CX Strategy & Operations Manager — Molecular Diagnostics

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

Benefits offered by this job

Incentive compensation

Restricted stock units

Job summary

Tempus AI, Inc. is seeking a Manager of Customer Experience Strategy & Operations to own the end-to-end experience of ordering and using Tempus tests for providers, practice staff and patients.

You will set strategy, run day-to-day operations, and drive improvements through partner teams across the business. You will lead journey mapping, define requirements, and collaborate with Product, Engineering, Lab Operations, Billing, and Customer Support to optimize workflows and reporting, while

Qualifications

• 5+ years in client-facing or business operations roles in healthcare/biotech.
• Experience in customer experience product management or related fields.
• Strong ability to translate feedback into actionable insights.

Responsibilities

• Own journey maps and backlogs for each customer type and map to roadmaps.
• Formulate clear product requirements and GTM launch plans; drive post-launch initiatives.
• Lead executive reporting and stakeholder communication; manage risks with executive sponsors.
• Create channels for customer feedback; synthesize insights from VoC data.
• Conduct customer interviews and qualitative analysis to inform actions.

Skills

Healthcare expertise

Molecular diagnostics

Genomics

Oncology

Customer experience

Stakeholder communication

Education

Bachelor's degree

Advanced degree (MBA/MS/PhD)

Tools

Looker

SQL

Excel

PowerPoint

Google Sheets

Job description

Tempus AI, Inc. is seeking a Manager of Customer Experience Strategy & Operations to own the end-to-end experience of ordering and using Tempus tests for providers, practice staff and patients.

You will set strategy, run day-to-day operations, and drive improvements through partner teams across the business. You will lead journey mapping, define requirements, and collaborate with Product, Engineering, Lab Operations, Billing, and Customer Support to optimize workflows and reporting, while