Manager, Customer Operations, RLT

Novartis México; Basel; On-site; MXN 700,000 - 1,100,000; Full time

Job summary

Novartis México seeks a Manager, Customer Operations for Radioligand Therapy (RLT) to lead the end-to-end ordering and delivery process for radioligand therapies, ensuring a compliant, high‑quality experience for healthcare institutions in a highly regulated setting.

The role oversees customer service, order and delivery management, and onboarding coordination while driving execution excellence across a regulated radiopharmaceutical environment.

Responsibilities

• Oversee customer service operations, including order processing, case management, escalations, therapy‑related issues and customer communications.
• Achieve key KPIs aligned with internal targets (on-time delivery, unused dose management, issue resolution).
• Collaborate cross-functionally to enable therapy adoption, operational excellence, and customer satisfaction.

Job description

Summary

Role Purpose

The Manager, Customer Operations, Radioligand Therapy (RLT), is responsible for the end to end ordering and delivery process of radioligand therapies, ensuring a seamless, compliant, and high quality experience for healthcare institutions.

The role provides operational leadership across customer service, order and delivery management, and site onboarding coordination, while driving execution excellence across a highly regulated radiopharmaceutical environment.

About The Role

Key Responsibilities

• Oversee customer service operations, including order processing, case management, escalations, therapy‑related issues and customer communications. Act as primary point of contact for HCPs and centers
• Achieve key KPIs aligned with internal targets. (e.g., on-time delivery, unused dose management, issue resolution). Analyse and report operational KPIs; use insights to proactively address gaps and optimise performance.
• Collaborate cross‑functionally to enable therapy adoption, operational excellence, and customer satisfaction (Supply Chain, Manufacturing, Quality, Medical, Regulatory, Commercial, Field)
• Support onboarding and operational readiness of RLT treatment centres and lead standardized workflows, SOPs, and operational governance.
• Drive continuous improvement and key operational initiatives by leveraging performance analytics, proactively mitigating risks, enhancing the customer journey, and ensuring ethical, patient‑first decision making.

Key Competencies

• Strong customer‑centric mindset with a high service orientation.
• Demonstrated operational rigour and process excellence.
• Proven ability to collaborate cross‑functionally
• Ability to operate effectively in complex, highly regulated environments.
• Strong communication, problem‑solving, and project management skills.

Why This Role Matters in RLT

Radioligand Therapy requires exceptional operational excellence and customer support. This role is pivotal in enabling fast and reliable therapy delivery while ensuring an outstanding experience for treatment centres and healthcare providers.

Why Novartis:

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards:

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