Customer Operations Manager – Radioligand… at Novartis · Toronto

Customer Operations Manager – Radioligand Therapy (RLT) Location: Toronto Job Description Summary We are seeking an experienced and patient-focused professional to join our Radioligand Therapy (RLT) 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. Job Description #LI-Hybrid Location: Toronto, Ontario This role is based in Toronto, Canada. Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you. This job posting is for a new existing position 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: Bachelor’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, 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, we’re 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 RBP'S CAD 125,120 - 173,696 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 incentives. We 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 programs. In 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: https://www.novartis.com/sites/novartis_com/files/novartis-life-handbook.pdf Note: 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 team’s representatives of the patients and communities we serve. Skills Desired Agility, Analytical Thinking, Brand Awareness, Business Analytics, Cross-Functional Collaboration, Digital Marketing, Marketing Strategy, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing, Waterfall Model