Manager, Customer Experience Strategy & Operations

Tempus AI•Chicago, IL

5d•$105,000 - $135,000•Onsite

About The Position

Tempus is seeking a Manager of Customer Experience Strategy & Operations to join their team. This role will be responsible for the end-to-end experience of ordering and using Tempus tests, encompassing order entry, sample logistics, status visibility, results, and billing touchpoints, for providers, practice staff, and patients. The individual will define the strategy, manage daily operations, and drive improvements through collaboration with various internal teams. The company focuses on precision medicine and leveraging AI to provide actionable insights to physicians for optimal patient treatment. The role involves owning the customer journey map and identifying pain points for different customer types, translating these into a strategic roadmap. Key responsibilities include formulating product requirements, developing go-to-market launch plans, and leading post-launch initiatives for workflow improvements. The Manager will also be responsible for executive reporting and stakeholder communication, ensuring clear status updates and facilitating the resolution of critical risks. Furthermore, the position requires establishing channels for customer feedback, aggregating clinical insights and market intelligence, and synthesizing this data to identify areas for improvement. This includes conducting customer interviews and qualitative analysis to understand voice of customer (VoC) data, as well as performing hands-on data analysis to diagnose issues and quantify opportunities. Collaboration with the Analytics team for data infrastructure is essential. Optimization of the end-to-end customer experience across digital platforms is a key aspect of the role. This includes overseeing test order management, integrating automated customer communications, order status updates, and test prioritization. Improvements in sample collection, shipping, billing, and customer support interactions will be driven through partnerships with Lab Operations, Billing, and Customer Support. Additionally, the role involves enhancing report usability and the results experience, ensuring consistency across digital modalities and developing best-practice alerts and actions.

Requirements

Proven expertise in healthcare, with a specific focus or emphasis on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology, with an understanding of both the provider and patient journeys.
Proficient in facilitating customer discovery, including conducting customer interviews, focus groups, and advisory boards.
Demonstrated aptitude for translating qualitative feedback into clear, actionable insights that directly inform product roadmap, design refinements, and service improvements.
Proven ability to drive change through functions you don't control.
Cultivate and manage cross-functional relationships across Product, Engineering, Lab Operations, Customer Support, Billing and Reimbursement, Digital/Portal, Sales, Market Access, Marketing and Legal to achieve critical customer goals.
Strong leadership and management skills, with a track record of successfully prioritizing and aligning corporate goals with customer objectives.
Adept at working independently while managing project timelines, critical deliverables, and multiple complex tasks under tight deadlines.
Exceptional written, oral, and presentation skills, with high comfort presenting to and engaging with corporate leadership and executive-level stakeholders (CEO, COO, CFO).
Proficient with Microsoft Office / or Google Workspace - particularly Excel/Sheets and PowerPoint/Slides.
Comfortable working directly with data to answer your own questions.
Bachelor’s degree in a Science or Business discipline.
5+ years of client-facing or business operations, customer experience product management, management consulting, product management, or a closely related role within the healthcare/biotech sector.

Nice To Haves

Experience with EHR-integrated or digital ordering, or with consumer-grade experience design, is a plus.
Looker or SQL experience is a plus.
Demonstrated aptitude for leveraging GenAI tools (e.g., Gemini, Claude) to streamline productivity, optimize daily workflows, and accelerate decision-making through AI-assisted research and analysis.
An Advanced degree (MBA, MS, PhD, or Healthcare certification) is a plus.

Responsibilities

Own the journey map and prioritized pain-point backlog for each customer type (ordering providers, practice staff, patients), translating them into a short-, medium- and long-term roadmap of initiatives.
Formulate clear product requirements, build robust go-to-market (GTM) launch plans, and spearhead post-launch growth initiatives and customer workflow improvements.
Lead executive reporting and stakeholder communication, including preparing clear status updates for executive forums and facilitating the rapid escalation & resolution of critical risks to Executive Sponsors.
Serve as the primary stakeholder for creating channels for customer feedback, aggregating clinical insights and market intelligence, and synthesizing outputs to identify critical themes and areas for improvement.
Lead customer interviews and conduct qualitative analysis to deepen understanding of VoC data, directly determining the operational actions required to address customer needs.
Complement qualitative work with hands-on, targeted analysis, pulling and interrogating order, case and customer data to diagnose specific issues and size opportunities.
Identify opportunities to enhance the end-to-end customer experience across primary digital platforms.
Oversee how our portfolio of test orders is managed across all products, integrating automated customer communications, order status updates, and test prioritization engines.
Identify and drive improvements across sample collection and shipping, billing touchpoints and customer support interactions, partnering with Lab Operations, Billing and Customer Support.
Identify and execute opportunities to improve report usability and the results experience, ensuring presentation uniformity across digital modalities while developing best-practice alerts and actions.