Manager, Customer Care (Biotech)

TL;DR

Manager, Customer Care (Biotech): Overseeing daily contact center operations and the customer experience across all touchpoints with an accent on SLA management, KPI tracking, and operational efficiency. Focus on developing supervisory staff, driving cross-functional initiatives, and resolving complex escalations to ensure high customer satisfaction.

Location: Must be based in the US (Remote)

Salary: $87,600 - $109,500 USD

Company

hirify.global is a global leader in cell-free DNA testing, dedicated to oncology, women’s health, and organ health through personalized genetic diagnostics.

What you will do

• Manage daily contact center operations and make real-time adjustments to meet SLAs.
• Track, monitor, and report on key performance indicators and operational metrics.
• Direct and develop Customer Experience Supervisors to achieve business objectives.
• Partner with department heads to improve patient and provider touchpoints and eliminate process gaps.
• Lead cross-functional initiatives from scoping through execution to optimize workflows.
• Serve as the final tier of escalation for complex issues, ensuring fast resolution and root cause analysis.

Requirements

• Bachelor’s degree or equivalent required.
• Proven leadership experience managing high-volume customer experience or contact center operations.
• Experience managing cross-functional projects and working with matrixed teams.
• Strong data analysis skills with proficiency in Excel modeling.
• Must be authorized to work in the US.
• Healthcare or biotech industry experience is strongly preferred.

Culture & Benefits

• Comprehensive medical, dental, vision, life, and disability insurance plans.
• 401k retirement benefits.
• Generous employee referral program.
• Free genetic testing for employees and immediate families.
• Fertility care benefits and pregnancy/baby bonding leave.
• Commitment to a diverse and inclusive workplace environment.