Manager, Customer Care Analytics

Help us change lives

At Exact Sciences, we are helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

The Manager, Customer Care Analytics is a cross-functional internal consultant to the business who will work across several business units. The role is responsible for supervising and completing a wide range of quantitative and qualitative analyses to help inform company strategy and run the business more effectively.

Include but are not limited to the following:

• Support multiple business units and supporting functions in making key strategic decisions.
• Liaise cross-functionally beyond the primary internal customer group, including finance, HR, business development, sales, marketing, IT, and R&D.
• Make decisions and take action without needing the whole picture.
• Support fact‑based decision‑making and measurement of operational effectiveness and/or economics of company initiatives.
• Build and maintain analysis, models, or dashboards to support forecasting, capacity planning, economic optimization, process optimization, and performance management processes.
• Analyze company data to identify trends, issues, and opportunities for improvement.
• Evaluate the economic and/or operational impact of new products and/or strategies.
• Effectively compile and communicate findings to leadership or stakeholders verbally, visually, and in writing.
• Perform ad hoc reporting and analysis as needed.
• Demonstrate exceptional leadership qualities, including the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams toward the future.
• Manage, support, and guide the team, including delegating tasks and responsibilities, assessing performance, and providing helpful feedback and training opportunities.
• Understand which projects, tasks, and assignments best develop skills.
• Allow team members to finish and be responsible for their work.
• Find common ground and gain cooperation with minimal noise during times of conflict.
• Identify and communicate areas of development opportunities to team members.
• Have strong analytical skills, business intuition, and the ability to build consensus across functions.
• Have excellent interpersonal and communication skills; ability to operate in a matrixed cross-cultural and cross-functional environment.
• Be adaptable, open to change, and able to work in ambiguous situations and respond to new information or unexpected circumstances.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Support and comply with the company’s Quality Management System policies and procedures.
• Maintain regular and reliable attendance.
• Ability to work on a mobile device, tablet, or in front of a computer screen and perform typing for approximately 100% of a typical working day.
• Ability to travel 10% of working time away from the work location, which may include overnight or weekend travel.

• Bachelor’s degree in business administration, math, science, engineering, finance, or a related field.
• 8+ years of relevant business experience.
• 5+ years of direct business analytics experience.
• 2+ years of experience leading or directing people and/or project teams.
• Experience with data analytics software such as Tableau.
• Experience with computer programming in R, SAS, Python, SQL, or another language.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship.

• Experience with simulation software such as Simul8, Arena, Simio, Any Logic, etc.
• Experience with Databricks or Power BI.
• Experience with Lean Six Sigma and statistical process control.
• Working understanding of…