Manager, Customer Experience, Hub & EHR

Overview

Join Tempus, a leader in precision medicine, where recent technological advances empower AI to transform clinical care. Our proprietary platform integrates real‑world evidence, delivering real‑time, actionable insights that help physicians choose the right treatment for the right patient at the right time. With genomics reshaping healthcare, Tempus is at the forefront of using this data to reshape clinical settings, connecting the entire ecosystem to redefine how genomic data is used in patient care.

• Develop long‑term strategies across the end‑to‑end customer journey, managing a multi‑quarter roadmap of initiatives to enhance customer experience.
• Formulate product requirements, build robust GTM launch plans, and spearhead post‑launch growth initiatives and customer workflow improvements.
• Lead executive reporting and stakeholder communication, preparing status updates for executive forums and facilitating escalation of critical risks to executive sponsors.

• Serve as the primary stakeholder for creating VoC channels, gathering clinical insights and market intelligence, and synthesizing outputs to identify critical themes and improvement areas.
• Lead customer interviews and conduct qualitative analysis to deepen understanding of VoC data, determining operational actions required to address customer needs. (Data infrastructure and quantitative signal identification are managed by a separate team and are out of scope).

• Identify opportunities to enhance customer experience across primary digital platforms.
• Oversee portfolio ordering experience and order management, integrating automated customer communications, order status updates, and test prioritization engines.
• Identify and execute opportunities to improve customer experience, ensuring presentation uniformity across digital modalities while developing best‑practice alerts and actions.

• Healthcare domain expertise in molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology.
• Proficiency in customer discovery, including interviews, focus groups, and advisory boards, translating qualitative feedback into actionable insights for product roadmap and service improvements.
• Strategic relationship management, cultivating cross‑functional relationships across product, engineering, sales, reimbursement, marketing, and lab operations.
• Strong leadership and management skills, prioritizing and aligning corporate goals with customer objectives.
• Project and deadline mastery, working independently while managing multiple complex tasks under tight deadlines.
• Executive communication, presenting to and engaging with C‑level stakeholders.
• Technical proficiency with Microsoft Office/Google products, looker, SQL, and advanced data analysis; proficiency with GenAI tools such as Gemini or Claude is a plus.

• Education:
  
  Bachelor’s degree in a Science or Business discipline; an advanced degree (MBA, MS, PhD, or Healthcare certification) is a plus.
• Experience:
  
  5+ years of client‑facing or business operations experience in customer experience strategy, management consulting, project management, alliance management, or a closely related role within the healthcare/biotech sector.

Salary range: 105, (Illinois). For other locations, including California, Colorado, and New York, the range may vary. Benefits may include incentive compensation, restricted stock units, medical and other benefits depending on the position.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.