Job Description

Lead Customer Care Program Manager at Exact Sciences summary:

The Lead Customer Care Program Manager at Exact Sciences drives continuous improvement and operational excellence within the Customer Care function, utilizing Lean methodologies to enhance workflows and performance. This role partners with senior leaders and cross-functional teams to align customer care initiatives with corporate goals, providing training, coaching, and project leadership. The position requires strong analytical, communication, and leadership skills to support a quality-driven, patient-focused healthcare environment.

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At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

The Lead Customer Care Program Manager is an active thought partner who contributes to shaping the technology demand among the Exact Sciences Laboratories business community. The Lead Customer Care Program Manager - Mond acts as an intermediary between Customer Care teams to collect, clarify, and translate business requirements into documentation and conceptual design (using appropriate tools and models) from which applications and solutions are developed.

The Lead Customer Care Program Manager will be focused on various projects that require independent judgement and discretion on process, approach, and methodology in providing deliverables that inform company decisions and strategy. The Lead Customer Care Program Manager performs a wide range of quantitative and qualitative analyses to help inform company decisions and strategy. This position will work very closely within the customer care function to develop, analyze, and report key operational measures, develop target performance measures, and plans to achieve these. This position will develop, manage, and undertake special analysis as required.

The Lead Customer Care Program Manager performs the functions of their position at the direction of the Customer Care Senior Process Improvement Manager. This position provides support to the Exact Sciences Laboratories Customer Care team. In this position, the Lead Customer Care Program Manager supports the mission and vision of Exact Sciences Laboratories and along with the Customer Care Supervisors and Managers shares the responsibility of ensuring Customer Care operates effectively. This position will follow all laboratory and Customer Care policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling.  

This position will work closely with our Customer Experience and Commercial team to partner on new initiatives to drive the success of both our clients and employees.

This position will work out of the 1 EL location in Madison, WI with the opportunity to work under a remote hybrid approach.

Essential Duties

Include, but are not limited to, the following:

• Initiate, drive, facilitate and leading role in Lean Methodology project facilitation/management: utilizing Lean tools and DMAIC framework for defining, measuring, analyzing, improving and implementation with team members and stakeholders.
• Development and implementation of the Lean culture.
• Partner and consult with senior leaders across the Customer Care enterprise to drive initiatives connected to corporate priorities and business unit OKR's.
• Lead training in Lean Basics & A3 Thinking Sessions, and practical problem-solving tools.
• Provide Training/Education on Lean Tools and methodology. Lead projects and teams utilizing the lean methodology.
• Train, coach, and mentor Customer Care Process Improvement Analysts on all levels with continuous improvement projects, facilitation, and lean training/tools.
• Identify and train Change Management tools to meet project team needs.
• Collaboration with the data analysts and strategy teams to define areas for improvement opportunities.
• Serve as an internal consultant supporting Customer Care business units OKR's.
• Project management skills to track, manage, and present project level milestones, deliverables, and barrier updates to key stakeholders.
• Identify, design, and optimize Epic and other systems operational workflows in collaboration with Business Analysts.
• Partner with the Customer Care Stakeholders on the development, enhancement, and updates of resource materials.
• Design, document, and optimize operational workflows to support company initiatives for Operational Readiness.
• Identify and share best practices that drive continuous improvement to ensure a positive customer experience.
• Support and leading role for cross-functional workflows that impact Customer Care stakeholders with current and new products.
• Develop communication plan w/project team and stakeholders.
• Collaboration cross-functionally with other Exact Science departments on workflows that impact Customer Care.
• Coach and mentor staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Communicate goals clearly to employees to ensure understanding and success in achieving them.
• Motivate and inspire employees to do their best work through coaching.
• Maintain morale and support employee engagement initiatives.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances. 
• Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving at work on time and completing tasks that are assigned in a timely manner. 
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization. 
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly. 
• Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates. 
• Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and input. 
• Strong presentation skills with the ability to convey information and adjust delivery as appropriate to the audience. 
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day. 
• Ability to work on a computer and phone simultaneously.

Minimum Qualifications

• Bachelor’s degree in business administration or related field, or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of bachelor’s degree.
• 8+ years of customer service or business analyst experience within healthcare or a clinical reference laboratory.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Green Belt Certification.
• Knowledge of Continuous Improvement with Lean Methodology.

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Salary Range:

$82,000.00 - $146,000.00

 

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits .

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here .

Not ready to apply? Join our Talent Community to stay updated on the latest news and opportunities at Exact Sciences.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub . The documents summarize important details of the law and provide key points that you have a right to know.

Keywords:

customer care management, Lean methodology, continuous improvement, process improvement, project management, healthcare operations, performance metrics, team leadership, change management, clinical laboratory

Job Tags

Full time, For contractors, Local area,

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