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 Customer Care Program Manager is an active thought partner who contributes to shaping the technology demand among the Exact Sciences Laboratories business community. The Customer Care Program Manager 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 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 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.

The Program Manager 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. Program Manager 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.

This position will work closely with our Customer Experience and Commercial team to partner on new initiatives to drive the success of both our clients and employees.

This is a hybrid role and can be based in our Madison, WI or Redwood City, CA office location.

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 revie