Exact Sciences

Customer Support

• 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.

Lead Customer Care Operations Manager

Product Designer

• Independently lead and facilitate active collaboration with strategists, researchers, product leaders, legal, regulatory, medical, labs, and the respective Experience Design team members to produce deliverables that scale across journeys and platforms, with minimal guidance.
• Support a team of designers, providing informal coaching, feedback, and direction to help them do their best work on a project.
• Research and stay up-to-date to help support the adoption of the enterprise-wide design best-practices, standards, principles, and the usage of AI into your daily practice.
• Develop advanced prototypes and animations or define motion characteristics.
• Advocate for the incorporation of user research into the experience's UX vision, provide strategic rigor and thoughtfulness throughout the creation of products and experiences, from vision and conception to launch and optimization/governance - possess the knowledge and passion to articulate it clearly, confidently, concisely, and compellingly across audiences.
• Evolve and champion our design system to ensure that it is driving efficiencies and is tailored to the respective audience needs.
• Serve as a subject-matter expert in all things design and help lead both partners and peers alike to help think how design drives utility and inspires, equally.
• Remove impediments and ensure delivery of the overall experience vision & results aligned to OKRs.
• Building and maintaining collaborative relationships with senior leadership and other departments (e.g., Marketing) will also be required.
• Research and stay up-to-date to help lead the adaption of the enterprise-wide UX best practices, standards, principles, and design thinking processes for use by the respective UX, Product, and Development teams; serve as an advocate for these standards, principles, processes.
• Create systems and strategies that help designers thrive.
• Lead the use of design thinking, storytelling, and conceptual prototypes to compellingly convey the vision, flow, and features of the products/services being designed.
• Understand and prioritize time, problems, opportunities, and solutions that contribute to the product roadmap, strategy, and vision leveraging data, research, industry trends, and business objectives.
• Maintain morale and support employee engagement initiatives.
• Foster a welcoming environment regardless of background, sexual orientation, gender expression, religion, or ethnicity, and model these behaviors for the organization.
• Work within established design systems to create bold and memorable experiences that are consistent across multiple channels including web and email marketing or other customer interaction points.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Ability to effectively manage legal reviews and feedback cycles.
• 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.
• Ability to travel 10-20% of working time away from work location, may include overnight/weekend travel.

Lead Designer, Marketing Communications

Marketing

• Lead and develop strategy behind and execution of personal and non-personal selling materials for HCPs, thought-leader engagement, and other innovative national & localized promotional efforts to support Cologuard, and a growing cancer screening portfolio, across primary care and specialty markets (e.g., GI, NP/PA and OB/GYN)
• Build commercial engagement and promotional plan(s) for thought leaders and practitioners
• Contribute to strategic development and oversee execution of multi-channel paid media plan, and necessary content strategy, to achieve and exceed goals and key performance indicators (KPIs)
• Work with insights & analytics team to improve brand and tactical measurement capabilities
• Lead investment decisions for the HCP marketing team
• Manage multiple external creative, media and medical education agencies to deliver against the plan and within budget
• Ensure appropriate tracking, invoicing, and reconciliation occurs
• Support key elements of the Cologuard lifecycle plans, including future commercial launch executions of the product to HCPs
• Analyze primary and secondary market research, measure, and track performance of key tactics through commercial analytics
• Consistent demonstration of exceptional leadership qualities, including, but not limited to, the ability to attract and retain the best team, foster a culture of high performance; lead with integrity, humility, accountability, and courage; and set a clear vision to energize teams towards the future.

