Natera
Manager,OncologyProviderExperience
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“Manager, Oncology Provider Experience at Natera. Skills: Provider experience, Program management, Customer success. Design 'White Glove' Provider Program. Build 'White Glove' Provider Program”
What You'll Achieve.
Reduce operational complexity; Drive provider adoption; Ensure seamless introduction; Track team KPIs; Track sample throughput; Track provider health scores; Quantify ROI; Improve provider retention; Improve time-to-first-result; Improve long-term test utilization
Industry & Context.
Root cause analysis; Systemic friction identification; Systemic friction mitigation
What They're Looking For.
Must Have
7+ years of experience, 2 years leadership/management experience, Technical mastery of CRM, Experience building automations, Experience building advanced reporting, Background in Oncology or Molecular Diagnostics, Familiarity with clinical lab workflows, Familiarity with provider expectations, Proven experience creating programs from scratch, Proven experience creating templates from scratch, Proven experience creating operational processes from scratch, Operator capable of driving alignment, Ability to coordinate cross-functional projects, Ability to manage timelines, Ability to manage competing priorities, Ability to drive execution
Nice to Have
MBA or advanced degree, Project management experience
What You'll Do.
Design 'White Glove' Provider Program
Build 'White Glove' Provider Program
Lead 'White Glove' Provider Program
Design communication frameworks
Design reporting suites
Empower CSMs with tools
Empower CSMs with data
Provide custom high-touch experience
Provide high-touch experience for new customers
Transform manual workflows
Create scalable data-driven engine
Reduce operational complexity
Drive provider adoption
Ensure seamless introduction to platform
Architect infrastructure
Implement infrastructure
Create standardized email templates
Create outreach cadences
Create automated triggers
Manage team of 4 CSMs
Mentor team of 4 CSMs
Provide coaching on engagement
Provide coaching on issue resolution
Provide coaching on data-driven account management
Build reporting tools
Maintain reporting tools
Track sample throughput
Track provider health scores
Define 'Success Framework'
Establish clear benchmarks
Lead integration of CRM automations
Lead integration of communication platforms
Identify systemic friction points
Mitigate systemic friction points
Synthesize feedback from team
Collaborate with Product
Collaborate with Engineering
Collaborate with Clinical Operations
Quantify ROI of program
Deliver regular reports to leadership
Report on provider retention
Report on time-to-first-result
Report on long-term test utilization
Standardize cross-functional workflows
Ensure unified Natera voice
Quantify impact of high-touch intervention
How You'll Work.
Team & Collaboration
Cross-functional teams; Matrixed teams; Sales collaboration; Medical Affairs collaboration; IT collaboration
Process & Methodology
Project management, Timeline management, Priority management, Execution drive
Full Job Description
Manager, Oncology Provider Experience 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. 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, deliverin
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