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Key Responsibilities:
- Lead end-to-end customer experience strategy, ensuring alignment with organizational goals.
- Own SLA, KPI, and NPS frameworks; drive team performance to exceed targets.
- Serve as escalation point for complex customer issues and lead cross-functional initiatives.
Qualifications:
- Bachelor's degree required; MBA preferred; 10+ years progressive CX experience.
- Proven track record in scaling customer-facing teams and improving NPS and retention.
What We Offer:
- Competitive benefits including medical, dental, vision, life, and disability plans.
- 401k benefits, commuter benefits, and free testing for employees and families.
Natera
Natera is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. The company consists of highly dedicated professionals from world-class institutions who care deeply for their work and each other.