Manager, Oncology Provider Experience

We are looking for a proven operational leader to design, build, and lead our new 'White Glove' Provider Program from the ground up. This high-performing individual will be the architect of a new service delivery model, responsible for designing the automations, communication frameworks, and reporting suites that ensure a frictionless experience for our new oncology providers. As the program manager, you will lead a team of 4 customer success managers, empowering them with the tools and data they need to provide a custom, high-touch experience for every new customer.

This is a critical role for Natera as we scale our oncology business. You will be responsible for transforming manual, high-touch workflows into a scalable, data-driven engine that reduces operational complexity, drives provider adoption, and ensures our newest customers receive an intelligent, seamless introduction to our clinical platform.

Responsibilities:

● Architect and implement the "White Glove" infrastructure, including the creation of standardized email templates, outreach cadences, and automated triggers for the onboarding journey.

● Manage and mentor a team of 4 CSMs, providing coaching on provider engagement, issue resolution, and data-driven account management.

● Build and maintain a suite of reporting tools and dashboards (utilizing Snowflake and PowerBI) to track team KPIs, sample throughput, and provider health scores.

● Define the "Success Framework" for new provider onboarding, establishing clear benchmarks for what constitutes a "frictionless" transition to Natera.

● Lead the integration of CRM automations and communication platforms to ensure the team can scale their "white glove" touch without a proportional increase in manual labor.

● Identify and mitigate systemic friction points by synthesizing feedback from your team and collaborating with Product, Engineering, and Clinical Operations.

● Quantify the ROI of the White Glove program, delivering regular reports to executive leadership on provider retention, time-to-first-result, and long-term test utilization.

● Standardize cross-functional workflows with MSLs and Sales to ensure a unified Natera voice during the critical first 90 days of the provider relationship.

● Quantify the impact of high-touch intervention on long-term provider retention and test utilization.

Requirements:

● A bachelor's degree required; MBA or advanced degree in Healthcare/Bio-Tech preferred.

● 7+ years of experience, with at least 2 years in a leadership or people management capacity within Customer Success or Sales Operations.

● Technical mastery of CRM and Data tools; experience building complex automations and advanced reporting in Snowflake, PowerBI, or similar tech stacks.

● Background in Oncology or Molecular Diagnostics is highly desired; familiarity with clinical lab workflows and provider expectations is essential.

● proven experience creating programs, templates, and operational processes from scratch in a fast-paced environment.

● Strong operator capable of driving alignment across matrixed teams, including Sales, Medical Affairs, and IT.

● Project management experience preferred, with ability to coordinate cross-functional projects, manage timelines and competing priorities, and drive execution.