Lead Customer Care Operations 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 Operations Manager is responsible for driving operational, strategic, and administrative processes associated with the Customer Care department.  This position will be the key intake and lead to ensure resources, processes, and workflow impacts are appropriately accounted for and assessed before the roll out of any new program, initiative, or system release within Customer Care. A primary responsibility of this position is to prioritize and effectively lead activities that focus on the successful achievement of Customer Care (CC) strategic objectives, especially those that require close partnership with external functions – from inception and planning, to measuring and reporting progress, to achieving comprehensive outcomes. 

This role focuses on leading cross-functional initiatives by combining strong project management expertise with strategic oversight of technical and operational roadmaps within Customer Care. It involves setting priorities, aligning work to business goals, connecting inter-dependencies, and ensuring efficient execution across teams. The position is responsible for evaluating and maximizing return on investment, tracking business value delivery, and making data-driven decisions with business. Additionally, it requires effective stakeholder management—communicating clearly, managing expectations, and ensuring alignment between leadership, technical teams, and business partners to drive successful outcomes.

Essential Duties

Include, but are not limited to, the following: 

• Lead intake and assessment for new initiatives impacting Customer Care, ensuring resources, processes, and workflow impacts are aligned before rollout of any new program, initiative, or system release. 
• Coordinate program/project scope definition, resource management, and timelines to deliver high quality programs/projects that provide exceptional business value.  
• Act as project lead and take accountability for the project's success and goals. Drive discussion topics at team forums and identify key decisions needed across various Customer Care stakeholders.
• Support how decisions align to key priorities, including changes and new opportunities and how these impact the department. 
• Represent Customer Care in cross-functional forums and external engagements, connecting initiatives to top level business Objectives & Key Results (OKR). 
• Support Customer Care through change management including the delivery of key, cohesive messaging, vision affirmation and leader engagement at large-scale forums. 
• Assist with significant, department-wide initiatives that impact fundamental operational strategy of Customer Care, including but not limited to new product launches, system cutovers, vendor relationship management, and enhanced ways of working. 
• Organize continual feedback loop and drive action items to foster a unified team culture.
• Prepare and deliver final materials for key leadership forums, ensuring clarity and strategic alignment. 
• 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.    
• Demonstrate advanced communication and collaboration skills to build strong relationships and effectively engage with internal teams and external stakeholders.  
• Demonstrate strong analytical skills and effectively prioritize multiple competing projects in a fast- paced, time sensitive environment. 
• Conflict resolution oriented and highly effective at overcoming obstacles. 
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority. 
• Excellent team player with the ability to incorporate manager and customer insight into best practices.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.  
• Support and comply with the compa