands. Role Summary The Customer Experience Director plays a critical role in ensuring Lantheus products are available to purchasing customers and patients. This role is responsible for a region of external purchasing customers to coordinate daily dose availability and supply in markets across their geography. The Director is also an integral part of a cross-functional team including Market Access, Strategic Accounts, Medical, Integrated Health Systems and other functions to identify business opportunities, address challenges and ensure availability and pull through of Lantheus products. This role is also focused on maximizing the available dose activity at assigned PET Manufacturing Facilities (PMFs) to ensure optimal distribution to ordering institutions. The incumbent will oversee and monitor daily logistics for the Lantheus portfolio including product transported to customers throughout the country that do not have local product manufacturing capabilities. The incumbent will create cost analysis models and recommend decisions, determine product availability and radioactivity, calibration times, and will partner with the Lantheus Supply Chain and Logistics Team to arrange flights, pickup, and deliveries as needed. The role will manage and work to enhance the end-to-end customer experience of ordering and utilizing Lantheus brands through coordination of internal and external communications between all stakeholders. The incumbent will directly oversee ordering, supply, and capacity communications as well as customer complaints within their geography; tracking and responding to customer experience issues and escalation for resolution as needed. This role will also act as the key contact for product logistics and communicate daily as needed with all stakeholders including end customers, sales, commercial leadership, pharmaceutical manufacturing facilities (PMFs) and logistics partners. The Customer Experience Director is responsible for the creation and implementation and tracking of appropriate performance metrics, actionable insights and forward-looking solutions to address customer-facing defects. The incumbent will hold internal and external partners accountable to meeting agreed performance expectations. The Director will also identify, develop and recommend solutions to resolve issues and implement effective corrective actions. Essential Capabilities/Competencies Experience in managing customer relationships, ideally in medical industry Participate in launch-readiness workstreams to support inline and pipeline products Proactively engage with internal and external customers to provide dose redundancy when manufacturing issues are identified Advise on market entrance or exit with pharmaceutical manufacturing facilities Seek trusted-advisor status with customers in assigned geography and elevate the Lantheus customer experience by ensuring customers receive the highest level of communication and service standards Establish, implement and monitor customer escalation process Respond to stressful situations and emergencies in a calm, professional manner Ensure all customers and internal stakeholders are notified proactively of issues that result in any variation to delivery needs and/or expectations Cultivate productive relationships and work with PMFs, Sales, Logistics, Customer Service, and End-Users on a daily basis and when issues occur to proactively bridge communication Engage cross-functionally while leading and influencing without direct authority for inline and pipeline products Partner with organizational leaders to translate organizational goals and strategies within Customer Experience group Engage around decisions that impact overall success of sales, commercial operations, revenue and other functions Resolve business-critical issues and contribute to organizational achievement of key performance indicators Actively participate in Quarterly Business Reviews and advise on strategies to maximize Lantheus portfolio performance Strong analytic and problem-solving skills Demonstrated use of SWOT analysis or another comparable tool Possess computer competencies to develop systems to track and report logistical details unique to Lantheus portfolio Maintain accurate data to track customer requests, issues, complaints, etc. and organize and report to key stakeholders Demonstrated success in project and workstream management, multitasking, and meeting deadlines Proven track record as problem solver; experienced in managing multiple projects simultaneously and delivering results in a timely manner Ability to influence others outside of direct reporting structure Communicate ideas and information, both verbally and written, in a persuasive and appropriate manner; communicate complex or technical content in a convincing way to a variety of key stakeholders Engage directly with imaging customers via phone, videoconferencing, email and in person Effective collaboration skills with internal and external stakeholders; the ability to work at peer-level with experienced technical and commercial experts. Experience in managing customers, collaborations, partners and vendors. Organize and actively participate in routine conference calls with manufacturing facilities with timely follow-up / resolution on action items Must be persistent, energetic, and capable of working effectively in a team environment, independently and/or remotely Experience in product manufacturing logistics Demonstrate high logistics and supply chain acumen with a focus on high priority opportunities Develop a thorough understanding of radiopharmaceutical & radiodiagnostic manufacturing and distribution process Manage day to day logistical routing of Lantheus brands from PMF to customer sites including product that is not manufactured locally: Scheduling and ordering doses, arranging and optimizing flights, determining/optimizing calibration times, calculating radioactivity, scheduling pick-up and delivery, tracking freight, monitoring progress and communicating internally and externally and overseeing returns, delays, cancellations, and rescheduling Identify and implement customer-facing process changes and provide feedback for continuously improvement of product logistics Monitor, report and advise on product capacity issues Provide prompt and objective feedback, to enhance or improve logistic performance by setting expectations and holding individuals accountable for performance This position will report to the Senior Director of Customer Experience. Required Bachelor’s degree in medical field or business 10 years of experience working in biotechnology, pharmaceutical, medical device or nuclear medicine industry Understands PET Imaging Customer experience and retention within a competitive marketplace 1-2 years successful customer relationship management in Radiopharmaceuticals with strong organization skills Ability to work at a high-level and influence cross-functionally without having direct supervisory authority Knowledge of regulatory requirements, including Department of Motor Vehicles (DMV) and Department of Transportation (DOT) Ability to work across time zones, after hours and weekends may be necessary from time to time Fluency in English Preferred Bachelor’s degree Experience in leading teams Clinical and/or technical understanding of PET/CT Imaging with knowledge of radiopharmacy operations Understanding of PET Imaging Customer experience and retention within a competitive marketplace Lives in specified geography (Mid-Atlantic Region – PA, DE, MD, WV, VA, KY, NC, SC) Core Values The Ideal Candidate Will Embody Lantheus Core Values Let people be their best Respect one another and act as one Learn, adapt, and win Know someone’s health is in our hands Own the solution and make it happen The pay range for this position is between $172,000 and $287,000 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills and experience. Benefits for this position include a comprehensive health benefits package that includes medical, prescription drug, dental, and vision coverage. Other offerings include life and disability benefits, pre-tax accounts, a 401(k) with company contribution, and a variety of other benefits. In addition, employees are eligible for a generous time off package including paid vacation, holidays, sick days, and paid parental leave. comprehensive health benefits package that includes medical, prescription drug, dental, and vision coverage. life and disability benefits, pre-tax accounts, a 401(k) with company contribution, and a variety of other benefits. generous time off package including paid vacation, holidays, sick days, and paid parental leave. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Lantheus Talent Acquisition team at View email address on click.appcast.io. Lantheus is an E-Verify Employer. Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or gender expression, sexual orientation, marital status, military service and veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any characteristic protected under applicable federal, state, or local laws and ordinances. #J-18808-Ljbffr Lantheus