Customer Care Manager

Summary

Join Natera's Oncology division as a Customer Experience Manager, overseeing a team of supervisors and associates. You will be responsible for managing daily operations, tracking KPIs, mentoring supervisors, collaborating cross-functionally to improve customer experience, and managing cross-functional initiatives. The role requires experience in customer experience, management, and project management, along with excellent communication and analytical skills. A bachelor's degree or equivalent experience is required, and healthcare experience is preferred. Natera offers competitive benefits, including comprehensive medical, dental, vision, life, and disability plans, as well as free testing for employees and their families.

Requirements

• Bachelor’s degree or equivalent experience required
• Minimum of 8 years of related experience in customer experience, management, project management
• Experience working with teams across multiple departments
• Excellent skills in change management - i.e being able to lead a team through process improvements and technology integrations while continuing to drive production in a fast paced and rapidly growing environment
• Analytical mindset – i.e. some excel analysis/modeling skills required
• Excellent project management skills with proven track records of meeting aggressive deadlines
• Excellent written and verbal communications skills with the ability to engage and support others through communications
• Bright, flexible, and agile; highly motivated to roll up sleeves and get work done while also thinking strategically
• Extensive experience reporting and presenting to top leadership
• Knowledge of customer service principles and practices
• Ability to maintain professionalism during highly escalated situations

Responsibilities

• Manages day to day contact operations across all layers of the Customer Experience group ensuring real-time adjustments to meet and/or exceed SLAs
• Track monitor and report on Key Performance Indicators and other performance metrics
• Mentor, lead, and coach Customer Experience Supervisor(s) to execute job functions and achieve goals aligning with the larger organization
• Works across the organization with department heads of all patient and provider touchpoints to improve customer experience and drive insight on how to address gaps in programs, processes, platforms, systems, etc
• Manages cross-functional initiatives with any impact on the Customer Experience group from scoping through execution while actively engaging in optimizing and improving team’s processes, workflows, and functions
• Act as the SME for any escalated issues driving to both acute resolution but also mitigation of recurrence
• Work to maintain Customer Experience excellence and ensure a high level of customer satisfaction and Net Promoter Score
• Actively develop and promote an inclusive, and engaging workspace for all Customer Experience team members
• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job
• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy
• Must maintain a current status on Natera training requirements

Preferred Qualifications

• Graduate degree preferred
• Healthcare experience greatly preferred
• Extensive experience with Salesforce
• Understanding of healthcare or biotech industry is a plus
• Excellence in de-escalating customer behavior Root cause analysis and problem solving skills
• Ability to promote a positive team environment Ability to deliver training, mentoring, and constructive feedback in professional manner
• Ability to de-escalate and resolve negative personnel interactions

Benefits

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Pregnancy and baby bonding leave
• 401k benefits
• Commuter benefits
• Generous employee referral program