Senior Director, HCP Marketing

• Provide world class service to potential patients and patients with the goal to assist with insurance, coverage, and payment options associated with Cologuard
• Assist with insurance eligibility details required for kit shipment and patient billing requirements
• Interact with providers, patients, and payors to answer questions around claim denials, billing statements, Explanation of Benefits (EOB), and/or payment options
• Educate and assist on inquiries associated with Medicaid, Medicare, and private insurance companies
• Navigate supplemental payor websites to determine eligibility
• Collect payment, establish payment plans, assist with Financial Assistance requests, and refunds as appropriate
• Interact with patients, providers, and clients for all aspects of billing through phone, e-mail, or other channels to support incoming calls and place outbound calls
• Quality-focused with a high attention to detail and accurate documentation
• Provide customers with product and service information and route contacts to the appropriate resources
• Stay current with relevant guidelines and policies to maintain compliance with all company procedures and guidelines; including, but not limited to HIPAA, Quality Policies, and the Code of Business Conduct and Ethics
• Perform all job duties according to contact center policies and procedures
• Communicate and act in a professional manner in all interactions with employees of Exact Sciences, patients, providers, and clients
• Demonstrate excellent verbal and written English communication skills
• Ability to apply knowledge of customer service principles and practices
• Ability to work in a team environment and adapt to changing workload and circumstances effectively; ability to respond to new information quickly while focusing on tasks and work independently
• Ability to report to work on time and follow attendance guidelines, demonstrating reliable attendance
• Ability to work designated schedule and overtime as needed
• Ability to work in front of a computer screen and/or perform typing for approximately 90% of a typical working day operating telephone, computer, keyboard, and various desktop applications

Billing Customer Support Specialist II

Product Manager

• The Sr. Product Manager partners closely with assigned product and business teams to define solutions aligned with customer needs and business objectives, with a focus on logistics and operational workflows supporting kit and sample movement.
• This role is responsible for defining the product roadmap and driving end-to-end delivery for a product area or user journey.
• Working collaboratively with business stakeholders, development teams, design and other cross-functional partners, the Sr. Product Manager facilitates roadmap execution and advances product development for a defined set of digital solutions and logistics-driven customer and operational experiences.
• This position leads business requirement gathering, analyzes the problem space to define user stories and acceptance criteria, and ultimately verifies the work generated by the development teams meets stakeholders’ requirements.
• The Sr. Product Manager supports product teams by contributing to projects of medium complexity and ensures business, user, and technology needs are met through continuous analysis, iteration, solutioning, and delivery—particularly across logistics domains such as kit fulfillment, inventory visibility, shipment tracking, and sample logistics workflows.

Senior Product Manager – Logistics

Business Analyst

• 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.

Senior Customer Care Business Analyst

Account Manager

• Consistently meet or exceed sales objectives in an assigned geographic area (territory) through field-based call activity/meetings with oncologists and their staffs on a regular basis.
• Sell company products or services, develop new accounts, and drive depth within existing accounts.
• Develop and implement results-oriented territory management and planning.
• Develop and implement a strategic and tactical plan to maximize the utilization of our products in the most productive accounts while staying within budget; support corporate objectives and highlight the delivery of key selling messages and provide a high-level of customer service toward being the best-in-class provider.
• Develop a clear understanding of key territory-related clinical/political issues while devoting whatever time is necessary to complete objectives outlined in the sales plan.
• Complete all training programs and work proficiently with the concepts and complexities associated with genomic testing and Exact Sciences Precision Oncology products.
• Invest the time necessary to develop and maintain an in-depth understanding of all disease states associated with Exact Sciences’ products and the strengths and weaknesses of the competition; use technical fluency to move target physicians and influencers to actions that result in patient access and utilization of Exact Sciences’ products.
• Strive for excellence in all aspects of performance and is committed to continuous self-evaluation and development.
• Attend various sales meetings and professional conferences around the U.S. on an as needed basis.
• Develop relationships with a demonstrated ability to quickly develop one with national opinion leaders in oncology and pathology within their target territory.

