Principal Program Manager - Customer Care

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At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

The Principal Program Manager, Customer Care successfully initiates and delivers solutions related to contact center systems and operations to support the organization's vision and strategic direction. This role oversee strategy, plan and leads large, high-risk, high-visibility, and critical projects across the organization that are often highly complex and impact many users in Order to Cash journey for both Screening and Precision Oncology business units.

The Principal Program Manager, Customer Care ensures successful integration and communication between multiple projects, which requires hands-on close collaboration with all levels of Exact Sciences. This position provides strategic vision for operational excellence and leadership across the department. They must exhibit leadership skills such as good judgment, sound analysis and decision making, the ability to remain professional and composed under pressure, effective interpersonal skills, and the ability to effectively represent the Customer Care Team to all levels of the Commercial Operations Organization, IT and Commercial Lab. This position will work closely with our Customer Experience and Commercial team to partner on new initiatives to drive the success of both our clients and employees.

Essential Duties

Include, but are not limited to, the following:

• Oversee strategy, delivery and acceptance of program scope, including but not limited to program tasks, deliverables, milestones, and resources, all the time coordinating with project managers and delivery teams as needed.
• Plans, organizes, directs and supervises one or more major programs or projects that have a high degree of visibility and are of substantial impact including the development and implementation of program goals and elements; performs a variety of technical tasks relative to assigned product, program or project
• Manage a portfolio of work in the Platforms/Process pillar which can range from specific end to end programs to managing an intake process operations in Order to Cash journey for both Screening and Precision Oncology business units.
• Foster cross-functional partnership with leadership and operational teams in identifying gaps in workflow and/or software systems; develop road maps with appropriate stakeholders and leaders to seek new solutions to meet business needs and requirements
• Assess critical business needs and develop technology solutions within the customer care services division.
• Make critical decisions quickly to keep project on track and communicate change to all stakeholders involved
• Manage often high-volume and high complexity dependencies and risks between teams by aligning partners and escalating
• Initiate and drive as program manager for operational re-design, system and operational upgrades and enhancements, new product launches, integrations, and other large scale system continuous improvement projects.
• Design an evolution of continuous improvement and the Lean culture across Customer Care and extend collaborations with Customer Care cross-functional stakeholders to proactively lead change.
• Subject matter expert in Lean methodology, driving change management, developing roadmaps, and leading development.
• Facilitation of the Customer Care Squads Product Managers/Scrum master's to align, develop, prioritize, and communicate with the Customer Care Teams and key stakeholders.
• Train, coach, and mentor the team of Customer Care Process Improvement Analysts on project work, facilitation, and lean training/tools.
• Partner with leadership and operational teams in identifying gaps in software systems and processes; develop road maps with appropriate stakeholders and leaders to seek new solutions to meet business needs and requirements.
• Drive positive change management via planning, communications, and relationship management.
• Seek to enhance end user experience by providing appropriate resources and system-related tools.
• Identify opportunities for improvements and create business cases for contact center systems and workflows.
• Collaborate with cross-functional stakeholders to strategize initiatives, project scope, prioritize and coordinate to meet business needs.
• Serve as an internal consultant supporting Customer Care business units OKR's.
• Assess critical business needs and develop technology and operational solutions within the customer care services division.
• Make critical and difficult decisions based upon a combination of business goals, data analysis, experience, and judgement, taking on the role of Decision Maker.
• Maintainmorale and support employee engagement initiatives.
• Formulate, organize, and monitor inter-connected projects; including, but not limited to, coordination of cross-project activities.
• Listen, influence, negotiate, and mitigate conflict while building relationships and achieving desired results.
• Partner with multiple internal cross-functional teams and successfully manage multiple projects simultaneously.
• Demonstrated success with oral and written communications and presentations, influence and persuasion, results orientation, facilitation, and teamwork skills.
• 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.
• Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
• Ability and means to travel 5% between Madison locations.

Minimum Qualifications

• Bachelor's Degree in Business Administration, Engineering, Information Technology, Management Information Systems, or field as outlined in the essential duties; High School Diploma/General Education Degree (GED) and 4 years of relevant experience as outlined in the essential duties in lieu of Bachelor's degree.
• 12+ years of relevant business experience within healthcare or a clinical reference laboratory to include building skills to support deadline driven work, tracking milestones and timelines, managing budgets, delegating, and directing work, and communicating to cross-functional stakeholders.
• 4+ years of experience mentoring or leading others directly or indirectly.
• 5+ years of experience using technology and tools to plan, track, or measure work progress.
• Demonstrated success with oral and written communications and presentations, influence and persuasion, results orientation, facilitation, and teamwork skills.
• Authorization to work in the United States without sponsorship.
  

Preferred Qualifications

• Master's Degree and/or Green Belt Certification or 5+ years leading Lean Improvement Projects
• Possession of a project management professional (PMP) certification
• Project management professional (PMP) certification or 5+ years project management experience to include increasing responsibility of scope and leadership.
• 5+ years supervisory or management experience

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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