Customer Experience Manager
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Job Description
Customer Experience Manager leading clinical liaison teams for CareDx’s transplant testing and digital healthcare solutions. Driving clinical education, customer adoption, workflow improvement, and patient support across US accounts.
Responsibilities:
- Lead, coach, and develop a high-performing Clinical Liaison team supporting Cellular Therapy and Transplantation centers
- Engage directly with priority CTT centers to build trusted relationships, provide clinical education, support testing workflows, and drive adoption and utilization of CareDx solutions
- Provide regular field coaching using the PACE coaching model
- Oversee customer onboarding, education, testing workflows, account support, and resolution of complex customer needs
- Establish consistent Clinical Liaison practices and coach the team on account planning, customer engagement, clinical education, territory prioritization, and use of CareDx tools and resources
- Analyze ordering trends, account activity, customer engagement, and team performance to identify adoption, education, workflow, and field-support opportunities
- Establish and monitor team goals and key performance indicators, develop action plans, and prioritize opportunities
- Partner with Sales, Laboratory Operations, Reimbursement, Medical Affairs, Customer Experience, and other teams to resolve customer needs and ensure efficient testing processes
- Lead hiring, onboarding, training, performance management, and development of Clinical Liaisons
- Drive process improvements while maintaining compliance with CareDx policies, SOPs, and applicable regulatory requirements
Requirements:
- Bachelor’s degree required, or an equivalent combination of education and relevant professional experience
- Registered Nurse (RN) required
- 7+ years of experience in Bone Marrow/Hematopoietic Cell Transplantation (BMT/HCT), Cellular Therapy and Transplantation (CTT), hematology/oncology, clinical diagnostics, or a related healthcare setting required
- 3+ years of people management, team leadership, or significant clinical/field leadership experience preferred
- Advanced clinical or healthcare education preferred
- Specialty certification preferred, such as BMTCN®, TCTCNTM, or OCN®
- Experience leading and developing customer-facing or field-based clinical teams preferred
- Strong analytical experience interpreting ordering trends, account activity, operational metrics, and performance data
- Proficiency with Excel, Salesforce, and/or other reporting and business intelligence tools
- Ability to travel 25–30% to support Clinical Liaisons and key CTT accounts
- Strong leadership, coaching, team-development, communication, interpersonal, relationship-building, critical-thinking, problem-solving, collaboration, organization, analytical, detail-orientation, initiative, accountability, adaptability, integrity, and ethical standards
Benefits:
- Competitive base salary and incentive compensation
- Health and welfare benefits, including a gym reimbursement program
- 401(k) savings plan match
- Employee Stock Purchase Plan
- Pre-tax commuter benefits
- Up to 30 days of paid leave annually for a full-time employee who donates an organ or bone marrow
- Additional discretionary bonuses/incentives and restricted stock units may be available
- Equal Opportunity Employer and E-Verify participation
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