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POSITION SUMMARY:

The Customer Experience Manager sits within Natera’s Organ Health division and is responsible for overseeing the Customer Experience team within this department. This individual will directly manage Customer Experience Supervisors, and is responsible for the Customer Experience group’s SLAs and KPIs. They will also drive the planning and execution of major projects for the Customer Experience team, and in doing so, will work extensively with cross-functional groups across Natera. The Manager also serves as the 4th level of escalation for the group.

PRIMARY RESPONSIBILITIES:

• Manages day to day contact operations across all layers of the Customer Experience group ensuring real-time adjustments to meet and/or exceed SLAs.

• Track monitor and report on Key Performance Indicators and other performance metrics.

• Mentor, lead, and coach Customer Experience Supervisor to execute job functions and achieve goals aligning with the larger organization

• Works across the organization with department heads of all patient and provider touchpoints to improve customer experience and drive insight on how to address gaps in programs, processes, platforms, systems, etc.

• Manages cross-functional initiatives with any impact on the Customer Experience group from scoping through execution while actively engaging in optimizing and improving team’s processes, workflows, and functions

• Act as the SME for any escalated issues driving to both acute resolution but also mitigation of recurrence

• Work to maintain Customer Experience excellence and ensure a high level of customer satisfaction and Net Promoter Score.

• Actively develop and promote an inclusive, and engaging workspace for all Customer Experience team members.

• This role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) in order to perform the job

• Employee will have working knowledge of HIPAA policy and procedures and must comply with Natera policies in handling and protecting patient privacy.

• Must maintain a current status on Natera training requirements.

QUALIFICATIONS:

• Bachelor’s or Master’s degree preferred

• Minimum of 8 years of related experience in customer experience, management, project management 

• Experience working with teams across multiple departments

• Healthcare experience greatly preferred

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent analytical mindset – i.e. some excel analysis/modeling skills required

• Excellent project management skills with proven track records of meeting aggressive deadlines 

• Excellent written and verbal communications skills with the ability to engage and support others through communications

• Bright, flexible, and agile; highly motivated to roll up sleeves and get work done while also thinking strategically

• Extensive experience reporting and presenting to top leadership

• Understanding of healthcare or biotech industry is a plus

• Excellence in de-escalating customer behavior

• Ability to conduct root cause analysis and utilize problem solving skills

• Ability to promote a positive team environment

• Ability to deliver training, mentoring, and constructive feedback in professional manner

• Ability to de-escalate and resolve negative personnel interactions

• Knowledge of customer service principles and practices

• Ability to maintain professionalism during highly escalated situations

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