Manager, Oncology Provider Experience

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 , delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization. ● Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship. ● Quantify the impact of high-touch intervention on long-term provider retention and test utilization. Requirements: ● A bachelor's degree required ; MBA or advanced degree in Healthcare/Bio-Tech preferred. ● 7+ years of experience , with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations. ● Technical mastery of CRM and Data tools ; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks. ● Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential. ● proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment. ● Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT. ● Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution. OUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s 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, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll 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 www.natera.com . 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. Link: https://www.natera.com/notice-of-data-collection-california-residents/ Please be advised that Natera will reach out to candidates with a @ natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page