Manager, Customer Experience Strategy & Operations
Core
Own the end-to-end experience of ordering and using Tempus tests, from order entry and sample logistics through status visibility, results, billing touchpoints and support, for providers, practice staff and patients.
Role type
Manager, Customer Experience Strategy & Operations
Builds
End-to-end customer journey maps, go-to-market launch plans, and operational workflows for molecular diagnostics tests
Domain
Healthcare / Molecular Diagnostics / Genomics
Deliverable
product features
Required skills
Customer journey mapping, Go-to-market strategy, Cross-functional leadership, Qualitative customer research, Data analysis (Looker/SQL), Change management, Executive reporting, Project management
Preferred skills
Experience with EHR-integrated ordering, Consumer-grade experience design, GenAI tools usage
Technologies
Looker, SQL, Microsoft Office, Google Workspace
Responsibilities
Own the journey map and prioritized pain-point backlog for each customer type; Formulate product requirements and lead GTM launch plans; Lead executive reporting and stakeholder communication; Create channels for customer feedback and synthesize VoC data; Oversee test order management and drive improvements in sample collection, shipping, and billing
Seniority
Manager, hands-on IC