Sr. Customer Care Business Analyst

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 Sr. Customer Care Business Analyst takes a lead in ensuring Order Lifecycle, Customer Experience, and Customer Care processes are in alignment with the business needs of the company. The complex nature of the work requires excellent attention to detail, effective written and verbal communication skills, the ability to multi-task and be flexible with tasks and schedules, and the ability to work independently and in a team environment.

The Sr. Customer Care Business Analyst must exhibit good judgment, sound analysis and decision making, the ability to remain professional and composed under pressure, effective interpersonal skills, and the ability to effectively represent the Customer Care Team to all levels of the Commercial Operations Organization, IT, and Commercial Lab. The Customer Care Senior Business Analyst must possess an understanding of the drivers of customer satisfaction and a willingness to be an internal champion at Exact Sciences for the company, patients, and health care providers.

The Sr. Customer Care Business Analyst will successfully delivers solutions related to contact center systems to support the organization’s vision and strategic direction. This role manages and leads large, high-risk, high-visibility, and critical projects across the organization that are often highly complex and impact many users. Also ensures successful integration and communication between multiple projects, which requires hands on close collaboration with all levels of Exact Sciences. They act as subject matter expert (SME) and product owner (PO) to support contact center teams in all contact center specific systems; including, but not limited to, quality management (QM), workforce management (WFM), automatic call distribution (ACD), interactive voice response (IVR), and knowledge base software, as needed.

Hybrid role, can sit in Madison, WI or Redwood City, CA.

Essential Duties

Include, but are not limited to, the following:

• Leading role in project initiation, planning, communication, and execution in conjunction with stakeholders; help ensure definition of project scope, requirements, and deliverables.
• Identify and leverage Change Management tools to meet project team needs.
• Identify, perform or manage tasks related to defining and measuring problems while coaching leaders to solve unique and complex challenges that have significant impact on a business unit or Customer Care enterprise.
• Serve as an internal consultant supporting Customer Care business units OKR's.
• Design, document, and optimize workflows to support company initiatives.
• Develop project schedules and milestones using appropriate tools and techniques.
• Utilize Project management skills to track and manage project tasks, milestones, and deliverables.    
• Liaise with key stakeholders on an ongoing basis.      
• Facilitate and/or present project level status updates.      
• Execute on project deliverables as set by the Project Manager (PM), such as management of process improvement initiatives and projects related.
• Use and coach practical problem-solving skills.     
• Awareness and involvement with Change Management needs/opportunities.     
• Partner Commercial and Customer Care stakeholders on the planning and development of material resources.
• Oversee and support the validation of processes and systems supporting cross-functional processes.
• Collect, clarify and translate business requirements into documentation and conceptual design by using appropriate tools and models.      
• Collaborate cross-functionally on workflows that impact Customer Care, CDX, Commercial Team and Growth Initiatives stakeholders to ensure overall compliance.
• Identify and share best practices that drive continuous improvement to ensure a positive customer experience. 
• 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