Manager Customer Experience, Post-Test Support & Billing

Requisition Number: MANAG
002586

• Posted :
  October 28, 2026
• Full-Time
• Remote

Showing 1 location

Remote
United States

JOB SUMMARY

The Manager, Customer Experience, Post-Test Support & Billing owns the strategy, roadmap and improvement portfolio for the patient and provider journey after result finalization. This role prioritizes improvements using customer, operational and business outcomes and serves as the business owner for customer experience requirements related to report delivery and access, non-clinical post-test support and next-step guidance, billing communications, financial assistance, payment experience, issue resolution and related handoffs.

The Manager partners with the patient and provider Journey Directors and works across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities, investments and implementation. This is an individual contributor leadership role with no direct reports, so the ability to influence senior leaders and drive outcomes across functions is essential.

VALUE STREAM SCOPE

This role owns the customer experience improvement portfolio for report delivery and access, non-clinical post-test education and support, non-clinical next-step guidance, billing communications, financial assistance, payment experience and issue resolution. The value stream begins when a result is finalized and ready for delivery and ends when the patient’s or provider’s post-test access, support and financial needs have been addressed.

KEY RESPONSIBILITIES

• Own the Post-Test Support & Billing value-stream strategy, roadmap and improvement portfolio, beginning when a result is finalized and ready for delivery and ending when the patient’s or provider’s post-test access, support and financial needs have been addressed.
• Partner with the patient and provider Journey Directors to align the value-stream roadmap with end-to-end journey strategies, priorities and intended outcomes.
• Prioritize initiatives across report delivery and access, non-clinical post-test education and support, non-clinical next-step guidance, billing communications, financial assistance, payment experience and issue resolution based on customer need, operational performance, business outcomes, risk, dependencies and available capacity.
• Serve as the business owner for customer experience requirements and improvements; gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria with Technology, digital product and functional partners.
• Drive cross-functional alignment on value-stream priorities, investments, sequencing, decisions, ownership and handoffs across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing.
• Partner with the CX Research & Measurement Lead to establish value-stream success measures, use customer research, Voice of Customer feedback and operational data to identify opportunities, and monitor progress toward strategic outcomes.
• Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation; manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness.
• Represent the Post-Test Support & Billing value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders.
• Monitor initiative performance and customer outcomes, identify issues early and adjust or escalat the roadmap when delivery, experience or business goals are at risk.
• Work within clinical, legal, compliance, privacy and operational…