Manager, Customer Operations, RLT

Role PurposeThe 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 ResponsibilitiesOversee customer service operations, including order processing, case management, escalations, therapy‑related issues and customer communications. Act as primary point of contact for HCPs and centersAchieve 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 CompetenciesStrong customer‑centric mindset with a high service orientation.Demonstrated operational rigour and process excellence.Proven ability to collaborate cross‑functionallyAbility to operate effectively in complex, highly regulated environments.Strong communication, problem‑solving, and project management skills.Why This Role Matters in RLTRadioligand 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.