Director, Customer Experience – Women's Health, Rare Disease

🔥 28 minutes ago

🇺🇸 United States – Remote

💵 $140k - $190k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

🦅 H1B Visa Sponsor

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Natera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2004

🏥 Healthcare

🧬 Biotechnology

⚕️ Healthcare Insurance

Healthcare • Biotechnology • Healthcare Insurance

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

• Provide leadership and direction across all customer support functions, including issue resolution operations and customer success programs, ensuring alignment with Natera's broader business objectives. • Own and evolve the department's SLA, KPI, and NPS frameworks; establish performance benchmarks and hold teams accountable to consistently exceeding targets. • Directly lead and develop Customer Experience Agents, Territory Managers, and Customer Success Managers, building a high-performing, engaged, and inclusive organization. • Partner with executives and department heads across Sales, Clinical, Marketing, Engineering, Product, and Operations to drive systemic improvements to the customer journey. • Champion customer success as a strategic function — driving retention, satisfaction, and long-term patient and provider relationships. • Serve as the escalation point for the most complex, sensitive, or high-visibility customer issues. • Lead cross-functional initiatives with significant impact on the customer experience. • Define and implement workforce planning, capacity modeling, and resource allocation strategies. • Establish a data-driven culture within the organization.

🎯 Requirements

• Bachelor's degree required; graduate degree (MBA or equivalent) strongly preferred. • Minimum of 10 years of progressive experience in customer experience, customer success, or contact center operations, with at least 4 years in a Senior manager or higher level or equivalent leadership role. • Demonstrated experience leading and scaling multi-functional customer-facing teams, including both reactive support and proactive customer success organizations. • Proven track record of driving measurable improvements in NPS, CSAT, retention, and operational efficiency. • Healthcare, biotech, or diagnostics industry experience strongly preferred. • Exceptional problem solving skills and ability to piece apart complex problems and iterate on solutions quickly.

🏖️ 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.