Mgr, Customer Care at Natera

About the role

POSITION SUMMARY: The Customer Experience Manager owns the customer experience across all Natera touchpoints and directly manages Customer Experience Supervisors. You are responsible for the Customer Experience group's SLAs, KPIs, and operational delivery. This role drives the planning and execution of major team projects and partners cross-functionally across Natera to solve workflow problems. You serve as the final tier of escalation for the group.

PRIMARY RESPONSIBILITIES:

Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs.
Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics.
Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives.
Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps.
Drive cross-functional initiatives from scoping through execution, optimizing team workflows.
Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence.
Maintain high customer satisfaction and Net Promoter Score (NPS).
Build and maintain a high-performing, accountable environment for the Customer Experience team.
Comply with HIPAA policies and Natera procedures regarding PHI access and protection.
Maintain current status on all Natera training requirements.

QUALIFICATIONS:

Bachelor’s degree or equivalent required; graduate degree preferred.
Proven leadership experience managing high-volume customer experience or contact center operations.
Experience managing cross-functional projects and working with matrixed teams.
Healthcare or biotech experience strongly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

Strong data analysis skills; Excel analysis and modeling proficiency required.
Track record of executing complex projects and meeting aggressive deadlines.
Direct, concise written and verbal communication skills.
Decisive and adaptable; capable of executing hands-on work while driving broader operational strategy.
Experience reporting and presenting metrics to senior leadership.
Expertise in de-escalating customer issues and executing root cause analysis.
Ability to maintain professionalism and create clarity during complex escalations.
Deep knowledge of contact center operations, SLA management, and customer service principles.

The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Remote USA

$87,600—$109,500 USD

OUR OPPORTUNITY

Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

WHAT WE OFFER

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page

About the role

PRIMARY RESPONSIBILITIES:

Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs.
Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics.
Direct and develop Customer Experience Supervisors to hit operational targets and support business objectives.
Partner with department heads across patient and provider touchpoints to improve experience and eliminate process gaps.
Drive cross-functional initiatives from scoping through execution, optimizing team workflows.
Own complex escalations, delivering fast resolutions and implementing structural fixes to prevent recurrence.
Maintain high customer satisfaction and Net Promoter Score (NPS).
Build and maintain a high-performing, accountable environment for the Customer Experience team.
Comply with HIPAA policies and Natera procedures regarding PHI access and protection.
Maintain current status on all Natera training requirements.

QUALIFICATIONS:

Bachelor’s degree or equivalent required; graduate degree preferred.
Proven leadership experience managing high-volume customer experience or contact center operations.
Experience managing cross-functional projects and working with matrixed teams.
Healthcare or biotech experience strongly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES:

Strong data analysis skills; Excel analysis and modeling proficiency required.
Track record of executing complex projects and meeting aggressive deadlines.
Direct, concise written and verbal communication skills.
Decisive and adaptable; capable of executing hands-on work while driving broader operational strategy.
Experience reporting and presenting metrics to senior leadership.
Expertise in de-escalating customer issues and executing root cause analysis.
Ability to maintain professionalism and create clarity during complex escalations.
Deep knowledge of contact center operations, SLA management, and customer service principles.

Remote USA

$87,600—$109,500 USD

OUR OPPORTUNITY

WHAT WE OFFER

For more information, visit www.natera.com.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page

Mgr, Customer Care

Summary

About the role

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Mgr, Customer Care

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