Strategy & Customer Operations Manager

Strategy & Customer Operations Manager

Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

Position Summary: The Strategy & Customer Operations Manager will be instrumental in enhancing our customer experience by developing sustainable reporting systems, driving process improvements, and leading product development initiatives. This role demands a strategic thinker with a robust background in operations, process improvement, and cross-functional collaboration.

Key Responsibilities:

• Apply Six Sigma methodologies to pinpoint improvement opportunities, analyze issues, identify root causes, and execute data-driven solutions.
• Drive process improvements to increase customer satisfaction, operational efficiency and scalability of the customer success organization.
• Lead customer-focused product development initiatives within the customer operations.
• Craft and implement robust reporting systems to monitor and analyze customer success and experience metrics.
• Collaborate with teams across product, engineering, customer success, and business intelligence to ensure cohesive project execution and alignment.
• Stay abreast of industry trends and best practices to continuously evolve our customer experience strategies.
• Recommend strategic insights to senior leadership based on thorough data analysis and customer feedback.
• Lead and develop a team of professionals to meet and exceed departmental goals and objectives.

Qualifications:

• Bachelor's degree in Engineering, Science, or a related field; MBA or MHA preferred.
• Minimum of 5+ years of experience in strategy operations, process improvement, and customer experience.
• Minimum of 2 years of direct management experience.
• Demonstrated success in cross-functional collaboration with product, engineering, customer success, and business intelligence teams.
• Exceptional analytical capabilities with expertise in interpreting intricate data to derive actionable insights, coupled with a proven track record in utilizing Looker tools, writing SQL queries, and proficiency in excel. 
• Excellent communication and interpersonal skills.
• Proven leadership in ambiguous situations and project management from inception to completion.
• Superb presentation skills, with the ability to tailor information to senior leadership and executive levels.
• Experience applying Six Sigma methodologies to pinpoint improvement opportunities, analyze issues, identify root causes, and execute data-driven solutions.
• Self-directed with the ability to thrive in an unstructured environment; comfortable with ambiguity.
• Healthcare experience is a plus.

Join us at Tempus, where we're not just a typical healthcare company. We challenge the status quo, innovate at speed, and are united by a shared mission to revolutionize patient care. As a member of our team, you'll contribute to a culture that values building, learning, and innovating. Together, we're changing the world of data-driven healthcare.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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