Associate Director, Service Operations

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

Exact Sciences’ Service Innovation team is responsible for understanding customer needs and delivering a portfolio of services and functions that support product use. The exploration and build of these services require an in-depth, collaborative approach, leveraging many enabling functions and departments to build cohesive solutions that meet customer expectations. Developed at the enterprise level, these cross-product functions combine into a portfolio of offerings that set Exact Sciences apart from the competition. 

As a member of the Service Design team, the Associate Director, Service Operations will be responsible for managing and providing oversight of a portfolio that includes a suite of functions designed to support patients and providers. This position must be able to leverage experience operating and managing service-based functions that are both internal and external vendor-enabled. Responsibilities include maintaining quality of services, monitoring performance, and providing needed interventions to maintain desired service levels and operational status. The Associate Director, Service Operations will manage key service functions that include blood sample collection.

Essential Duties

Include, but are not limited to, the following:

• Work with service designers in the development of new services that align with pipeline product development and enable new product launches.
• Facilitate efforts to collaborate with a group of product functions enabling service management in a complex matrix organizational structure.
• Manage service vendor relationships, contracts, and invoicing to support service operations; facilitate and provide operational oversight to vendor functions and maintain key service level agreements (SLAs).
• Operationalize designed services and develop standard operating procedures and quality metrics.
• Maintain service dashboards and report on service functions as part of product oversight functions.
• Facilitate vendor contract negotiations and maintain existing contractual agreements with third party service functions.
• Facilitate change management as needed to resolve service and quality issues.
• Organize as a single point of contact for internal requirement collection and vendor coordination.
• Audit existing services as a mechanism of quality control.
• Coordinate data collection and customer feedback with the voice of customer (VOC) research team.
• Build and maintain collaborative relationships with senior leadership and other departments.
• Effectively manage, support, and guide your team, including, but not limited to, delegating tasks and responsibilities, assessing employee performance, and providing helpful feedback and training opportunities.
• Consistent demonstration of exceptional leadership qualities, including, but not limited to, the ability to attract and retain the best team, foster a culture of high performance; lead with integrity, humility, accountability, and courage; and set a clear vision to energize teams towards the future.   
• Strong analysis skills including, but not limited to, the use of qualitative and quantitative customer data.
• Excellent written and verbal communication skills, with the ability to adapt to the respective audience (team member to senior leadership).
• Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to travel up to 20% of working time away from work location; may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field.
• 8+ years of experience working in service operations, product management, or program management.
• Experience leading teams directly and/or indirectly.
• Demonstrated strong understanding of the current service landscape in the related healthcare market.
• Demonstrated ability to perform th