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Salary: USD 105,000 - 135,000 / annual
Tempus is a precision medicine platform that uses AI to deliver real-time, actionable clinical insights to physicians. The company connects real-world evidence to help identify the right treatments for the right patients.
You will own the end-to-end customer experience for Tempus' diagnostic testing platform, managing the journey from order entry through sample logistics, results delivery, billing, and support. Your stakeholders include ordering providers, practice staff, and patients.
Key responsibilities:
**Customer Experience Strategy & Operations:** Develop and maintain journey maps and prioritized pain-point backlogs for each customer segment. Translate these into short-, medium-, and long-term roadmaps of initiatives. Create clear product requirements, build go-to-market launch plans, and drive post-launch growth and workflow improvements. Lead executive reporting and stakeholder communication, preparing status updates for executive forums and escalating critical risks to sponsors.
**Customer Feedback & Analytics:** Serve as the primary stakeholder for customer feedback channels. Aggregate clinical insights and market intelligence to identify improvement themes. Conduct customer interviews and qualitative analysis to deepen understanding of voice-of-customer data. Perform hands-on analysis of order, case, and customer data to diagnose issues and size opportunities. Partner with the Analytics team on data infrastructure.
**End-to-End Workflow Optimization:** Identify opportunities to enhance the customer experience across digital platforms. Oversee test order management across all products, including automated communications, order status updates, and test prioritization. Drive improvements in sample collection, shipping, billing touchpoints, and customer support. Improve report usability and results experience, ensuring consistency across digital channels.
You will work cross-functionally with Product, Engineering, Lab Operations, Customer Support, Billing and Reimbursement, Digital/Portal, Sales, Market Access, Marketing, and Legal teams.
**Requirements:**
- 5+ years of client-facing or business operations, customer experience product management, management consulting, product management, or closely related role within healthcare/biotech sector
- Proven expertise in healthcare with focus on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology; understanding of provider and patient journeys
- Experience with EHR-integrated or digital ordering, or consumer-grade experience design (preferred)
- Proficiency in customer discovery: interviews, focus groups, advisory boards
- Demonstrated ability to translate qualitative feedback into actionable insights that inform product roadmap and design
- Proven ability to drive change through functions you don't control
- Strong leadership and management skills; track record of prioritizing and aligning corporate goals with customer objectives
- Ability to work independently while managing project timelines, deliverables, and complex tasks under tight deadlines
- Exceptional written, oral, and presentation skills; comfort presenting to executive leadership (CEO, COO, CFO)
- Proficiency with Microsoft Office or Google Workspace, particularly Excel/Sheets and PowerPoint/Slides
- Comfortable working directly with data; Looker or SQL experience preferred
- Demonstrated aptitude for leveraging GenAI tools (Gemini, Claude) to streamline productivity and accelerate decision-making
- Bachelor's degree in Science or Business discipline; Advanced degree (MBA, MS, PhD, or Healthcare certification) preferred
