Lead Customer Care Operations Manager

Exact Sciences • Madison, WI

1d • $84,000 - $150,000 • Hybrid

About The Position

The Lead Customer Care Operations Manager is responsible for driving operational, strategic, and administrative processes associated with the Customer Care department. This position will be the key intake and lead to ensure resources, processes, and workflow impacts are appropriately accounted for and assessed before the roll out of any new program, initiative, or system release within Customer Care. A primary responsibility of this position is to prioritize and effectively lead activities that focus on the successful achievement of Customer Care (CC) strategic objectives, especially those that require close partnership with external functions – from inception and planning, to measuring and reporting progress, to achieving comprehensive outcomes. This role focuses on leading cross-functional initiatives by combining strong project management expertise with strategic oversight of technical and operational roadmaps within Customer Care. It involves setting priorities, aligning work to business goals, connecting inter-dependencies, and ensuring efficient execution across teams. The position is responsible for evaluating and maximizing return on investment, tracking business value delivery, and making data-driven decisions with business. Additionally, it requires effective stakeholder management—communicating clearly, managing expectations, and ensuring alignment between leadership, technical teams, and business partners to drive successful outcomes.

Requirements

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• 8 years of experience in Customer Service or experience relevant to the essential duties.
• 3 years of project/program management experience in healthcare or a clinical reference laboratory.
• Excellent computer skills to include internet navigation and email usage.
• Excellent proficiency in Microsoft Office programs and customer service systems
• Superb follow-through skills and relationship management required.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time.

Nice To Haves

• Bachelor’s Degree in Business Administration or Science.
• 6+ years of experience in increasing responsibility of scope and leadership including organizational effectiveness, project management or related field.
• 5+ years of managing and leading large projects or teams.
• Advanced problem-solving, organizational, and analytical skills with the ability to evolve operational models.
• White and/or Yellow Belt Lean Certification.
• Familiarity and experience in Lean methodology.
• Hybrid remote/onsite work preferred for onsite engagement as dictated by program needs.

Responsibilities

• Lead intake and assessment for new initiatives impacting Customer Care, ensuring resources, processes, and workflow impacts are aligned before rollout of any new program, initiative, or system release.
• Coordinate program/project scope definition, resource management, and timelines to deliver high quality programs/projects that provide exceptional business value.
• Act as project lead and take accountability for the project's success and goals.
• Drive discussion topics at team forums and identify key decisions needed across various Customer Care stakeholders.
• Support how decisions align to key priorities, including changes and new opportunities and how these impact the department.
• Represent Customer Care in cross-functional forums and external engagements, connecting initiatives to top level business Objectives & Key Results (OKR).
• Support Customer Care through change management including the delivery of key, cohesive messaging, vision affirmation and leader engagement at large-scale forums.
• Assist with significant, department-wide initiatives that impact fundamental operational strategy of Customer Care, including but not limited to new product launches, system cutovers, vendor relationship management, and enhanced ways of working.
• Organize continual feedback loop and drive action items to foster a unified team culture.
• Prepare and deliver final materials for key leadership forums, ensuring clarity and strategic alignment.
• 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.
• Demonstrate advanced communication and collaboration skills to build strong relationships and effectively engage with internal teams and external stakeholders.
• Demonstrate strong analytical skills and effectively prioritize multiple competing projects in a fast- paced, time sensitive environment.
• Conflict resolution oriented and highly effective at overcoming obstacles.
• Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.
• Excellent team player with the ability to incorporate manager and customer insight into best practices.
• 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 work designated schedule.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 85% of a typical working day.
• Ability to work on a computer and phone simultaneously.
• Ability to use a telephone through a headset.
• Ability and means to travel 25%

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 1,001-5,000 employees