SummaryWe are seeking an experienced and patient‑focused professional to join our Radioligand Therapy team as Manager, Customer Operations. In this role, you will lead the end‑to‑end ordering and delivery process, ensuring seamless, compliant, and high‑quality service to healthcare providers. You will play a critical role in enabling operational excellence and supporting access to highly specialized therapies in a complex and regulated environment.About The RoleInternal title: Customer Operations ManagerLocation: Toronto, OntarioKey ResponsibilitiesOversee end‑to‑end customer operations, including order processing, case management, escalations, and communications with healthcare providers and treatment centersAct as the primary point of contact for healthcare professionals and institutions, ensuring a high‑quality customer experienceMonitor and drive key operational KPIs (e.G., on‑time delivery, issue resolution, unused dose management), providing insights and continuous improvement recommendationsCollaborate cross‑functionally (Supply Chain, Manufacturing, Quality, Medical, Regulatory, Commercial, Field) to support therapy adoption and operational excellenceLead onboarding and operational readiness of RLT treatment centers, ensuring standardized processes and complianceDrive continuous improvement initiatives by leveraging analytics to optimize performance and enhance the customer journeyEnsure adherence to regulatory, compliance, and pharmacovigilance standards,



including timely reporting of adverse eventsSupport governance, SOP standardization, and operational discipline in a highly regulated radiopharmaceutical environmentEssential RequirementsBachelor’s degree in Business, Life Sciences, Healthcare Management, or a related field.3–5+ years of experience in supply chain, customer service, or operations within pharmaceuticals, or healthcare.Experience working in regulated environments with strong understanding of compliance requirements, CRM and ERP systems.Proven ability to collaborate effectively in cross‑functional teams within complex environments.Solid customer‑centric mindset with demonstrated operational rigor and process excellence.Excellent communication, problem‑solving, and project management skills.Ability to manage complexity and drive execution with a patient‑first mindset.Bilingual (French and English).Desirable RequirementsExperience supporting highly specialized therapies and/or hospital‑based care models.Digital and technology proficiency (e.G., analytics tools, supply chain systems, emerging technologies).Expected Remuneration Range For RoleCAD 125,120 - 173,696Pay Equity and DiversityPay equity is a fundamental principle of our employment policy and reflects our commitment to create a diverse, equitable and inclusive environment that treats all employees with dignity and respect, as outlined in our Code of Ethics.#J-18808-Ljbffr

📌 Manager, Customer Experience And Operations – Radioligand Therapy - C$125,120 - C$173,696 A Year (Winnipeg)
🏢 Novartis
📍 Winnipeg