Customer Operations Manager – Radioligand Therapy (RLT)

Key responsibilities:

• Oversee end-to-end customer operations including order processing case management escalations and communications with healthcare providers and treatment centers

• Act as the primary point of contact for healthcare professionals and institutions ensuring a high-quality customer experience

• Monitor and drive key operational KPIs (e.g. on-time delivery issue resolution unused dose management) providing insights and continuous improvement recommendations

• Collaborate cross-functionally (Supply Chain Manufacturing Quality Medical Regulatory Commercial Field) to support therapy adoption and operational excellence

• Lead onboarding and operational readiness of RLT treatment centers ensuring standardized processes and compliance

• Drive continuous improvement initiatives by leveraging analytics to optimize performance and enhance the customer journey

• Ensure adherence to regulatory compliance and pharmacovigilance standards including timely reporting of adverse events

• Support governance SOP standardization and operational discipline in a highly regulated radiopharmaceutical environment

Essential Requirements:

• Bachelors degree in Business Life Sciences Healthcare Management or a related field

• 35 years of experience in supply chain customer service or operations within pharmaceuticals medical devices 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

• Strong 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

Desirable Requirements:

• Experience supporting highly specialized therapies and/or hospital-based care models

• Digital and technology proficiency (e.g. analytics tools supply chain systems emerging technologies)

Rewards

At Novartis were committed to reimagining medicine together - and rewarding the people who make it happen.

Expected Remuneration Range for role:

Salary range in the xls file shared with RBPS

• CAD 125120 - 173696

The base salary offered is determined based on gender-neutral objectives such as relevant skills competencies and experience in accordance with the Novartis pay setting policy and upon joining Novartis will be reviewed periodically.

The rewards of being part of our team go far beyond base pay and also offer a variety of competitive benefits in kind to help you thrive personally and professionally such as insurance plans retirement plans wellbeing resources and global recognition addition we provide flexible and hybrid working options where possible and minimum 14 weeks paid parental leave.

Pay 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.

Read our brochure to learn more about our global total rewards offering: Benefits and compensation may vary by country and are subject to local legal requirements. A full overview of your compensation package applicable to your role based on your employment location and Novartis employer entity will be communicated separately to you during the application process.

At Novartis Canada we are determined to be a valued partner and advocate with a deep understanding of patient needs along the entire care journey from drug development to diagnosis to access and beyond. Part of the way we are doing this is by leveraging data technology and partnerships.

Research & Development: we focus on four core therapeutic areas: Cardiovascular Renal & Metabolic Immunology Neuroscience and Oncology. We also develop and deliver treatments through other promoted and established brands which today are helping millions of patients. Over the last three years our average annual research and development investment in Canada was over $30 million and we conduct clinical trial research in every region throughout Canada.

Commitment to Diversity and Inclusion: Novartis is committed to building outstanding inclusive work environment and diverse teams representatives of the patients and communities we serve.