Oncology Account Representative

• Supports the organization in advancing project, portfolio, and resource management capabilities through the effective design and use of Smartsheet solutions.
• Partners with stakeholders across the organization to design, build, implement, and sustain Smartsheet-based platforms.
• Drives decision-support insights through data visibility and reporting.
• Enables process automation and continuous improvement across project and portfolio management practices.
• Independently leads complex initiatives with broad scope and minimal oversight.
• Independently gathers and documents requirements, translates them into designs aligned to established standards, and proposes design improvements for review and approval.
• Leads project steps and contributes to analysis, design, testing, deployment, and cross-functional issue resolution.
• Leads and executes end-to-end functional testing and UAT cycles, ensures testing completeness and quality, contributes to SOP user documentation, and leads post–go-live stabilization efforts.
• Serves as an advanced support resource by troubleshooting complex issues, performing root cause analysis, and recommending durable corrective actions.
• Communicates clearly with internal stakeholders, leaders, and external vendors, translating technical concepts for non-technical audiences.

Senior Business Analyst, Smartsheet

Data Engineer

• Design, development, and testing of software applications for Exact Sciences.
• Collect and analyze data to develop robust IT solutions that deliver advanced data analytics capabilities.
• Develop database architectures to address business requirements, ensuring system scalability, security, performance, and reliability.
• Design and document database applications such as interfaces, data transfer mechanisms, and data partitions to enable efficient access of the generic database structure.
• Troubleshoot issues and problems of medium complexity for major software applications; make reasonable decisions, investigate and fix bugs, and operate independently.
• Initiate independent designs that impact and influence the department’s delivery and approach.
• Communicate clear and concise project plans/designs and status updates for a project.
• Mentor junior team members and contribute individual capabilities to the achievement of group objectives.

Senior Scientific Data Engineer

• Develop strategies and tactics within personal or non-personal promotion channels
• Develop and execute all HCP facing tactics used by sales colleagues
• Support marketing initiatives at sales meetings
• Analyze qualitative and quantitative data for market and customer insights
• Ensure coordinated efforts for training of field force
• Provide day-to-day oversight of external agency partners

Lead HCP Marketing Manager

Full-stack Engineer

• Leads planning, execution, and documentation of human factors engineering (HFE) and usability studies for IVD medical devices, ensuring compliance with IED 62366 and FDA human factors guidance.
• Conducts formative and summative usability testing, user research, and cognitive task analysis to assess user-device interaction, identify use errors, and inform design improvements.
• Manages usability and human factors requirements, including creation, decomposition, traceability, and validation of requirements derived from user needs and voice of customer.
• Leads use-related risk management activities, including Use Failure Modes and Effects Analysis (uFMEA), Hazard Analysis related to use errors, and risk mitigation strategies.
• Ensures comprehensive HFE documentation in Design History File (DHF); collaborates with Quality and Regulatory teams to support premarket submissions and compliance with usability engineering standards.
• Drives cross-functional collaboration with hardware, software, reagent, manufacturing, and quality teams, providing HFE expertise, technical leadership, and influence on product design and user experience.
• Upholds company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Supports and complies with the company’s Quality Management System policies and procedures.
• Maintains regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work nights and/or weekends, as needed.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
• Ability to comply with any applicable personal protective equipment requirements.
• Ability and means to travel 5% between Exact Sciences locations.
• Ability to travel 5% of working time away from work location, may include overnight/weekend travel.

Staff Engineer, Human Factors – Product Development

Manager

• Oversee the operations of PreventionGenetics’ Pre-Analytical department
• Ensure all pre-analytical systems are functioning properly
• Conduct all quality-related activities as specified in the Quality Management System
• Serve as a liaison between Pre-Analytics and various functional groups
• Participate in cross-functional teams that improve the infrastructure, workflow and processes
• Consult with Quality and provide guidance to address non-conformances, complaints and CAPAs within the Pre-Analytical department
• Manage the operations of the Pre-Analytical Department including anticipating, planning for, and acquiring required staffing, equipment, space, and workflow improvements
• Lead and maintain the engagement of staff and project team members
• Ensure consistent compliance with all applicable federal, state, local and international regulatory requirements
• Contribute to inspection preparation efforts with Quality and various support teams.

