Director, Customer Service Operations - US

Description

The Director of Customer Service Operations will lead the design, launch, and ongoing management of the customer service function for a growing nuclear medicine organization. This role plays a critical part across both pre-launch and post-launch phases, building foundational systems, SOPs, communication frameworks, and partner workflows pre-launch, then scaling and managing customer-facing operations post-launch. The role serves as the primary point of contact for customers and acts as a central coordination hub across internal teams and external partners.

Your role

Pre-Launch Responsibilities

• Build the customer service function (Call Center) from the ground up, including structure, workflows, and service standards.
• Define customer service system requirements and lead CRM selection, implementation, and validation.
• Develop SOPs covering customer communications, order intake, delivery confirmation, issue management, and escalation pathways.
• Establish customer communication and escalation models prior to commercial launch, including clearly defined internal communication pathways and escalation protocols across Supply Chain, Account Management, Finance, Quality, and other cross-functional partners.
• Partner cross-functionally with Commercial Operations, Supply Chain, Quality, Finance, and distribution partners to define end-to-end customer workflows.
• Support launch readiness activities, including process simulations, training, and contingency planning.

Post-Launch Responsibilities

• Lead day-to-day customer service operations following commercial launch.
• Serve as the primary point of contact for customers, managing inquiries, escalations, and service issues.
• Manage and develop a customer service team of 2–4 employees, with future scaling as volume increases.
• Track service performance, customer feedback, and KPIs; implement continuous improvement initiatives.
• Maintain close coordination with distribution partners to ensure service alignment and rapid issue resolution.
• Ensure ongoing compliance with regulatory, quality, and safety requirements.

Delivery, Logistics & Exception Management

• Oversee delivery verification processes, ensuring confirmation of dose delivery and accurate customer records.
• Provide customer logistics support for missing, delayed, or lost doses, coordinating with distribution partners, internal teams, and customers to resolve issues quickly.

Systems, SOP's & Process Ownership

• Own CRM configuration, data integrity, reporting, and ongoing optimization.
• Define, write, and maintain SOPs for all customer service, logistics, and escalation workflows.

Your profile

• Bachelor’s degree required; healthcare, life sciences, or business preferred.
• 8–10+ years of experience in customer service operations, commercial operations, or healthcare operations, including experience building or scaling a function in a regulated environment.
• Demonstrated experience owning end-to-end customer service or commercial operations, including support for product launch or go-live environments.
• Experience leading or owning CRM platforms, SOP development, and operational workflows in a regulated healthcare environment.
• Proven ability to partner cross-functionally with Supply Chain, Quality, Finance, and Commercial teams to resolve issues and manage escalations.
• Demonstrated experience leading and developing teams.

Our offer

• Competitive base salary.
• Comprehensive health benefits, including a medical plan with no employee premium and 100% company-paid dental and vision coverage.
• Annual bonus opportunity.
• 401(k) with company match.
• Generous paid time off and company holidays.
• An entrepreneurial environment with the opportunity to shape a high-growth U.S. business.

Salary Range (US) $150,000-$200,000

The compensation range for this US role is listed above for a full-time employee. Actual salary will vary based on the candidate's qualifications, skills, competencies, and experience.