Remote Manager, Customer Experience (Organ Health)

Summary

Join our team as a Customer Experience Manager and lead the Customer Experience team within Natera's Organ Health division, overseeing SLAs and KPIs, driving major projects, and serving as the 4th level of escalation.

Requirements

• Bachelor’s or Master's degree preferred
• Minimum of 8 years of related experience in customer experience, management, project management
• Experience working with teams across multiple departments
• Healthcare experience greatly preferred

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 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

Benefits

• Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents
• Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits
• Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more