Associate Director, Customer Experience- West

Lantheus is headquartered in Bedford, Massachusetts with offices in New Jersey, 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. 

Summary of Role:

The AD of Regional PET Customer Experience (West) will serve as the primary liaison between franchise leadership, sales, supply chain, product manufacturing facilities and customers to better understand current and future supply demands, capacity constraints and manage concerns coming from institutional customers. The incumbent is responsible to: 1) maximize/optimize dose ordering and distribution across the CMO network; 2) enhance the customer experience for use of PYALRIFY and future PET products; 3) hold internal and external partners accountable to meet performance expectations.  They will oversee and monitor daily logistics for PYLARIFY including product transported to customers throughout the country that do not have local product manufacturing capabilities.

The AD of Customer Experience will manage and enhance the institutional customer experience of ordering and utilizing PYLARIFY through coordination of internal and external communications between parties for the Prostate Cancer Franchise Product at Lantheus. They will directly oversee ordering, supply and capacity communications as well as customer complaints within assigned region (Northeast, Southeast, Central, West); tracking and responding to customer experience issues and escalate as needed. Act as the key contact for PYLARIFY/PET product logistics and communicate daily as needed with Customers, Commercial Sales and Leadership Team, Product Manufacturing Facilities (PMFs) and Delivery Partners.

Essential Capabilities/Competencies:

• Experience in customer service, ideally in medical industry
  • Build PYLARIFY Customer Experience by ensuring Customers receive the highest level of communication and service standards
  • Establish, implement and monitor PYLARIFY Customer Escalation Process
  • Respond to stressful situations and emergencies in a calm, professional manner while maintaining Company Culture standards
  • Cultivate productive relationships and work with PMFs, Sales, Logistics, Customer Service, and End-Users daily and when issues occur to proactively bridge communication
  • Ensure all Customers and Account Managers (NOAMs) are notified proactively of issues that result in any variation to delivery needs and/or expectations
• Travel in the field with the NOAMs a minimum of two times each quarter
• 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 PYLARIFY
  • Maintain accurate data to track customer requests, issues, complaints, etc. and organize and report to key stakeholders
• Demonstrated success in project 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 without direct report function
  • Communicate ideas and information, both verbally and written, in a persuasive and appropriate manner; ability to communicate complex or technical content in a convincing way to a variety of key stakeholders
  • Engage directly with Imaging Customers via phone, videoconferencing, and email
  • 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 PMFs and set up additional calls as necessary
• Must be persistent, energetic, and capable of working effectively in a team environment, independently and/or remotely
• Experience in product manufacturing lo