Manager, Customer Experience, Hub & EHR
Core
Develop end-to-end customer experience strategies and manage operations for a genomic sequencing platform serving physicians and healthcare providers.
Role type
Manager, Customer Experience Strategy & Operations
Builds
Genomic sequencing test orders, digital product touchpoints, and results delivery workflows for clinical settings.
Domain
Healthcare / Genomics / Molecular Diagnostics
Deliverable
product features
Required skills
Healthcare domain expertise (genomics, biotechnology, oncology), User research & human-centered design, Strategic relationship management, Organizational leadership, Project management, Executive communication
Preferred skills
Advanced degree (MBA, MS, PhD), Knowledge of Looker/SQL, GenAI tool proficiency
Responsibilities
Develop short, medium, and long-term CX strategies; Formulate go-to-market launch plans and post-launch growth initiatives; Lead executive reporting and stakeholder communication; Create channels for customer feedback and aggregate clinical insights; Conduct customer interviews and qualitative analysis; Optimize end-to-end customer experience across digital platforms; Oversee portfolio ordering experience and order management; Improve results delivery and reporting uniformity.
