Manager, Customer Experience Strategy & Operations

Tempus AI•Chicago, IL

3d•Onsite

About The Position

Passionate about precision medicine and advancing the healthcare industry? Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time. We are seeking a Manager of Customer Experience Strategy & Operations to join our team. In this role, you will own the end-to-end experience of ordering and using Tempus tests, from order entry and sample logistics through status visibility, results, billing touchpoints and support, for providers, practice staff and patients. You will set the strategy, run the day-to-day operations, and drive improvements through partner teams across the business.

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.
Experience with EHR-integrated or digital ordering, or with consumer-grade experience design, is a plus.
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; 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.
Bachelor’s degree in a Science or Business discipline; an Advanced degree (MBA, MS, PhD, or Healthcare certification) is a plus.
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.
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.
Partner with the Analytics team, which owns data infrastructure.
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.