Manager, Product Support

Help us change lives

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 Manager, Product Support will lead a team responsible for a variety of technical and scientific support activities within manufacturing sciences and operations. This role will oversee issue resolution, process and product improvement, risk mitigation activities, and support new product introduction working closely with the research and development (R&D), quality, and operations teams to support business objectives. This role will provide clear direction for work in the department and lead projects which are broad and complex in scope.

This position is located onsite in Madison, WI.

Essential Duties

Include, but are not limited to, the following:

• Lead and manage a product support team; provide technical and product support leadership in operations.

• Work cross-functionally with the production, quality control, supply chain, R&D, and quality teams to provide visibility to projects, progress, and risks.

• Lead and support troubleshooting of out of specifications (OOS), non-conformances (NCMRs), and corrective action preventive action (CAPA) plans through root cause investigation, experiment design, study execution, data analysis, and reporting.

• Lead strategic efforts to qualify new raw materials and alternative supply channels for products.

• Analyze, track, and trend historical production and quality control data.

• Generate clear and accurate experimental protocols, draft work instruction procedures, characterize and develop test methods and test method improvements, and summarize activities through technical or investigative reports.

• Program, operate, and troubleshoot complex instrumentation such as micro plate readers, real-time polymerase chain reaction (PCR) instruments, and liquid handling automation.

• Oversee design and execution of complex studies and designed experiments.

• Provide thought leadership and collaborate with R&D in design for manufacturability of future products.

• Oversee teams conducting bench level experiments within several product or technology areas to identify problems and discrepancies.

• Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance, and provide helpful feedback and training opportunities.

• 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.

• 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.

• Communicategoals so employees understand them and their role in achieving them.

• Motivateandinspireemployees to do their best work through coaching.

• Maintainmorale and support employee engagement initiatives.

• Lead and manage several varied projects at one time with frequently changing priorities.

• Effective analytical, problem solving, and decision-making skills.

• Ability to work effectively in team situations as well as independently.

• Ability to collaborate across functions and within a workgroup to meet business objectives.

• Excellent oral and written communication, interpersonal, and presentation skills.

• Strong attention to detail.

• Ability to prioritize tasks and adhere to project schedules and timelines.

• Ability to thrive in a fast-paced, frequently changing, and evolving environment.

• Ability to work designated schedule.

• Ability to work nights and/or weekends (as needed).

• Ability to lift up to 40 pounds for approximately 3% of a typical working day.

• Ability to work on a computer and phone simultaneously.

• Ability to use a telephone through a headset.

• 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 work seated for approximately 80% of a typical working day. Ability to work standing for approximately 20% of a typical working day.

• Ability to work with blood, tissue, stool, or other human specimen samples.

• 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 to use various types of laboratory equipment including microscopes, microtomes, blades, strainers, and pipettes for extended periods of time.

• May perform repetitious actions using lab tools.

• Ability to use near vision to view samples at close range.

• May be exposed to hazardous materials, tissue specimens, and instruments with moving parts, lasers, heating and freezing elements, and high-speed centrifugation.

• Ability and means to travel between local Exact Sciences in cities where applicable.

• Ability to travel 5% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor's degree in life sciences or field related to the essential duties of the job and 7+ years of experience in the life sciences industry. Master's or Doctoral degrees may be considered in lieu of 2 years of experience.

• 3+ years of experience leading people and teams.

• Advanced knowledge of statistical and mathematical methods in biology/genetics; including, but not limited to, professional working knowledge of JMP software.

• Proficient in a variety of common laboratory skills and techniques.

• Strong understanding of in vitro diagnostic device (IVD) product manufacturing processes, biochemical, molecular, and real-time-PCR assays.

• Professional working knowledge in an FDA regulated 21 CFR 820 environment, ISO 13485, ISO 12207, and/or cGMP structured environment.

• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.

• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• 7+ years of experience with medical device products in a development or product support role.

• Experience with project management principles and practice.

• Strong knowledge in design for Six Sigma and statistics.

• Strong knowledge in basic and advanced continuous improvement methodologies and principles, such as Lean Six Sigma and/or Practical Process Improvements (PPI).

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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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law.

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