POSITION SUMMARY: The Customer Experience Manager owns the customer experience across all Natera touchpoints and directly manages Customer Experience Supervisors. You are responsible for the Customer Experience group's SLAs, KPIs, and operational delivery. This role drives the planning and execution of major team projects and partners cross-functionally across Natera to solve workflow problems. You serve as the final tier of escalation for the group.
PRIMARY RESPONSIBILITIES:- Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs.
- Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics.
- Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives.
- Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps.
- Drive cross-functional initiatives from scoping through execution, optimizing team workflows.
- Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence.
- Maintain high customer satisfaction and Net Promoter Score (NPS).
- Build and maintain a high-performing, accountable environment for the Customer Experience team.
- Comply with HIPAA policies and Natera procedures regarding PHI access and protection.
- Maintain current status on all Natera training requirements.
QUALIFICATIONS:- Bachelor's degree or equivalent required; graduate degree preferred.
- Proven leadership experience managing high-volume customer experience or contact center operations.
- Experience managing cross-functional projects and working with matrixed teams.
- Healthcare or biotech experience strongly preferred.
KNOWLEDGE, SKILLS, AND ABILITIES:- Strong data analysis skills; Excel analysis and modeling proficiency required.
- Track record of executing complex projects and meeting aggressive deadlines.
- Direct, concise written and verbal communication skills.
- Decisive and adaptable; capable of executing hands-on work while driving broader operational strategy.
- Experience reporting and presenting metrics to senior leadership.
- Expertise in de-escalating customer issues and executing root cause analysis.
- Ability to maintain professionalism and create clarity during complex escalations.
- Deep knowledge of contact center operations, SLA management, and customer service principles.
The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
Remote USA
$87,600-$109,500 USD
