Manager, Customer Care

Position Overview

The Manager, Customer Care Applications is responsible for delivering capabilities to meet business needs within one of Exact Sciences’ enterprise platform teams. This role intakes and analyzes new requests, facilitates cross‑functional work, estimates and plans new programs and projects, and oversees the delivery of low‑to‑medium complexity initiatives to diverse customer groups. The Manager understands business processes and how the platform supports them, building effective partnerships with stakeholders to monitor and communicate platform performance.

• Plan, design, and deliver programs of low‑to‑medium complexity to deliver new platform capabilities or integrate products and processes from acquisitions onto assigned enterprise platform(s).
• Oversee or lead the delivery of technical capabilities within projects or programs.
• Negotiate delivery priorities with cross‑functional business stakeholders and/or solution teams.
• Provide input into system monitoring and reporting for assigned platform(s); measure performance and participate in incident management for critical incidents, outages, or other performance issues.
• Participate in the evaluation of new IT solutions and product selections, and lead implementations.
• Oversee a process for intaking, prioritizing, and delivering incremental releases of functionality.
• Provide input into establishing the annual platform budget.
• Stay informed of technology industry trends and solutions to analyze for possible application in our environment.
• Work closely with process owners from various departments to build and maintain scalable process workflows across business units.
• Build relationships with vendor organizations to monitor and improve platform performance and associated vendor delivery.
• Participate in vendor customer discussions or similar mechanisms to provide input toward improving performance and expanding functionality.
• Manage vendor contracts, licenses, renewals, and corresponding statements of work.
• Support systems validation/testing to SOX, FDA, and other regulatory compliance as needed.
• Develop and maintain standards, processes, and documentation with other IT management and staff.
• Supervise staff: organize and prioritize work, conduct performance reviews, provide training, and manage performance.
• Communicate goals clearly to employees to ensure understanding and success.
• Motivate and inspire employees through coaching.
• Maintain morale and support employee engagement initiatives.

• Bachelor’s Degree in a related field as outlined in the essential duties; or High School Diploma (or GED) with 4 years of relevant experience.
• 8+ years of experience working in information technology or business.
• 4+ years of experience in a technology‑related role.
• 1+ year of direct or indirect management experience.
• Demonstrated ability to grasp and apply complex technical concepts.
• Demonstrated understanding of SDLC and/or ITIL methodologies.
• Demonstrated project delivery involving complex business workflows or system architectures.
• Knowledge of a variety of software and hardware solutions, including multi‑vendor and hybrid on‑premise/ cloud environments.
• Proficiency in Microsoft Office.
• Ability to perform the essential duties with or without accommodation.
• Authorization to work in the United States without sponsorship.

• Professional working knowledge of health care or biotechnology.
• Professional working knowledge of Agile delivery methodologies.
• Experience with systems such as Five9, Calabrio, and Qualtrics.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, protected veteran status, and any other status protected by applicable local, state, or federal law. To view the Right to Work, E‑Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub.