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.

Job Description 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.

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

Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you. Working together. Learning together. Thriving together. Discover how you can join us in changing people’s lives.

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📌 Manager, Customer Operations, RLT (México)
🏢 MX06 (FCRS = MX006) Novartis Farmacéutica S.A. de
📍 México