Manager, Oncology Provider Experience

Natera

About The Position

We are looking for a proven operational leader to design, build, and lead our new 'White Glove' Provider Program from the ground up. This high-performing individual will be the architect of a new service delivery model, responsible for designing the automations, communication frameworks, and reporting suites that ensure a frictionless experience for our new oncology providers. As the program manager, you will lead a team of 4 customer success managers, empowering them with the tools and data they need to provide a custom, high-touch experience for every new customer. This is a critical role for Natera as we scale our oncology business. You will be responsible for transforming manual, high-touch workflows into a scalable, data-driven engine that reduces operational complexity, drives provider adoption, and ensures our newest customers receive an intelligent, seamless introduction to our clinical platform.

Requirements

A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred.
7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations.
Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks.
Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential.
proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment.
Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT.
Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution.

Responsibilities

Architect and implement the "White Glove" infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey.
Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management.
Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores.
Define the "Success Framework" for new provider onboarding, establishing clear benchmarks for what constitutes a "frictionless" transition to Natera.
Lead the integration of CRM automations and communication platforms to ensure the team can scale their "white glove" touch without a proportional increase in manual labor.
Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations.
Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization.
Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship.
Quantify the impact of high-touch intervention on long-term provider retention and test utilization.