Exact Sciences
Customer Onboarding Experience Product Manager
Exact Sciences, Redwood City, California, United States, 94061
Help us change lives
At Exact Sciences, we’re helping change 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 Exact Science’s Customer Experience (CX) team is responsible for defining, driving, and delivering customer-centric experiences for customers across digital and physical channels. Within CX, customers are grouped into segments (e.g., Patient, Provider, Payor) and further categorized into a set of value stream customer experiences (e.g., Onboarding, Ordering, Post order & Results). Each experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill as part of our commercial organization.Join our team as a Customer Onboarding Experience Product Manager focused on the onboarding experience of Health Systems, Health Insurers, Physicians and their staff. This role presents a unique opportunity to shape critical aspects of our customers onboarding experience with a focus on the experience customers have when integrating with Exact Sciences via EMR and HL7 technologies.As a Customer Onboarding Experience Product Manager, you will be responsible for discovering and developing opportunities to improve the onboarding experience for our customers. This role navigates seamlessly between cross-functional teams across sales, marketing, customer service, design, and IT, ensuring commercial and user needs are met through continuous analysis, iteration, solutioning, and delivery.Essential Duties
Include, but are not limited to, the following:Act as the commercial business lead for the Customer Onboarding Experience collaborating closely with Sales, Marketing and Strategic Account Managers to ensure customers have a seamless onboarding experience, focusing on effortless EMR integrations.Act as the “voice of the customer” for cross-functional stakeholders.Collaborate with cross-functional teams to develop Objectives & Key Results (OKRs) and measurement frameworks.Track KPIs based on Experience OKRs to derive actionable insights.Facilitate the creation of Service Design deliverables, defining integrated and cross-functional journeys.Lead journey-level experience and technical discovery including workshops and prototyping, in collaboration with business partners, experience design, research and delivery teams.Work with Group Experience Lead to adjust scope and roadmap based on prioritization.Define Epics and create User Stories with acceptance criteria, ensuring alignment with Experience strategy and OKRs.Prioritize backlog in line with Experience strategy and OKRs as well as inter-dependencies between workstreams, balancing new development, non-functional requirements, and technical work.Actively participate in all Scrum ceremonies including internal and external demos to stakeholders.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.Minimum Qualifications
Bachelor’s degree in Life Sciences, Engineering, Marketing, Business, Finance, or related field of study; or High School Degree/General Education Diploma and 5 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.5+ years of experience working alongside a team in healthcare or sales with a customer experience focus in a clinical setting.Strong problem-solving, organizational, and analytical skills with the ability to evolve experience strategy based on research, data, and industry trends.Business analysis skills; including, but not limited to, process and user flow definition and business KPIs.Ability to translate complex requirements into clear epics, features, stories, and acceptance criteria.Ability to engage with sales reps, regional managers, marketing specialists, strategic account managers as well as engineers, designers, researchers, and SMEs in a constructive and collaborative relationship where you can both learn and influence.Strong written and verbal communication skills.Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.Authorization to work in the United States without sponsorship.Demonstrated ability to perform the essential duties of the position with or without accommodation.Preferred Qualifications
Experience in healthcare, wellness, or digital health with a clinical background having worked as a nurse, delegate, doctor, or health care provider is highly preferred.Experience working within a healthcare setting.Strong analytical skills for financial modeling or data analysis; ability to build and analyze P&Ls to support business cases.Operational Experience in managing processes, profit and loss or sales experience in a provider-facing role will be highly valued.Familiarity with EMR/Epic systems is a key advantage for this position.Experience working as a Product Manager.Some experience with A/B testing, user testing, user interviews, and conversions funnels.Demonstrated ability to lead cross-functional teams to deliver products/services.Demonstrated ability to lead/support the development of product vision, strategic roadmaps, and go-to-market strategy for services and products as part of a broader end-to-end user experience.Strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority.Knowledge of digital analytics tools (Piwik, Tableau, Adobe Analytics), design tools (Figma, Sketch) as well as collaboration and project management tools such as Miro, Jira and Confluence.Salary Range:
$109,000.00 - $174,000.00
The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.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, email hr@exactsciences.com. We’ll work with you to meet your accessibility needs.Not ready to apply? Join our talent community and stay up to date on what’s new at Exact Sciences.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.
