Manager, Customer Care Analytics

Help us change lives

At Exact Sciences, we’re 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.

Position Overview

The Manager, Customer Care Analytics is a cross-functional internal consultant to the business that will work across several business units, with a primary internal customer group while still supporting other functions, as needed.  This 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.

Essential Duties

Include but are not limited to the following:

• Support multiple business units and supporting functions in making key strategic decisions.
• Liaise cross-functionally beyond primary internal customer group; including, but not limited to, 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 (i.e., new process operating as designed) and/or economics (i.e., ROI) 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.
• Consistent demonstration of exceptional leadership qualities, including but not limited to 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 towards the future.  
• Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assessing employee 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.
• Strong analytical skills, business intuition, and ability to build consensus across functions.
• Excellent interpersonal and communication skills; ability to operate in a matrixed cross-cultural and cross-functional environment.
• 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.
• Regular and reliable attendance.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 100%of a typical working day.
• Ability to travel 10% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor’s degree in business administration, math, science, engineering, finance, or 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.
• Proficient 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.

Preferred Qualifications

• Experience with simulation software such as Simul8, Arena, Simio, AnyLogic, etc.
• Experience with Databricks or Power BI.
• Experience with Lean Six Sigma and statistical process control.
• Working understanding of statistical methods for data analysis.
• Experience with laboratory, healthcare, or medical device industries.
• Working understanding of database design and data modeling.