Pre-Analytical Laboratory Manager

Pricing Analyst

• analyzing the performance of the brand and the execution of the commercial channels
• developing key strategic initiatives, and aligning on KPIs
• strategizing, processing, and organizing data
• synthesizing data, performing descriptive and predictive analyses, and creating reporting dashboards
• providing key insights to business partners within commercial organizations
• deploying a variety of exciting analytical software and techniques

Senior Commercial Analytics Specialist

User Researcher

• Design and execute qualitative and quantitative research that is impactful, cost-effective, and addresses business needs, including writing, programming, and analyzing surveys, and planning, moderating, and analyzing qualitative research interviews.
• Oversee the vendor-led execution of primary research (exploratory to evaluative; quantitative to qualitative, primary and secondary).
• Synthesize research results, prepare clear, compelling and impactful presentations, and confidently share insights with stakeholders, leadership and partners both in person and virtually.
• Work closely with other members of the Strategy, Research & Insights team to build connections between existing and emerging insights, including connecting customer satisfaction data.
• Drive adoption of human-centered design thinking in development of all CX, Marketing, and other enterprise strategy communications.
• Manage and prioritize multiple research and insights projects in parallel.
• Ability to work both independently and within a team.
• 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.
• Maintain regular and reliable attendance.
• Ability to act with an inclusion mindset and model these behaviors for the organization.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to travel 20% of working time away from work location, may include overnight/weekend travel.

Senior UX Researcher

Account Executive

• Generate deep insight into local healthcare ecosystems and market landscape in order to identify opportunities to enhance the system of care and deliver improved patient outcomes through integration of Exact Science’s solutions
• Analyze the treatment journey across the local system of care in order to identify account opportunities to work with HCPs to improve clinical decision making and deliver better patient and population health outcomes in the context of EXAS current and future pipelines
• Build a network of relationships within accounts in order to gain insight into system, customer and patient unmet needs, including clinical stakeholders and administrators, and diligently captures information on customer interactions using the Customer Relationship Management (CRM) database, including point of contact (POC) information, sales call activities, market intelligence, funnel development and other data points
• Synthesize data from a range of formal and informal sources to understand the evolving and dynamic local care system, leveraging available tools and resources such as Engage (CRM), Excel, Tableau and available research to make data-driven decisions on account potential and opportunities in order to focus effort, including working across the Market team
• Develop and implement business and account plans to increase the visibility and awareness of the Company’s products and maximize opportunities and sales growth
• Create business and account plans based on opportunities to drive acceptance of Cologuard and other Exact Sciences solutions to enhance clinical decision making and the effectiveness of the system of care
• Lead the implementation of these business and customer plans to devise and implement customer-specific pre-and post-call engagement approaches that evaluate and address customer needs, in collaboration with a range of internal stakeholders including Screening Advocate (SA), Medical Affairs and Marketing
• Inform, educate and enable target physician and stakeholder groups about Exact Sciences products and value propositions to equip them to make informed decisions about treatment choices and patient resources and highlight the importance of screening to the customer, drawing on approved clinical studies and marketing aids
• Proactively drives business growth by focusing on customers with highest potential and proactively initiating connections to uncover unmet needs and opportunities
• Seeks regular feedback from customers about their experience, service, satisfaction and perceived value of working with Exact Sciences
• Leads the successful implementation of account plans through collaboration and coordination with key internal stakeholders to develop and execute strategies, enhance customers satisfaction, improve patient outcomes and business opportunities for Exact Sciences
• Ensures execution of targeted tactics to deliver business goals in coordination and orchestration with a wider range of internal cross-functional stakeholders, including Account Managers, Area Manager, Marketing, Sales Operations and Internal Sales Support
• Communicates a clear and compelling description of customer needs and opportunities to internal stakeholders in order to mobilize resources and shape solutions to address current and future customer needs
• Ensures that the team conducts business to the highest ethical and professional standards, consistent with Exact Sciences guidelines and policies and regulatory requirements and upholding the company mission and value through accountability, innovation, integrity, quality and teamwork