Healthcare CX & Operations Manager — End-to-End Experience

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

Job summary

Tempus in Chicago is seeking 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 for providers, practice staff and patients.

You will set the strategy, run the day-to-day operations, and drive improvements through partner teams across Product, Engineering, Lab Operations, Billing, and Customer Support, with executive

Qualifications

• Proven expertise in healthcare, with a focus on molecular diagnostics/genomics/biotech/pharma/oncology.
• Experience with EHR-integrated or digital ordering is a plus.
• Proficient in facilitating customer discovery via interviews, focus groups, advisory boards.
• Able to translate qualitative feedback into actionable insights for product roadmap and service improvements.
• Demonstrated ability to drive cross-functional collaboration across Product, Engineering, Lab Ops, Billing, Support, Digital/Portal, Sales, Marketing and Legal.

Responsibilities

• Own the journey map and backlog for each customer type, translating into roadmaps and GTM plans.
• Lead executive reporting and stakeholder communication with rapid escalation of risks.
• Oversee end-to-end workflow optimization across primary digital platforms and test orders.

Skills

Healthcare domain

Customer discovery

Cross-functional leadership

Leadership

Excel

SQL

GenAI tools

Looker

Digital ordering

Education

Bachelor's degree in Science or Business

MBA/MS/PhD (plus)

Tools

Looker

SQL

Job description

Tempus in Chicago is seeking 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 for providers, practice staff and patients.

You will set the strategy, run the day-to-day operations, and drive improvements through partner teams across Product, Engineering, Lab Operations, Billing, and Customer Support, with executive