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Senior Director, Customer Service

3 months ago

North Billerica, United States Lantheus Full time

Lantheus is headquartered in Bedford, Massachusetts with offices in New Jersey, Canada, and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio.

Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease.At Lantheus our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial to our success; we respect one another and act as one knowing that someone's health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.

As a key member of the Tech Ops Senior Leadership team, the Senior Director of Customer Service is responsible for end-to-end order management and fulfillment activities and provide inputs to strategic decisions that affect the customer experience. This role reports to the SVP of Technical Operations and is responsible to deliver efficient and effective customer service; develop and implement customer service policies and procedures to enhance the customer experience; and identify and implement process improvements including technology solutions while driving a culture of high-quality customer experience.

This leadership role is accountable to liaise with internal stakeholders including but not limited to Commercial and Finance teams. Implements, maintains, and supports all corporate policies and procedures. Communicates effectively with staff to share operational and company information; maintains full compliance following all relevant Federal, State, and local laws and regulations.

Key Responsibilities/Essential Functions

  • Manage, mentor, and lead a support team responsible for the end to end order management process maintaining highest level of customer service, process efficiency and accuracy.
  • Establish and maintain performance metrics to include call efficiency, low abandonment rate, staffing utilization, service level performance, and financial performance leveraging data to prioritize improvement efforts.
  • Work closely with the SVP of Tech Operations and the leadership team to ensure service delivery work streams are coordinated, and stakeholders are updated on all key performance metrics.
  • Collaborate with cross-functional stakeholders, importantly liase with Commercial teams, to affirm that day-to-day operational activities are aligned with overall corporate goals and expectations.
  • Take ownership for customer complaints and grievances; collaborates cross functionally to identify trends and implement process solutions.
  • Expected to lead continuous improvement in the customer service experience, including the development of initiatives to improve customer service quality and ensure compliance with service level agreements.
  • Align people, processes, and technology to identify appropriate strategies required to support customers and their unique needs.
  • Build collaborative working relationships throughout the organization in order to drive success and lead continuous improvement in our customer service processes.
Basic Qualifications
  • Bachelor's Degree in relevant field or equivalent experience
  • 10+ years of management experience in coaching and developing teams.
  • Knowledgeable of U.S. GAAP and SEC financial reporting rules and regulations.
  • Experience with financial systems and ERP, preferably SAP experience.
  • Highly proficient in MS Word, Excel and PowerPoint.
Preferred Qualifications
  • Strong organizational, analytical, interpersonal, and oral and written communication skills.
  • Ability to work independently and with a team in a fast-paced and high-volume environment with emphasis on accuracy and timeliness.
  • Experience working in Nuclear Medicine and/or Radiopharmacies with an understanding of PET manufacturing and distribution.
  • Expertise in Order to cash processes understands the nuances as it relates to Radiopharmaceuticals


Lantheus is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Lantheus is an E-Verify Employer in the United States. Lantheus will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the Lantheus Talent Acquisition team at talentacquisition@lantheus.com.