Manager, Customer Care

🔥 5 minutes ago

🇺🇸 United States – Remote

💵 $87.6k - $109.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs. • Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics. • Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives. • Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps. • Drive cross-functional initiatives from scoping through execution, optimizing team workflows. • Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence. • Maintain high customer satisfaction and Net Promoter Score (NPS). • Build and maintain a high-performing, accountable environment for the Customer Experience team. • Comply with HIPAA policies and Natera procedures regarding PHI access and protection. • Maintain current status on all Natera training requirements.

🎯 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. • Healthcare or biotech experience strongly preferred.

🏖️ 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!