Lead Customer Success Operations

JOB REQUIREMENTS: Help us change lives At Exact Sciences, we'rehelpingchange how the world prevents, detects and guides treatment forcancer. We give patients and clinicians the clarity needed to makeconfident decisions when they matter most. Join our team to find apurpose-driven career, an inclusive culture, and robust benefits tosupport your life while you're working to help others. PositionOverview The Lead Customer Success Operations Manager will serve as astrategic leader and operational partner across Customer Success. Thisposition provides thought leadership, supports the execution ofteam-level initiatives, and ensures alignment between Customer Successteam goals and broader Customer Care priorities. The role requiresstrong cross-functional collaboration, hands-on project management, andthe ability to drive process improvement in a complex and evolvinghealthcare environment. This individual will directly support theachievement of Customer Success OKRs and represent Customer Success onenterprise 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'sability to deliver a seamless provider experience from clean order toclean result. Identify, document, and implement standardized processes,policies, and training content that support CS workflows across acomplex product suite. Own the impact planning and follow-through onGallup survey feedback to foster team engagement and performance.Monitor performance data (e.g., SLAs, TATs, escalations) and drivecorrective actions when metrics fall below expectations. Collaboratewith Customer Success leadership to provide monthly updates onperformance, priorities, and ongoing initiatives to internal andcross-functional stakeholders. Represent the Customer Success team atcross-functional meetings and ensure customer-facing impact iscommunicated and incorporated into company-wide projects. Leadday-to-day activities and planning for key projects impacting CustomerSuccess operations, including support coverage models, market alignment,and process enhancements. Coordinate escalation pathways and act aspoint of contact for project-related blockers or risks, ensuring theyare addressed and communicated effectively. Champion and facilitatechange management... For full info follow application link. We are anequal employment opportunity employer. All qualified applicants willreceive consideration for employment without regard to age, color,creed, disability, gender identity, national origin, protected veteranstatus, race, religion, sex, sexual orientation, and any other statusprotected by applicable local, state or federal law. Applicable portionsof the Company's affirmative action program are available to anyapplicant or employee for inspection upon request. APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/5FDE79EE2E5D41E4

Created: 2025-10-04