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At Exact Sciences, we’re helping change 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 Exact Science’s Customer Experience (CX) team is responsible for defining, driving, and delivering customer-centric experiences for customers across digital and physical channels. Within CX, customers are grouped into segments (e.g., Patient, Provider, Payor) and further categorized into a set of value stream customer experiences (e.g., Onboarding, Ordering, Post order & Results). Each experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill as part of our commercial organization.Join our team as a Customer Onboarding Experience Product Manager focused on the onboarding experience of Health Systems, Health Insurers, Physicians and their staff. This role presents a unique opportunity to shape critical aspects of our customers onboarding experience with a focus on the experience customers have when integrating with Exact Sciences via EMR and HL7 technologies.As a Customer Onboarding Experience Product Manager, you will be responsible for discovering and developing opportunities to improve the onboarding experience for our customers. This role navigates seamlessly between cross-functional teams across sales, marketing, customer service, design, and IT, ensuring commercial and user needs are met through continuous analysis, iteration, solutioning, and delivery.Essential Duties
Include, but are not limited to, the following:Act as the commercial business lead for the Customer Onboarding Experience collaborating closely with Sales, Marketing and Strategic Account Managers to ensure customers have a seamless onboarding experience, focusing on effortless EMR integrations.Act as the “voice of the customer” for cross-functional stakeholders.Collaborate with cross-functional teams to develop Objectives & Key Results (OKRs) and measurement frameworks.Track KPIs based on Experience OKRs to derive actionable insights.Facilitate the creation of Service Design deliverables, defining integrated and cross-functional journeys.Lead journey-level experience and technical discovery including workshops and prototyping, in collaboration with business partners, experience design, research and delivery teams.Work with Group Experience Lead to adjust scope and roadmap based on prioritization.Define Epics and create User Stories with acceptance criteria, ensuring alignment with Experience strategy and OKRs.Prioritize backlog in line with Experience strategy and OKRs as well as inter-dependencies between workstreams, balancing new development, non-functional requirements, and technical work.Actively participate in all Scrum ceremonies including internal and external demos to stakeholders.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.Minimum Qualifications
Bachelor’s degree in Life Sciences, Engineering, Marketing, Business, Finance, or related field of study; or High School Degree/General Education Diploma and 5 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s degree.5+ years of experience working alongside a team in healthcare or sales with a customer experience focus in a clinical setting.Strong problem-solving, organizational, and analytical skills with the ability to evolve experience strategy based on research, data, and industry trends.Business analysis skills; including, but not limited to, process and user flow definition and business KPIs.Ability to translate complex requirements into clear epics, features, stories, and acceptance criteria.Ability to engage with sales reps, regional managers, marketing specialists, strategic account managers as well as engineers, designers, researchers, and SMEs in a constructive and collaborative relationship where you can both learn and influence.Strong written and verbal communication skills.Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.Authorization to work in the United States without sponsorship.Demonstrated ability to perform the essential duties of the position with or without accommodation.Preferred Qualifications
Experience in healthcare, wellness, or digital health with a clinical background having worked as a nurse, delegate, doctor, or health care provider is highly preferred.Experience working within a healthcare setting.Strong analytical skills for financial modeling or data analysis; ability to build and analyze P&Ls to support business cases.Operational Experience in managing processes, profit and loss or sales experience in a provider-facing role will be highly valued.Familiarity with EMR/Epic systems is a key advantage for this position.Experience working as a Product Manager.Some experience with A/B testing, user testing, user interviews, and conversions funnels.Demonstrated ability to lead cross-functional teams to deliver products/services.Demonstrated ability to lead/support the development of product vision, strategic roadmaps, and go-to-market strategy for services and products as part of a broader end-to-end user experience.Strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority.Knowledge of digital analytics tools (Piwik, Tableau, Adobe Analytics), design tools (Figma, Sketch) as well as collaboration and project management tools such as Miro, Jira and Confluence.Salary Range:
$109,000.00 - $174,000.00
The annual base salary shown is for this position located in US - WI - Madison on a full-time basis and may differ by hiring location. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.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, email hr@exactsciences.com. We’ll work with you to meet your accessibility needs.Not ready to apply? Join our talent community and stay up to date on what’s new at Exact Sciences.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.
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