Manager, Customer Support - Monday - Friday 8am - 4:30pm

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

This position will support our PreventionGenetics Customer Support Team. Candidates must possess a master’s degree in Genetic Counseling. PreventionGenetics is a CLIA and ISO 15189:2012 accredited clinical DNA testing laboratory that provides patients with sequencing and CNV tests for nearly all clinically relevant genes. Our PreventionGenetics Customer Support team, comprising Customer Support Specialists II and Genetic Counseling Assistants, is committed to delivering exceptional service and ensuring clients receive the support they need.

In conjunction with the Exact Sciences Laboratories leadership team, provides support to drive the ongoing growth and development of the Patient Support team and manages the day-to-day Patient Support activities under the direction of the Associate Director, Patient Support. Responsible for evaluation of relevant Patient Support metrics and other identified key performance indicators. Aligns with other Exact Sciences Laboratories leadership on strategy and the planful execution of the objectives to support the accomplishment of company goals. 

Essential Duties

include but are not limited to the following:

• Provides input on appropriate quality monitoring (i.e. metrics) which is consistent with company Patient Support strategy. Oversees the quality monitoring program.
• Monitors metrics to ensure incoming and outgoing phone and email contacts are addressed according to company goals.
• Manages and executes departmental projects in associated timelines.
• Hires, coaches and motivates team; implements and monitors staff productivity and service performance metrics.
• Provides on-going coaching to Patient Support Supervisors and Associates to ensure consistent level of service is maintained. Recommends and implements changes to ensure high quality customer service.
• Prepares call center performance reports to share with leadership team.
• Partners with the ESL training team in the creation of training materials as appropriate. Identifies additional training needs/resources as needed.
• Coordinates and takes part in the development and review of training materials and other documents including SOPs and process improvement documents such as procedures as appropriate. Identifies additional training needs/resources, as needed.
• Stays abreast of industry standards, best practices, new technological developments and recommends implementation as applicable to our business.
• Ensures familiarity with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.)
• Other duties and projects as assigned.
• Supervise 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.
• Maintain morale and support employee engagement initiatives.
• Strong analytical and forecasting skills with demonstrated ability to plan workload, allocate tasks and scale operations to align with business priorities.
• Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs.
• Adjust delivery of information to convey a clear message to the intended audience. 
• Excellent verbal and written English communication skills.
• Apply knowledge of call center operations including implementation, training, and performance monitoring.
• Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
• Ability to inspire and motivate others and work effectively through influence, coaching, and collaboration.
• Disciplined, self-motivated and reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
• Portrays 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.
• Works in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
• Conducts themselves in a professional manner