Principal Program Manager - Customer Care

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 Principal Program Manager, Customer Care successfully initiates and delivers solutions related to contact center systems and operations to support the organization’s vision and strategic direction. This role oversee strategy, plan and leads large, high-risk, high-visibility, and critical projects across the organization that are often highly complex and impact many users in Order to Cash journey for both Screening and Precision Oncology business units.

The Principal Program Manager, Customer Care ensures successful integration and communication between multiple projects, which requires hands-on close collaboration with all levels of Exact Sciences. This position provides strategic vision for operational excellence and leadership across the department. They must exhibit leadership skills such as good judgment, sound analysis and decision making, the ability to remain professional and composed under pressure, effective interpersonal skills, and the ability to effectively represent the Customer Care Team to all levels of the Commercial Operations Organization, IT and Commercial Lab. 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.

Essential Duties

Include, but are not limited to, the following:

• Oversee strategy, delivery and acceptance of program scope, including but not limited to program tasks, deliverables, milestones, and resources, all the time coordinating with project managers and delivery teams as needed.
• Plans, organizes, directs and supervises one or more major programs or projects that have a high degree of visibility and are of substantial impact including the development and implementation of program goals and elements; performs a variety of technical tasks relative to assigned product, program or project
• Manage a portfolio of work in the Platforms/Process pillar which can range from specific end to end programs to managing an intake process operations in Order to Cash journey for both Screening and Precision Oncology business units.
• Foster cross-functional partnership with leadership and operational teams in identifying gaps in workflow and/or software systems; develop road maps with appropriate stakeholders and leaders to seek new solutions to meet business needs and requirements
• Assess critical business needs and develop technology solutions within the customer care services division.
• Make critical decisions quickly to keep project on track and communicate change to all stakeholders involved
• Manage often high-volume and high complexity dependencies and risks between teams by aligning partners and escalating
• Initiate and drive as program manager for operational re-design, system and operational upgrades and enhancements, new product launches, integrations, and other large scale system continuous improvement projects.
• Design an evolution of continuous improvement and the Lean culture across Customer Care and extend collaborations with Customer Care cross-functional stakeholders to proactively lead change.
• Subject matter expert in Lean methodology, driving change management, developing roadmaps, and leading development.
• Facilitation of the Customer Care Squads Product Managers/Scrum master’s to align, develop, prioritize, and communicate with the Customer Care Teams and key stakeholders.
• Train, coach, and mentor the team of Customer Care Process Improvement Analysts on project work, facilitation, and lean training/tools.
• Partner with leadership and operational teams in identifying gaps in software systems and processes; develop road maps with appropriate stakeholders and leaders to seek new solutions to meet business needs and requirements.
• Drive positive change management via planning, communications, and relationship management.
• Seek to enhance end user experience by providing appropriate resources and system-related tools.
• Identify opportunities for improvements and create business cases for contact center systems and workflows.
• Collaborate with cross-functional stakeholders to strategize initiatives, project scope, prioritize and coordinate to meet business needs.
• Serve as an internal consultant supporting Customer Care business units OKR's.
• Assess critical business needs and develop technology and operational s