Sr Program Manager

Sr. Program Manager - Patient Experience 

Natera’s mission is to transform the diagnosis and management of genetic diseases by making personalized genetic testing and diagnostics the standard of care. We focus on reproductive health, cancer, and organ transplantation, providing innovative solutions that empower healthcare providers and patients.

The Patient Experience (PX) team ensures that every patient receives the highest level of care throughout their journey with Natera. Our team supports patients at every step—from cost estimates and blood sample collection to test results review—leveraging cutting-edge patient support technologies. We are constantly identifying opportunities to enhance the patient experience through data-driven insights and process improvements.

The PX team's success is heavily reliant on our commitment to consistently enhance our internal processes. The Sr. Program Manager identifies areas for improvement and works with stakeholders to implement and refine solutions, refusing to settle for the status quo. These solutions can vary from straightforward process adjustments to collaborating with development teams on more intricate technological solutions, such as Artificial Intelligence (AI).

As a successful candidate, you are obsessed with the experience of our patients, phlebotomists and support teams. You learn complex concepts quickly; earn the trust of stakeholders across various disciplines; are super-organized with a strong bias for action; are eager to find ways to reduce patient effort; and love working with global teams.

Key Responsibilities

• Oversee the end-to-end delivery of the Phlebotomy and Patient Coordinator improvement programs, from identifying opportunities to deploying solutions 

• Drive alignment, foster discussion, and ensure success of key initiatives and objectives across stakeholders

• Manage stakeholder expectations. Define goals and objectives that meet their needs

• Lead continuous improvement initiatives to identify opportunities 

• Create a pipeline of opportunities and work with operations, product and engineering organizations to define a solutions roadmap

• Proactively dive deep into available data to unlock insights and monitor health of initiatives

• Monitor the roadmap progress and drive accountability amongst stakeholders, and identify potential risk areas, dependencies, and technical blockers, and drive mitigations and solutions

• Effectively communicate program status, risks, and issues to stakeholders, including executive leadership team (ELT)

• Use data and metrics to identify areas for improvement and drive program optimization

• Own budgeting process 

Basic Qualifications

• Bachelor’s degree or equivalent experience

• 3+ years of program / project management experience

• Proficient knowledge of and experience in Project Management principles

• High level understanding of AI solutions and capabilities

• Proven success in building and improving global operations processes

• Ability to juggle multiple projects and workstreams

• Ability to lead and motivate teams, and to influence stakeholders

• Excellent problem-solving skills.

• Excellent oral and written communication skills.

• Strong organizational and people skills, successful track record of coordinating between multiple project stakeholders including business and operations teams, product managers, and software development teams.

• Ability to deal well with ambiguous/undefined problems; think abstractly; learn, adapt and innovate.

• Ability to work autonomously and drive buy in for program objectives

• Ability to analyze data and identify trends and insights 

• Comfortable working across multiple time-zones

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and