Mgr, Customer Care

5 hours, 2 minutes ago
Full-time
Lead
Customer and Technical Support
Natera

Natera

Natera specializes in cell-free DNA testing, providing advanced genetic testing services for oncology, women's health, and organ health to help families diagnose and manage genetic diseases.

Pharmaceuticals
1K-5K
Founded 2004

Description

  • Manage daily contact center operations and make real-time adjustments to meet service-level agreements.
  • Track, monitor, and report on KPIs and operational metrics.
  • Direct and develop Customer Experience Supervisors to meet operational targets and business objectives.
  • Partner with department heads across patient and provider touchpoints to improve experience and close process gaps.
  • Lead cross-functional initiatives from scoping through execution to optimize team workflows.
  • Own complex escalations and implement root-cause fixes to prevent recurrence.
  • Maintain high customer satisfaction and Net Promoter Score (NPS).
  • Build and sustain a high-performing, accountable team environment.
  • Ensure compliance with HIPAA policies and Natera procedures for PHI access and protection.
  • Maintain current status on all required Natera training.

Requirements

  • Bachelor’s degree or equivalent required; graduate degree preferred.
  • Proven leadership experience managing high-volume customer experience or contact center operations.
  • Experience managing cross-functional projects and working with matrixed teams.
  • Strong data analysis skills; Excel analysis and modeling proficiency required.
  • Track record of executing complex projects and meeting aggressive deadlines.
  • Direct, concise written and verbal communication skills.
  • Decisive and adaptable, with the ability to execute hands-on work while driving broader operational strategy.
  • Experience reporting and presenting metrics to senior leadership.
  • Expertise in de-escalating customer issues and performing root cause analysis.
  • Healthcare or biotech experience strongly preferred.

Benefits

  • Remote USA role with a salary range of $87,600 to $109,500 USD.
  • Comprehensive medical, dental, vision, life, and disability coverage for eligible employees and dependents.
  • Free testing for employees and their immediate families.
  • Fertility care benefits.
  • Pregnancy and baby bonding leave.
  • 401(k) benefits.
  • Commuter benefits.
  • Generous employee referral program.

Interested in this position?

Apply directly on the company website

Apply Now

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