Manager, Customer Operations, RLT

Novartis AG; Switzerland; On-site; CHF 120,000 - 180,000; Full time

Job summary

Novartis AG is seeking a Manager, Customer Operations, Radioligand Therapy to oversee the end-to-end ordering and delivery process for radioligand therapies. The role ensures a compliant, high-quality experience for healthcare institutions and provides operational leadership across customer service, order/delivery management, and site onboarding coordination.

The position drives execution excellence in a highly regulated radiopharmaceutical environment, partnering across Supply Chain,

Qualifications

• Experience in healthcare operations preferred.
• Strong communication and analytical skills.
• Knowledge of radiopharmaceuticals is a plus.

Responsibilities

• Oversee customer service operations, including order processing and case management.
• Achieve KPIs such as on-time delivery and issue resolution; report operational KPIs.
• Collaborate cross-functionally to enable therapy adoption and customer satisfaction.
• Support onboarding and governance for treatment centres and standardized workflows.
• Drive continuous improvement by using performance analytics and risk mitigation.

Skills

Customer focus

Process excellence

Cross-functional collab

Regulatory environment

Project management

Problem solving

Job description

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.

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-centrism 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.

Skills Desired

Analytical Thinking, Brand Awareness, Business Analytics, Change Agility, Cross-Functional Collaboration, Digital Marketing, Marketing Strategies, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Waterfall Model