Lead Customer Care Program Manager

Help Us Change Lives

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.

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

Preferred Qualifications