Manager, Oncology Provider Experience

🕒 4 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🔴 Especialista

👔 Gerente

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Natera

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2004

🧬 Biotecnologia

⚕️ Seguro de Saúde

💊 Farmacêutico

Biotechnology • Healthcare Insurance • Pharmaceuticals

A Natera é líder global em tecnologia de testes de DNA livre de células (cfDNA), especializada em testes e diagnósticos genéticos não invasivos. As soluções inovadoras da empresa concentram-se em áreas como triagem pré-natal, detecção de câncer e monitoramento de transplantes de órgãos. Ao utilizar bioinformática avançada e análise de DNA, a Natera oferece a profissionais de saúde e pacientes informações essenciais para decisões médicas mais embasadas.

Descrição

• Architect and implement the 'White Glove' infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey. • Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management. • Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores. • Define the 'Success Framework' for new provider onboarding, establishing clear benchmarks for what constitutes a 'frictionless' transition to Natera. • Lead the integration of CRM automations and communication platforms to ensure the team can scale their 'white glove' touch without a proportional increase in manual labor. • Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations. • Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization. • Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship. • Quantify the impact of high-touch intervention on long-term provider retention and test utilization.

🎯 Requisitos

• A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred. • 7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations. • Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks. • Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential. • Proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment. • Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT. • Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution.

🏖️ Benefícios

• Comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. • Free testing for Natera employees and their immediate families. • Fertility care benefits. • Pregnancy and baby bonding leave. • 401k benefits. • Commuter benefits. • Generous employee referral program.