Senior Manager, Customer Experience (Remote)

Senior Manager, Customer Experience

Freenome is a high-growth biotech company developing tests to detect cancer using a standard blood draw. To do this, Freenome uses a multiomics platform that combines tumor and non-tumor signals with machine learning to find cancer in its earliest, most-treatable stages. Cancer is relentless. This is why Freenome is building the clinical, economic, and operational evidence to drive cancer screening and save lives. Our first screening test is for colorectal cancer (CRC) and advanced adenomas, and it's just the beginning. Founded in 2014, Freenome has ~400 employees and continues to grow to match the scope of our ambitions to provide access to better screening and earlier cancer detection. At Freenome, we aim to impact patients by empowering everyone to prevent, detect, and treat their disease. This, together with our high-performing culture of respect and cross-collaboration, is what motivates us to make every day count.

Do you have what it takes to be a Freenomer? A "Freenomer" is a determined, mission-driven, results-oriented employee fueled by the opportunity to change the landscape of cancer and make a positive impact on patients' lives. Freenomers bring their diverse experience, expertise, and personal perspective to solve problems and push to achieve what's possible, one breakthrough at a time.

About this opportunity : At Freenome, we are seeking a Senior Manager, Customer Experience (Order-to-Cash) to help grow the Freenome Product team. The ideal candidate is experienced in order-to-cash processes and operations for a clinical laboratory. This person is responsible for all things related to defining and delivering Freenome's order-to-cash solutions to providers and patients. Order-to-cash includes processes and operations related to test ordering, blood collection, lab processing, test reporting, and revenue cycle management. You are passionate about building scalable and efficient processes that facilitate a seamless customer experience, and you will have a significant impact on the continued growth of an organization dedicated to changing the entire landscape of cancer. The role reports to the Director, Customer Experience. This role will be a remote role.

What you'll do : Develop the product strategy & lifecycle roadmap for Freenome's order-to-cash solutions. Conduct thorough market research to identify trends, opportunities, and challenges within the order-to-cash domain. Leverage insights to inform product strategy and to identify new product opportunities. Ideate and prioritize product features that would support clinicians and patients throughout the lifecycle of the Freenome testing process. Create product roadmaps for prioritized products and features. Define the user needs for Freenome's order-to-cash solutions. Engage closely with users, including internal and external customers, to gather feedback, understand their evolving needs, and advocate for their interests within the product development process. Build strong relationships with key stakeholders to ensure product solutions are well-received and effectively solve user pain points. Champion for order-to-cash solutions that put the customer first and create a seamless customer experience across the entire testing process. Collaborate with cross-functional teams. Work closely with technical product management, engineering, IT, billing, and commercial teams to ensure seamless product development, launch, and adoption. Facilitate communication across teams to ensure alignment on product goals, timelines, and outcomes. Develop and monitor performance metrics. Define and monitor key performance indicators (KPIs) for order-to-cash, including customer satisfaction, customer use, and operational efficiency. Collaborate with technical product management, engineering, and IT to ensure KPIs are captured and tracked. Use these metrics to guide strategic decisions and product development.

Must haves : Bachelor's degree; degree in an analytical, technical, or scientific field. At least seven years of experience in diagnostics, biopharma, or molecular life sciences industry. At least two years of experience in product management for software products. At least two years of experience in revenue cycle management. Entrepreneurial mindset and comfort with ambiguity. Excellent verbal and written communication skills. Solutions-oriented and bias-to-action.

Nice to haves : Advanced degree in an analytical, technical, or scientific field. At least two years of experience in a business strategy role (e.g., management consulting, corporate strategy). Experience in order-to-cash processes and operations for a clinical laboratory.

The US target range of our base salary for new hires is $157,675 - $242,000. You will also be eligible to receive pre-IPO equity, cash bonuses, and a full range of medical, financial, and other benefits depending on the position offered. Please note that individual total compensation for this position will be determined at the Company's sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, and education. Freenome is proud to be an equal-opportunity employer, and we value diversity. Freenome does not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.