Lead Customer Success Operations Manager - Monday- Friday 8:00am- 4:30pm

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At Exact Sciences, we're helpingchange 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 Lead Customer Success Operations Manager will serve as a strategic leader and operational partner across Customer Success. This position provides thought leadership, supports the execution of team-level initiatives, and ensures alignment between Customer Success team goals and broader Customer Care priorities. The role requires strong cross-functional collaboration, hands-on project management, and the ability to drive process improvement in a complex and evolving healthcare environment. This individual will directly support the achievement of Customer Success OKRs and represent Customer Success on enterprise initiatives as needed.

This position is on site in Madison, WI.

Essential Duties

Include, but are not limited to, the following:

• Partner with internal teams (e.g., Sales, Customer Care, Lab Ops, Quality) to drive initiatives that enhance the Customer Success team's ability to deliver a seamless provider experience from clean order to clean result.
• Identify, document, and implement standardized processes, policies, and training content that support CS workflows across a complex product suite.
• Own the impact planning and follow-through on Gallup survey feedback to foster team engagement and performance.
• Monitor performance data (e.g., SLAs, TATs, escalations) and drive corrective actions when metrics fall below expectations.
• Collaborate with Customer Success leadership to provide monthly updates on performance, priorities, and ongoing initiatives to internal and cross-functional stakeholders.
• Represent the Customer Success team at cross-functional meetings and ensure customer-facing impact is communicated and incorporated into company-wide projects.
• Lead day-to-day activities and planning for key projects impacting Customer Success operations, including support coverage models, market alignment, and process enhancements.
• Coordinate escalation pathways and act as point of contact for project-related blockers or risks, ensuring they are addressed and communicated effectively.
• Champion and facilitate change management through strong planning, communications, and stakeholder engagement.
• Serve as a project management resource, applying best practices across cross-functional efforts within the Customer Success scope.
• Provide coaching and direction to project contributors to ensure success and accountability across deliverables.
• Balance multiple concurrent initiatives and ensure alignment with Customer Success leadership priorities.
• Deliver presentations and written communication tailored to audiences ranging from frontline specialists to senior leadership.
• Foster collaboration and communication across the Customer Success team and broader Customer Care organization.
• Travel Requirements:
• The ability to travel 10% of working time away from work location may include overnight/weekend travel.
• Epic Requirement:
• You will be required to successfully complete an assessment showing understanding of Exact Sciences Epic processes necessary to the job functions with a score of 80% or higher. Exact Sciences will make reasonable accommodation available, if necessary, to assist an employee with a disability to satisfy this requirement.

Minimum Qualifications

• Bachelor's degree in Business Administration, Healthcare Management, or related field; or high school diploma/GED with 6 years of relevant experience in lieu of a degree.
• 4+ years of experience in customer success, operations, or project management, preferably in a healthcare or diagnostics setting.
• Excellent written and verbal communication skills.
• Proven ability to lead cross-functional projects and influence outcomes in a matrixed environment.
• High emotional intelligence with a strong ability to manage ambiguity and lead through change.
• Ability to think critically, manage competing priorities, and drive measurable outcomes.
• Skilled in Microsoft Office Suite, project management tools (e.g., Monday.com, Smartsheet), and communication platforms.
• Must be 18 years of age or older.
• Authorization to work in the United States without sponsorship.
• Willingness to travel up to 5%, including overnight/weekend travel if needed.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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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.

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