Associate Director, Customer Experience- North East

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. 

Summary of Role: 

The AD, Customer Experience (East) 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.

The AD of Customer Experience will maximize 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 PYLARIFY 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.

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. The incumbent will directly oversee ordering, supply, and capacity communications as well as customer complaints within assigned; 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.

The AD 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. Identify, develop, and recommend solutions to resolve issues and implement effective corrective actions. Establish metrics, track, measure and communicate both positive and negative performance to key stakeholders.

This position will report to the Director of Customer Experience.

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 commercial team as needed.
• 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 mul