The Role

GeneDx is a healthcare technology company revolutionizing the genetic testing space. We are seeking a passionate and experienced Customer Experience Product Manager to join our team and help us elevate the customer journey across our platforms.

As a Customer Experience Product Manager, you will own the end-to-end customer experience for our customer-facing products, ensuring it meets the needs of both healthcare providers and patients. You will be responsible for designing and optimizing workflows, driving cross-functional collaboration, and delivering solutions that simplify complex processes. This role requires a customer-first mindset, strong product management skills, and the ability to work across teams to deliver exceptional results.

With your engineering colleagues, you will work to ensure your development team has clearly defined goals, requirements, and specs; with clear, aggressive, yet achievable plans for execution. Your role is to partner with commercial, market access, and operations leaders across GeneDx to define key user challenges and goals, and to solve them creatively and cross-functionally to provide innovative and effective experiences. The role includes ideating, designing, testing, iterating, delivering, and launching new features and capabilities. 

Experience, Traits, and Skills

• 5+ years of experience in product management, preferably in a customer experience related role
• Experience working on customer-facing portals, platforms, or applications is highly preferred
• Analytical mindset with the ability to use data to inform decisions and measure success
• Experience with Agile methodologies and tools (e.g., Jira, Confluence)
• Strong understanding of end-to-end workflows and process optimization
• Customer-first approach with a passion for improving user experiences
• Excellent communication and collaboration skills, with the ability to work effectively across teams
• Background in healthcare, health tech, or a regulated industry is a plus
• Results-oriented and self-motivated, either working independently or as part of a team 
• Ability to think strategically and tactically while managing multiple projects simultaneously 
• Ability to learn quickly and adapt to change under pressure to meet deadlines

The Responsibilities 

• Own the customer-facing experiences, ensuring seamless and intuitive delivery for healthcare providers and patients
• Map and optimize end-to-end workflows, identifying pain points and opportunities for improvement
• Develop a deep understanding of customer needs through research, feedback, and data analysis
• Define and prioritize the product roadmap for customer experience initiatives, balancing short-term wins with long-term vision
• Align product goals with company objectives, ensuring a focus on improving customer satisfaction and engagement
• Partner with engineering, design, operations, and commercial teams to deliver impactful solutions
• Work closely with customer support and operations teams to address customer pain points and improve workflows
• Write clear and actionable product requirements, user stories, and acceptance criteria
• Manage the product development lifecycle, from ideation to launch, ensuring timely delivery of high-quality features
• Monitor and measure the success of product launches, iterating based on feedback and performance metrics
• Develop tools, resources, and features that empower customers to navigate the genetic testing process with ease

The Objectives

• Deliver tangible improvements to the customer experience, focusing on key area to reduce ordering time, increase order quality, and decrease errors
• Develop a comprehensive measurement plan that includes key performance indicators (KPIs) and metrics, collects, and analyzes data, and reports on the results to key stakeholders within 12 months 
• Improve GeneDx’s customer experience end to end tracking and analytics capabilities

 

 

Pay Transparency, Budgeted Range$153,053—$191,317 USD

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Science - Minded, Patient - Focused. 

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most. 

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic