Project Manager - Customer Experience

Austin, TX, United States

**Project Manager - Customer Experience**

at Natera Austin, TX

***Successful applicants for this position must be fully vaccinated against COVID-19 as a condition of employment. Vaccine verification will be required.***

**POSITION SUMMARY:** The **Customer Experience Project Manager** drives various project management activities including, but not limited to, data gathering, analysis, and associated decision making to support significant process improvement and project execution for all Emerging business product lines. **PRIMARY RESPONSIBILITIES:**

* Analyzes and suggests improvements to business processes to improve the overall workflow efficiency and effectiveness, with a focus on delivering results.

* Evaluates potential corrective actions, both independently and collaboratively, based upon investigations. Aids in implementation across areas.

* Performs non-conformance investigation, root cause analysis, and corrective/preventative action efforts throughout the value stream.

* Manages the life of each sample submitting deviations and gradiences as needed.

* Establishes escalation pathway for delayed or problematic samples in concert with internal stakeholders.

* Confers with management to resolve problems, roadblocks, and barriers to progress.

* Implements improvements through remediation initiatives across various functions.

* Gathers and analyzes product and service-based performance metrics.

* Collects information from cross functional areas to provide regular project status updates to key stakeholders.

* Works directly with project resources to ensure tasks are being completed on time.

* Maintains various project materials such as change requests, action item logs, risk logs, etc.

* Monitors project status, reports any problems, and escalates when necessary.

* Prepares reports of project progress and KPI for management.

* Effectively communicates project expectations to team members and stakeholders in a timely and clear fashion.

* Performs other duties as assigned.

* This role works with PHI on a regular basis both in paper and electronic form and has an access to various technologies to access PHI (paper and electronic) in order to perform the job.

* Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.

* Must maintain a current status on Natera training requirements.

* Employee must pass post offer criminal background check.

**QUALIFICATIONS**

* Four-year college preferred.

* Two-year degree and/or 3 years minimum customer service experience and 1-year experience in level 2 or above escalated support

**KNOWLEDGE, SKILLS, AND ABILITIES**

* Excellence in de-escalating customer behavior

* Problem analysis and problem-solving skills

* Adaptability to change and self-starter

* Knowledge of customer service principles and practices

* Experience in both phone and written customer support

* Knowledge of administrative procedures and protocols

* Knowledge of numeric, oral, and written language applications

* Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar

* Excellence in attention to detail and organization skills

* Adaptability to change and self-starter

* Ability to maintain professionalism during highly escalated situations

***Preferred Skills and Experience***

* Experience with Desk.com, LIMS, efax, secure email, and Great Plains OM

* Problem analysis and problem solving

* Data collection and maintenance

* Bi-lingual a plus

**PHYSICAL DEMANDS & WORK ENVIRONMENT**

* This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.

* Duties may require working outside normal working hours (evenings and weekends) at times.

* This is a full-time position that may require some travel

#LI-Remote

**PHYSICAL DEMANDS & WORK ENVIRONMENT**

Duties are typically performed in an office setting. This position requires the ability to use a computer keyboard, communicate over the telephone and read printed material.

**OUR OPPORTUNITY**

Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, womens health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, youll work hard and grow quickly. Working alongside the elite of the industry, youll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

**WHAT WE OFFER**

Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit .

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

*If you are based in California, we encourage you to read this important information for California residents.*

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**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nateras Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

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