Senior Customer Care Business Analyst
Exact Sciences
full-time
Posted on:
Location Type: Office
Location: Madison • Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $67,000 - $119,000 per year
Job Level
Senior
About the role
- Leading role in project initiation, planning, communication, and execution in conjunction with stakeholders
- help ensure definition of project scope, requirements, and deliverables
- Identify and leverage Change Management tools to meet project team needs
- Identify, perform or manage tasks related to defining and measuring problems while coaching leaders to solve unique and complex challenges that have significant impact on a business unit or Customer Care enterprise
- Serve as an internal consultant supporting Customer Care business units OKR's
- Design, document, and optimize workflows to support company initiatives
- Develop project schedules and milestones using appropriate tools and techniques
- Utilize Project management skills to track and manage project tasks, milestones, and deliverables
- Liaise with key stakeholders on an ongoing basis
- Facilitate and/or present project level status updates
- Execute on project deliverables as set by the Project Manager (PM), such as management of process improvement initiatives and projects related
- Use and coach practical problem-solving skills
- Awareness and involvement with Change Management needs/opportunities
- Partner Commercial and Customer Care stakeholders on the planning and development of material resources
- Oversee and support the validation of processes and systems supporting cross-functional processes
- Collect, clarify and translate business requirements into documentation and conceptual design by using appropriate tools and models
- Collaborate cross-functionally on workflows that impact Customer Care, CDX, Commercial Team and Growth Initiatives stakeholders to ensure overall compliance
- Identify and share best practices that drive continuous improvement to ensure a positive customer experience
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork
- Support and comply with the company’s Quality Management System policies and procedures
- Ability to act with an inclusion mindset and model these behaviors for the organization
- Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances
- Disciplined, self-motivated & reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving at work on time and completing tasks that are assigned in a timely manner
- Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization
- Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly
- Professionalism: conducts themselves in a professional manner in all interactions with members of the Exact Sciences Clinical Laboratory team, clients, and associates
- Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and input
- Strong presentation skills with the ability to convey information and adjust delivery as appropriate to the audience
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day
- Ability to work on a computer and phone simultaneously
Requirements
- Bachelor’s degree in business administration or related field, or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of bachelor’s degree
- 5+ years of customer service or business analyst experience within healthcare or a clinical reference laboratory
- Demonstrated effective leadership skills and ability to collaborate with various levels throughout the organization
- Demonstrated experience in project management
- Demonstrated follow-through and relationship management skills
- Demonstrated ability to perform the Essential Duties of the position with or without accommodation
- Legal authorization to work in the country of employment without current or future sponsorship.
Benefits
- paid time off (including days for vacation, holidays, volunteering, and personal time)
- paid leave for parents and caregivers
- retirement savings plan
- wellness support
- health benefits including medical, prescription drug, dental, and vision coverage
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementchange managementworkflow optimizationproblem-solvingbusiness requirements documentationprocess improvementmilestone trackingcustomer servicebusiness analysisleadership
Soft skills
communicationinterpersonal skillsteamworkadaptabilityprofessionalismrelationship managementpresentation skillsself-motivationaccountabilitypositive attitude