We are seeking a Manager of Customer Experience Strategy & Operations to join our team. In this role, you will take a customer-centric approach to driving business growth, developing end-to-end CX strategies, and managing the day-to-day operations that define our healthcare delivery lifecycle.
ResponsibilitiesCustomer Experience Strategy & Operations- Drive Long-Term Vision:Develop short, medium, and long-term strategies across the end-to-end customer journey, managing a multi-quarter roadmap of initiatives to enhance customer experience.
- Lifecycle & Launch Execution:Formulate clear product requirements, build robust go-to-market (GTM) launch plans, and spearhead post-launch growth initiatives and customer workflow improvements.
- Executive Reporting:Lead executive reporting and stakeholder communication, including preparing clear status updates for executive forums and facilitating the rapid escalation & resolution of critical risks to Executive Sponsors.
Customer Feedback & Analytics- Voice of Customer (VoC) Strategy:Serve as the primary stakeholder for creating channels for customer feedback, aggregating clinical insights and market intelligence, and synthesizing outputs to identify critical themes and areas for improvement.
- Qualitative Analysis & Action Planning:Lead customer interviews and conduct qualitative analysis to deepen understanding of VoC data, directly determining the operational actions required to address customer needs. (Note: Data infrastructure and quantitative signal identification are managed by a separate team and are out of scope).
End-to-End Workflow Optimization- Digital Product Touchpoints:Identify opportunities to enhance the end-to-end customer experience across primary digital platforms.
- Portfolio Ordering Experience and Order Management:Oversee how our portfolio of test orders is managed across all products, integrating automated customer communications, order status updates, and test prioritization engines.
- Results Delivery & Reporting/Post-Reporting: Identify and execute opportunities to improve customer experience, ensuring presentation uniformity across digital modalities while developing best-practice alerts and actions.
Skills- Healthcare Domain Expertise:Proven expertise in healthcare, with a specific focus or emphasis on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology.
- User Research & Human-Centered Design:Proficient in facilitating customer discovery, including conducting customer interviews, focus groups, and advisory boards. Demonstrated aptitude for translating qualitative feedback into clear, actionable insights that directly inform product roadmap, design refinements, and service improvements.
- Strategic Relationship Management: Ability to cultivate, leverage, and manage cross-functional relationships across internal departments-including Product, Engineering, Sales, Reimbursement, Marketing, and Lab Operations-to achieve critical customer goals.
- Organizational Leadership:Strong leadership and management skills, with a track record of successfully prioritizing and aligning corporate goals with customer objectives.
- Project & Deadline Mastery:Adept at working independently while managing project timelines, critical deliverables, and multiple complex tasks under tight deadlines.
- Executive Communication:Exceptional written, oral, and presentation skills, with high comfort presenting to and engaging with corporate leadership and executive-level stakeholders (CEO, COO, CFO).
- Technical Proficiency:Proficient with all Microsoft Office / or Google products-particularly Excel/Sheets and PowerPoint/Slides. Knowledge of Looker, SQL, and advanced data analysis is a plus. Demonstrated aptitude for leveraging GenAI tools (e.g., Gemini, Claude) to streamline productivity, optimize daily workflows, and accelerate decision-making through AI-assisted research and analysis.
Required Education & Experience- Education:Bachelor's degree in a Science or Business discipline; an Advanced degree (MBA, MS, PhD, or Healthcare certification) is a plus.
- Experience: 5+ years of client-facing or business operations experience in customer experience strategy, management consulting, project management, alliance management, or a closely related role within the healthcare/biotech sector.
105,000 - 140,000
The expected salary range above is applicable if the role is performed from Illinois and may vary for other locations (California, Colorado, New York). Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.
