Manage a portfolio of 25-40 accounts, overseeing the entire customer lifecycle from onboarding to renewal and expansion. Proactively identify growth opportunities, conduct quarterly business reviews, and serve as the internal voice of the customer to product and engineering teams.
You will lead a team of senior product engineers, owning the technical direction, delivery, and team health. You will remain hands-on with the code, conducting reviews and unblocking the team while fostering individual career growth.
You will own the operational execution of new customer test kit launches, managing milestones and dependencies across labs and fulfillment partners. Additionally, you will monitor post-launch performance metrics to identify operational issues and drive process improvements.
Lead and coach a distributed Lab Operations team to ensure the reliable movement of lab orders from request to result. Improve operational workflows, manage vendor relationships, and partner with product and engineering teams to automate manual processes.
Manage lab test orders and coordinate with diagnostic labs and vendors to ensure accurate result delivery. Monitor internal dashboards for system outages and provide direct customer support via Slack and email.
Own the end-to-end business hiring process for Operations and Support roles, focusing heavily on outbound sourcing and pipeline creation. Partner with hiring managers to define roles, set high bars for talent, and refine the overall hiring process.
Manage end-to-end technical recruitment, including sourcing, pipeline building, and candidate management. Partner with hiring managers to define requirements, improve interview processes, and maintain high hiring standards.
Develop and maintain infrastructure for diagnostic healthcare using modern cloud technologies. Collaborate with a remote-first team to build scalable, automated solutions for patient data.
You will investigate and diagnose complex technical issues by tracing logs and services to identify root causes. Additionally, you will deliver excellent customer support by communicating clearly with users and improving internal documentation and tooling.
