POSITION TITLE: Director, Customer Experience, Women’s Health & Rare Disease
POSITION SUMMARY: This position is a leadership role responsible for the end-to-end Women’s Health & Rare Disease customer experience at Natera ensuring timely and accurate sample processing as well as overall customer success. All inbound support channels, and regionally aligned support and success agents will report into this leader. The Director sets the vision for customer experience excellence, owns department-wide SLAs, KPIs, and NPS targets, and serves as the escalation point for complex or high-impact customer issues. The Director partners with cross functional BU and senior leadership to align customer experience strategy with broader organizational goals and drives large-scale, cross-functional transformation and AI initiatives.
PRIMARY RESPONSIBILITIES: