Senior Director, Portal Experiences

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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 Senior Director, Portal Experiences will lead the strategy, vision, and product experience management of our customer-facing portals and mobile applications. This role is responsible for delivering a seamless, engaging, and innovative digital experience that meets the needs of our customers while driving business growth. These platforms include Exact Sciences' portals and applications as well as 3rd Party experiences. The ideal candidate will have a deep understanding of digital platforms, strong leadership skills, a history of driving strong design and product collaboration, a proven track record of bringing digital tools to life, and a passion for enhancing user experience through technology and uncovering beneficial opportunities to integrate tactile experiences with digital tools and functionality.

This role requires full-time presence at our corporate headquarters in Madison, WI.

Essential Duties

Include, but are not limited to, the following:

• Develop and execute a comprehensive strategy for customer portals and mobile applications in alignment with the company's digital transformation goals.
• Stay abreast of emerging technologies, trends, and best practices in the digital space, particularly regarding mobile and portal solutions.
• Oversee the end-to-end lifecycle of digital products, including portals and mobile applications, from concept to launch and ongoing optimization.
• Ensure that all digital products deliver a best-in-class user experience, are scalable, and meet business objectives.
• Collaborate with cross-functional teams, including experience design, engineering, marketing, and customer service, to define product requirements and prioritize features.
• Foster a collaborative and innovative culture within the team, encouraging the sharing of ideas and continuous improvement.
• Act as the primary point of contact for senior leadership regarding portal and mobile application strategy and performance.
• Communicate the value of digital initiatives to stakeholders and build strong relationships across the organization.
• Help manage vendor and 3rd party relationships and help negotiate contracts to ensure the highest quality and value in external partnerships.
• Establish key performance indicators (KPIs) and metrics to measure the success and impact of portals and mobile applications.
• Establish and regularly review Objectives and Key Results (OKRs) that ladder up to company-wide OKRs. Analyze product performance data, user feedback, and market trends to inform decisions and iterate on product offerings to improve Customer Satisfaction (CSAT) scores.
• Present insights and recommendations to senior leadership to guide strategic decisions based on improving ROI.
• In partnership, ensure all portals and mobile applications adhere to regulatory requirements, industry standards, and company policies, particularly regarding data privacy and security.
• Proactively identify and address potential risks in digital products, proactively working to assure a stable and secure environment.
• Developing and driving the user experience strategy across all Customer Types, Experiences, and touchpoints (i.e., physical and digital) based, in part, on:
  • Deep comprehension of each Customer Type's and Experience's OKRs and identifying specific, transformative user experiences that will drive fulfillment of the OKRs.
  • Extensive awareness of each product and service's strengths and limitations relative to market trends, competitive analysis, consumer expectations, and market/industry opportunities and evolution.
  • Absorbing, understanding, and translating internal data metrics and analysis.
• 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.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
• Ability to turn complex cross-channel interactions into intuitive, seamless user experiences.
• 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 travel 20% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor's Degree in business administration, healthcare administration or or field as outlined in the essential duties.
• 10+ years of experience in digital product management, with a focus on portals and mobile applications, with 9+ years working within a large or complex organization.
• 3+ years of experience leading people.
• Proven track record of leading successful digital initiatives that enhance customer experience and drive business results.
• Strong understanding of user experience (UX) design principles, agile development methodologies, and mobile-first strategies.
• Excellent written and verbal communication skills, with the ability to agilely adapt to the respective audience (team member to senior leadership).
• Expert in design/user experience processes, workflows, team integration, platforms and tools.
• Knowledge and understanding of the capabilities and limitations of HTML, CSS, JavaScript & development platforms (e.g., SiteCore) as well as native iOS and Android systems.
• 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

• Previous experience as a lead in guiding a large organization through a Service Design and/or Digital transformation effort.
• Experience in servicing-portal domain knowledge, secure/unsecure ecosystem models, and industry-specific knowledge e.g., healthcare, finance, etc.].
• Knowledge of modern development frameworks and technologies, including React/Angular, iOS, Android, APIs, cloud services, and mobile app development.
• Familiarity with regulatory requirements related to digital products, such as Accessibility, GDPR, HIPAA, etc.

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 age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.