Manager, Oncology Provider Experience

Responsibilities

• Architect and implement the 'White Glove' infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey.
• Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management.
• Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores.
• Define the 'Success Framework' for new provider onboarding, establishing clear benchmarks for what constitutes a 'frictionless' transition to Natera.
• Lead the integration of CRM automations and communication platforms to ensure the team can scale their 'white glove' touch without a proportional increase in manual labor.
• Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations.
• Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization.
• Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship.
• Quantify the impact of high-touch intervention on long-term provider retention and test utilization.

Requirements

• A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred.
• 7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations.
• Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks.
• Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential.
• Proven experience creating programs, templates, and operational processes.