Customer Experience Director

Lantheus is headquartered in Bedford, Massachusetts with offices in Canada, and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio.

Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease. At Lantheus our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial to our success; we respect one another and act as one knowing that someone's health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.

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 Director of Customer Experience 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 escalate 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 Director of Customer Experience 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

Core Values:

The ideal candidate will embody the core values of Lantheus:

• 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

Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Lantheus is an E-Verify Employer in the United States. Lantheus will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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 talentacquisition@lantheus.com.

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