Manager, Customer Experience Strategy & Operations (AI)

Location: Chicago, United States

Salary: $105,000–$135,000 per year

Company

hirify.global develops a precision-medicine platform that connects real-world evidence with clinical care to help physicians make treatment decisions.

What you will do

• Own customer journey maps and prioritize experience improvements for providers, practice staff, and patients.
• Build short-, medium-, and long-term roadmaps, define product requirements, and lead go-to-market launch plans.
• Manage customer feedback channels, conduct interviews and qualitative analysis, and translate insights into operational actions.
• Analyze order, case, and customer data to diagnose issues and size improvement opportunities.
• Optimize test ordering, sample collection and shipping, automated communications, status updates, billing, support, and results experiences.
• Coordinate cross-functional initiatives across Product, Engineering, Lab Operations, Customer Support, Billing, Digital, Sales, Marketing, Legal, and other partner teams.

Requirements

• 5+ years of experience in healthcare or biotechnology across customer experience, business operations, product management, consulting, or a related field.
• Expertise in healthcare, with focus on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology.
• Experience conducting customer interviews, focus groups, or advisory boards and converting qualitative feedback into actionable insights.
• Ability to drive change through cross-functional teams without direct authority and present effectively to executive stakeholders.
• Strong project management, leadership, written, oral, and presentation skills.
• Bachelor’s degree in a science or business discipline; proficiency with Microsoft Office or Google Workspace is required.

Nice to have

• Experience with EHR-integrated or digital ordering and consumer-grade experience design.
• Looker or SQL experience.
• Advanced degree or healthcare certification.
• Experience using GenAI tools such as Gemini or Claude for research, analysis, and workflow optimization.

Culture & Benefits

• Work in a precision-medicine environment focused on applying AI to clinical care.
• Benefits may include incentive compensation, restricted stock units, medical benefits, and other benefits depending on the position.
• Collaborate with executive sponsors and teams spanning product, engineering, laboratory operations, customer support, billing, and commercial functions.