POSITION SUMMARY: The Customer Experience Manager owns the customer experience across all Natera touchpoints and directly manages Customer Experience Supervisors. You are responsible for the Customer Experience group's SLAs, KPIs, and operational delivery. This role drives the planning and execution of major team projects and partners cross-functionally across Natera to solve workflow problems. You serve as the final tier of escalation for the group.
PRIMARY RESPONSIBILITIES:
Manage daily contact center operations across the Customer Experience group, making real-time adjustments to hit SLAs.
Track, monitor, and report on Key Performance Indicators (KPIs) and operational metrics.
<... Click Apply to read the full job description.