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 Customer Care Process Improvement Analyst is an active thought partner who contributes to shaping workflows, processes, procedures and technology demands among the Exact Sciences Laboratories business community. The Customer Care Process Improvement Analyst acts as an intermediary between Customer Care teams to collect, clarify, and translate business requirements into documentation and conceptual design (using appropriate tools and models) from which applications and solutions are developed. The Customer Care Process Improvement Analyst will be focused on various projects that require independent judgement on process, approach, and methodology in providing deliverables that inform department decisions and strategy. The Customer Care Process Improvement Analyst performs a wide range of quantitative and qualitative analyses to help inform department decisions and strategy. This position will work very closely within various functions to Customer Care to assist with development and analysis of key operational workflows and measures. The Customer Care Process Improvement Analyst performs the functions of their position at the direction of the Associate Director, Customer Care Product Manager. This position provides support to the Exact Sciences Laboratories Customer Care team. In this position, the Customer Care Process Improvement Analyst supports the mission and vision of Exact Sciences Laboratories and along with the Customer Care Supervisors and Managers shares the responsibility of ensuring Customer Care operates effectively. This position will follow all laboratory and Customer Care policies and procedures and maintain accurate data reporting practices as needed to ensure consistent and diligent execution of inbound and outbound call handling. This position will work out of the 1 EL location in Madison, WI with the opportunity to work under a remote hybrid approach.