Senior Manager, Customer Experience & Order Operations

NorthStar Medical Radioisotopes; Beloit (WI); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical insurance

FSA / Dependent Care FSA

Disability insurance

Life insurance & AD&D

Pet insurance

401(k) match

Paid holidays and PTO

Parental leave

Bonus plan

Equity Incentive Program

Job summary

NorthStar Medical Radioisotopes, Beloit, Wisconsin, seeks a Supervisor of Customer Experience to lead the Commercial Department’s customer experience strategy from contract through product delivery. You will partner with Sales, Accounting, Logistics, and Operations to optimize processes, improve service levels, and drive scalable operations.

You will manage KPIs, ownership of key customer processes, post-signature obligations, and a team, ensuring accurate execution and continuous improvement

Qualifications

• Bachelor’s degree in business or related discipline; six years in office/operations management or related field; supervisory experience.
• Experience leading cross-functional process improvement initiatives and presenting data-driven recommendations.
• Knowledge of healthcare/pharmaceutical products/services and ERP familiarity preferred.

Responsibilities

• Own and continuously improve end-to-end Commercial Department workflow from contract sign-off through product delivery using data and root-cause analysis.
• Lead cross-functional process improvement forums with Sales, Accounting, Logistics, and Operations; drive initiatives end-to-end.
• Serve as escalation point for complex customer issues and ensure first-contact resolution with data entry support.
• Oversee contract reviews, obligation execution, and post-signature delivery; ensure operational feasibility and risk flags.
• Own ERP process design for customer accounts; train Data Entry Specialists and troubleshoot system issues.
• Manage KPI dashboard and present insights to Commercial leadership.
• Maintain the customer journey / playbook as the single source of truth for department operations.
• Represent Commercial Operations in ERP/system implementations, SIOP, and new product launches.
• Supervise and develop team members, set priorities, and ensure consistent process execution.

Education

Bachelor’s Degree in Business or related discipline

Tools

ERP systems

Job description

NorthStar Medical Radioisotopes, Beloit, Wisconsin, seeks a Supervisor of Customer Experience to lead the Commercial Department’s customer experience strategy from contract through product delivery. You will partner with Sales, Accounting, Logistics, and Operations to optimize processes, improve service levels, and drive scalable operations.

You will manage KPIs, ownership of key customer processes, post-signature obligations, and a team, ensuring accurate execution and continuous improvement