Exact Sciences

Lead Customer Care Operations Manager

Exact Sciences

full-time

Posted on:

Location Type: Hybrid

Location: Madison • California • Wisconsin • United States

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Salary

💰 $84,000 - $150,000 per year

Job Level

Senior

About the role

  • responsible for driving operational, strategic, and administrative processes associated with the Customer Care department.
  • key intake and lead to ensure resources, processes, and workflow impacts are appropriately accounted for and assessed before the roll out of any new program, initiative, or system release within Customer Care.
  • prioritize and effectively lead activities that focus on the successful achievement of Customer Care (CC) strategic objectives.
  • lead cross-functional initiatives by combining strong project management expertise with strategic oversight of technical and operational roadmaps within Customer Care.
  • evaluate and maximize return on investment, track business value delivery, and make data-driven decisions with business.
  • ensure effective stakeholder management—communicating clearly, managing expectations, and ensuring alignment between leadership, technical teams, and business partners to drive successful outcomes.

Requirements

  • Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
  • 8 years of experience in Customer Service or experience relevant to the essential duties.
  • 3 years of project/program management experience in healthcare or a clinical reference laboratory.
  • Excellent computer skills to include internet navigation and email usage.
  • Excellent proficiency in Microsoft Office programs and customer service systems.
  • Superb follow-through skills and relationship management required.
  • Demonstrated ability to perform the essential duties of the position with or without accommodation.
  • Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.
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 & Tools
project managementdata-driven decision makingstakeholder managementcustomer serviceoperational processesstrategic oversightworkflow assessmentreturn on investment evaluationbusiness value delivery
Soft Skills
leadershipcommunicationrelationship managementorganizational skillsfollow-through skills