Position Overview

The Account Operations Manager plays a critical role in driving the successful integration and utilization of Adaptive Biotechnologies’ clonoSEQ® Assay into diverse healthcare settings. With expansive operational expertise and clinical fluency in hematologic disease and MRD testing, the Account Operations Manager translates strategic initiatives into scalable solutions that enhance the end-user experience and accelerate adoption. This customer-facing position leads the design and implementation of tailored diagnostic workflows, ensuring seamless onboarding, and providing comprehensive training for clinical teams.

Working cross-functionally with field-based teams and internal stakeholders, individuals in this role serve as a trusted partner in navigating complex healthcare systems, supporting EMR integration, and optimizing clonoSEQ testing. The Account Operations Manager is instrumental in shaping the customer journey, educating stakeholders on new support offerings, and contributing to continuous advancements across the diagnostics business.

This position will be supporting the West Region; expected working hours must align with PST.

Key Responsibilities and Essential Functions

Customer Onboarding & Workflow Execution

• Manage institution-specific onboarding requirements and develop customized workflows tailored to each account’s operational and clinical needs.
• Lead virtual or in-person trainings for key ordering personnel and support go-live readiness for diagnostic integrations in non-hospital and academic hospital institutions.

Clinical & Operational Support

• Apply working knowledge of hematologic disease biology, specimen handling, and MRD testing guidelines to support workflow implementation.
• Serve as a resource to internal teams and external stakeholders, helping ensure workflows align with standards of care and institutional protocols.
• Collaborate with sales and customer operations to ensure efficient and effective communication with clinicians and their teams.

Cross-Functional Collaboration

• Partner with sales, field medical, reimbursement, digital health, and customer operations to ensure cohesive execution of account strategies and business goals.
• Act as a liaison to support priority internal initiatives requiring customer engagement and feedback.

Technical Enablement & EMR Support

• Support EMR integration efforts by partnering with technical teams and engaging existing and prospective integration targets.
• Help customers leverage embedded decision support tools to drive diagnostic adoption. Facilitate cross-functional training efforts, enable operational readiness for integration go-live, and coordinate ongoing integrated workflow optimization.
• Provide feedback to internal stakeholders to inform future integration strategies.

Customer Engagement & Education

• Build and maintain strategic relationships with customers, driving satisfaction through superior service and execution.
• Educate customers on new support offerings to maximize brand performance, ensuring alignment with evolving clinical and operational goals.

Operational Excellence & Insights

• Ensure accurate and timely delivery of insights related to new prospects and account health.
• Assist in analyzing trends and providing business context to help identify and advance key growth initiatives.
• Monitor account performance metrics and share observations that inform operational strategies and improvements.

Team Leadership & Mentorship

• Provide training and guidance to new Account Operations team members in coordination with leadership.
• Foster a culture of collaboration, growth, and continuous improvement across the Account Operations team.

All other duties as assigned

Position Requirements (Education, Experience, Other)

Required

• Bachelors + 7 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
• Masters + 5 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
• Strong customer and patient focus with demonstrated understanding of HIPAA requirements.
• Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure.
• Experience navigating complex workflows and supporting academic, community, and integrated delivery network healthcare organizations.
• Effective and professional communication skills for engagement with both internal cross-functional partners and external customers.
• Proven ability to work in a team environment and influence outcomes in a matrixed organization.
• Strong attention to detail and meticulous data entry skills.
• Ability to autonomously and proactively manage multiple tasks to completion in a dynamic setting.
• Recognized for operational execution and customer-centric problem solving.

Preferred

• 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) for a regulated healthcare product preferred.

Working Conditions

• Some travel required (15 - 20%)
• Daily use of a computer and virtual communication tools; must be able to read, write, and communicate clearly in digital formats

#LI-Remote

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Compensation

Salary Range: $111,800 - $167,600

Possible “other compensation” elements to include:

• equity grant
• bonus eligible