Manager, Oncology Provider Experience

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🧬 Biotechnology

⚕️ Healthcare Insurance

💊 Pharmaceuticals

Biotechnology • Healthcare Insurance • Pharmaceuticals

Natera is a global leader in cell-free DNA testing technology, specializing in non-invasive genetic testing and diagnostics. The company's innovative solutions focus on areas such as prenatal screening, cancer detection, and organ transplant monitoring. By using advanced bioinformatics and DNA analysis, Natera provides healthcare professionals and patients with critical information to make more informed medical decisions.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.