Manager, Customer Experience

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. We’re looking for a Manager, Customer Experience to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next change maker in cancer care?

The Global Evidence Enablement team empowers Flatiron’s clients and internal teams with the knowledge required to confidently unlock the full value of our complex real-world evidence (RWE) solutions. Within Enablement, the Customer Experience (CX) function owns Knowledge Distribution—driving post‑signature customer engagement, frontline support operations, onboarding programs, and training delivery. As the Manager of the Customer Experience function, you will lead a team of Customer Success Specialists responsible for post‑signature enablement workflows.

You will bridge customer needs with seamless onboarding, rapid time‑to‑insight, and exceptional support. In addition, you will:

• People Management:
  Direct, coach, and develop a team of Customer Success Specialists handling post‑signature support operations, client training logistics, and offline question support.
• Playbook Ownership:
  Document, refine, and maintain operational playbooks and standard operating procedures (SOPs) for CX workflows to ensure team alignment and operational consistency.
• Process Optimization & Automation:
  Identify operational bottlenecks in CX touchpoints; partner with the Knowledge Management (KM) function to propose business requirements for platform automations (e.g., ticket routing, automated user access) and adopt updated automated workflows.

• High‑Touch Enablement:
  Oversee execution of dedicated client support activities, ensuring proper cross‑functional staffing (Research Oncologists, Research Scientists, Product) and high‑value customer interactions.
• Frontline Support:
  Manage offline question support triage system, ensuring rapid SLAs and routing complex scientific or data queries to appropriate SMEs or cross‑functional leads.
• Client Onboarding & Data Trainings:
  Lead the execution of customer data training programs and new‑user onboarding journeys.

• Feedback‑to‑Documentation Flywheel:
  Systematically capture recurring questions and support trends, feeding structured insights to support the creation of Knowledge Center articles.
• Customer Voice & Metrics:
  Oversee customer satisfaction tracking (NPS, CSAT, post‑training surveys). Analyze trends and communicate structured customer feedback to inform roadmap priorities.

You’re a kind, passionate and collaborative problem‑solver who values the opportunity to think beyond the way things are. In addition, you’re a customer‑obsessed, operationally minded leader with 4+ years transforming customer interactions into structured operational improvements and experience managing frontline teams.

• 4+ years of experience in Customer Success, Customer Experience, Client Enablement, or Support Operations in RWD/RWE, pharmaceutical or healthcare industry.
• 1–2+ years of direct people management experience, with a track record of coaching team members and driving operational excellence.
• Demonstrated ability to document operational playbooks and partner with technical teams to implement process improvements.
• Comfortable learning complex oncology data models, methodology concepts, and software tools, with a knack for translating technical nuance into clear client communications.
• Passionate about delivering exceptional customer experiences; skilled at leveraging quantitative data to identify…