Customer Experience Strategy & Operations Lead (Healthcare)

Tempus AI; Chicago (IL); On-site; USD 105,000 - 135,000; Full time

Benefits offered by this job

Incentive compensation

Restricted stock units

Medical and other benefits

Job summary

Tempus AI in Chicago seeks a Manager of Customer Experience Strategy & Operations to 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.

You will set the strategy, run day-to-day operations, and drive improvements through partner teams across Product, Engineering, Lab Operations, Billing and Customer Support. A healthcare background and strong leadership are required.

Qualifications

• 5+ years in client-facing or business operations within healthcare/biotech.
• Experience in CX or product management in healthcare is preferred.
• Able to translate qualitative feedback into actionable insights.
• Strong cross-functional collaboration with Product, Engineering, Lab Ops, Billing, Support and Legal.
• Excellent communication and executive presentation skills.
• Bachelor’s degree; MBA/MS/PhD a plus.

Responsibilities

• Own journey map and backlog for each customer type and translate into roadmaps.
• Formulate product requirements, GTM launches, and post-launch growth plans.
• Lead executive reporting and prepare status updates for executives.
• Create channels for customer feedback and synthesize insights for action.
• Partner with Analytics to diagnose issues using order and customer data.
• Improve end-to-end workflow across digital platforms and order management.
• Coordinate with Lab Ops, Billing and Support to optimize sample handling and billing touchpoints.
• Enhance report usability and standardize alerts and actions.

Skills

Customer Experience

Strategy

Operations

Healthcare

Genomics

Data Analytics

Education

Bachelors in Science or Business

MBA/MS/PhD a plus

Tools

Looker

SQL

Excel/Sheets

PowerPoint/Slides

GenAI tools

Job description

Tempus AI in Chicago seeks a Manager of Customer Experience Strategy & Operations to 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.

You will set the strategy, run day-to-day operations, and drive improvements through partner teams across Product, Engineering, Lab Operations, Billing and Customer Support. A healthcare background and strong leadership are required.