Manager, Customer Care

The Position:

As a Manager of Customer Care you will provide support to all internal and external customers ensuring a high level of customer satisfaction. This individual must work with staff to employ a team approach. Managing customer/patient support staff and overseeing corporate initiatives and local projects assigned by leadership. You will also collaborate with various teams and departments to resolve key issues and enhance internal processes, ultimately improving the overall customer experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. 

• Provide day-to-day supervision of assigned staff, including work assignments, and ensures timeliness and accuracy of all work. Assesses employee performance, including writing and conducting of annual performance evaluations and goal setting
• Project Management: Lead and manage specific projects or initiatives to drive process improvements and operational enhancements within the Customer Care Department.
• Demonstrate an understanding of compliance policies related to test ordering, test requirements, rejection criteria, and general CAP/CLIA requirements
• Track and trend customer complaints, internal and external errors and report deficiencies per protocols
• Responsible for training, coaching, supervision, and on-boarding of new hires and career development of staff
• Development of SOPs and best practices to meet client satisfaction in all areas of responsibility
• Work with leadership teams to develop strategic plans to meet commercial and operations goals and objectives
• Business Travel: Up to 10% of travel required for business purposes.  

Who You Are:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND EXPERIENCE 

• A bachelor’s degree (B.A. or B.S.) is preferred. Relevant experience may be considered in lieu of the education preference.
• 5-10 years of experience in people leadership and/or customer service within healthcare, biotech, or laboratory settings; oncology experience is preferred.
• 3+ years of relevant experience as a people leader in a team lead, supervisor, or similar role

#LI-Remote

For candidates based in our San Diego office, the salary (or hourly range is $XX - $XX.

For candidates based in our South San Francisco office, the salary or hourly range is $XX - $XX.

For candidates working remote (US), the salary or hourly range is $XX - $XX.