Supervisor, Customer Experience & Order Management

Overview

Join the best radiopharmaceutical company in the world!

If you’re looking to make an impact while building a meaningful career in a specialized, fast-growing field, NorthStar Medical Radioisotopes is the place to do it. NorthStar Medical Radioisotopes is a growing, commercial-stage company focused on advancing patient care by providing therapeutic radioisotopes and novel radiopharmaceuticals to detect and treat cancer.

At the forefront of NorthStar’s technological innovation is scientific excellence, using first-in-kind electron accelerator technology and integrated campus capabilities to drive progress in radiopharmaceutical manufacturing. Our work is driven by a meaningful mission-advancing life-saving radiopharmaceutical development and ensuring a reliable supply of critical medical isotopes for patients in need. As a rapidly growing organization operating on the cutting edge of science, we offer exceptional career growth and professional development opportunities, supported by world-class facilities and a competitive benefits package.

Position

The Supervisor, Customer Experience leads the Commercial department’s customer experience strategy and oversees the end-to-end process from contract execution through product delivery. This role ensures a seamless customer experience, strengthens the NorthStar brand through every customer interaction, and drives operational excellence across the Commercial function. The position serves as the primary liaison between NorthStar and its customers, partnering closely with cross-functional teams to identify and implement process improvements that enhance service, efficiency, and scalability. This role is responsible for commercial operations performance, including ownership of key performance indicators, customer-related business processes, contract execution activities, and continuous improvement initiatives. The Supervisor, Customer Experience provides leadership and direction to assigned team members, ensuring work is effectively prioritized, executed accurately, and aligned with departmental objectives. The position also serves as the escalation point for complex customer issues and develops sustainable processes that enable the team to deliver exceptional service while supporting NorthStar's continued growth.

Responsibilities

• Own and continuously improve the end-to-end Commercial Department workflow - from contract sign-off through product delivery - using data and root-cause analysis to drive measurable process gains.
• Lead a recurring cross-functional process improvement forum with Sales, Accounting, Logistics, and Operations; drive initiatives from identification through implementation and measured results.
• Serve as the point of contact for escalated, complex, or strategic-account customer issues; partner with the Data Entry Specialist to ensure routine order and delivery inquiries are resolved at first contact.
• Partner with Commercial leadership on contract and purchase order review prior to signature, flagging operational feasibility risks; own execution of contract obligations post sign-off.
• Own ERP process design and configuration for customer accounts; train and provide quality oversight of the hourly Data Entry Specialist's account data entry; troubleshoot system issues.
• Own the Commercial Ops KPI dashboard: identify and analyze key metrics, and present findings and improvement recommendations directly to Commercial leadership.
• Maintain and evolve the documented customer journey / commercial process playbook (contract sign-off through delivery) as the single source of truth for how the department operates.
• Represent Commercial Operations in cross-functional strategic initiatives (e.g., ERP/system implementations, SIOP, new product launches).
• Supervise assigned team members, including prioritizing and assigning work, providing training and coaching, reviewing work quality, supporting performance management, and ensuring consistent execution of established Commercial processes.

Early Development

After 3 months, you will:

• Develop a working understanding of NorthStar's end-to-end commercial process, including contract execution, customer onboarding, order fulfillment, and product delivery.
• Build strong working relationships with key stakeholders across Sales, Accounting, Logistics, Operations, Quality, and Finance to support seamless customer experiences.
• Gain proficiency in customer account management processes and ERP system functionality while supporting account setup, order execution, and issue resolution.
• Begin monitoring commercial operations metrics and identify opportunities to improve customer service, efficiency, and process consistency.
• Successfully lead the day-to-day work prioritization and development of assigned team members.

After 6 months, you will:

• Independently manage and continuously improve the end-to-end commercial operations process, proactively addressing operational challenges and customer needs.
• Lead recurring cross-functional process improvement discussions and drive measurable improvements through implementation and follow-up.
• Own reporting and analysis of key Commercial Operations KPIs, presenting insights and recommendations to Commercial leadership.
• Serve as the primary escalation point for complex customer issues and successfully coordinate resolutions across multiple functions.
• Maintain and enhance commercial process documentation, ensuring scalable and sustainable processes that support company growth.

Qualifications

• Bachelor’s Degree in Business or a related discipline and minimum six (6) years of experience in office/operations management, business process improvement, or administration, with a minimum of one (1) year supervisory or people-leadership experience; or equivalent combination of education and experience.
• Demonstrated experience leading cross-functional process improvement initiatives and presenting data-driven recommendations to leadership required. Strong project management, decision-making, and organizational skills with the ability to manage multiple projects and deadlines a must.
• Experience with complex healthcare/pharmaceutical products/services desired. Knowledge of business contracts and familiarity with ERP systems strongly preferred. Experience supervising administrative, customer service, or operations support staff preferred.

Please note the company cannot provide immigration-related sponsorship (including H-1B status, O-1 status, Optional Practical Training support, etc.) for this position. Each successful applicant will be required to complete the Form I-9, Employment Eligibility Verification, demonstrating both identity and employment authorization, on or before the first day of employment. Under federal law, only truthful information may be provided on the Form I-9.

Benefits

• Medical, dental, and vision insurance
• Healthcare Flex Spending Account (FSA) and Dependent Care FSA
• Company-paid short-term and long-term disability
• Company-paid life insurance & AD&D coverage
• Pet insurance
• 401(k) match
• Paid holidays and paid time off (PTO)
• Paid parental leave
• Bonus plan
• Equity Incentive Program

Working Conditions

This role may involve working in a controlled cleanroom environment, general office setting, or specific manufacturing areas. Conditions may include:

• Exposure to varying temperatures, both indoors (heated/air-conditioned spaces) and outdoors
• Noise levels range from quiet to loud, depending on the work area
• Specific vision abilities, including near vision, visual acuity, and color discrimination

Personal Protective Equipment (PPE) is required and may include:

• Respirators, gloves, safety glasses, and full protective clothing
• Compliance with cleanroom gowning protocols (e.g., removal of all jewelry, including piercings)
• Prohibition of cosmetics, fragrances (perfume, aftershave), and nail products, including polish, artificial nails, or extensions

As a radiopharmaceutical manufacturing site, radiation may be present in the laboratory and production areas. Employees in this role may be required to:

• Follow strict radiation safety procedures
• Participate in dosimetry monitoring and bioassay testing as part of the company protocol
• Inform leadership of any health conditions that may affect product integrity, by cleanroom standards

Location

NorthStar Medical Radioisotopes is proud to call Beloit, Wisconsin home. Our headquarters and primary manufacturing facility are located in this vibrant, growing community that combines the charm of a small city with the advantages of a central Midwest location. Beloit features a lively, revitalized downtown filled with local restaurants, shops, and cultural events, and is just a short drive from major metropolitan areas including Madison, Milwaukee, Chicago, and Rockford.

Situated in the heart of the South Central Wisconsin and Northern Illinois region, Beloit offers a rare blend of urban amenities and scenic natural surroundings. Whether you’re drawn to outdoor recreation, educational institutions, the arts, or historic landmarks, the area provides rich and diverse experiences for all interests. A variety of nearby communities, ranging from rural towns to suburban neighborhoods, offer flexible housing options and access to multiple school districts, making Beloit an excellent choice for individuals and families considering relocation.

NorthStar Medical Radioisotopes is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.