Position Overview
The Manager, Customer Care Applications is responsible for delivering capabilities to meet business needs within one of Exact Sciences’ enterprise platform teams. This role is responsible for intaking and analyzing new requests and facilitating cross-functional work efforts to estimate and plan new programs and projects. This management role is responsible for delivering programs and projects of low-to-medium complexity and/or overseeing the delivery of similar projects to meet the needs of diverse customer groups. The Manager, Enterprise Platforms understands business processes and how the platform enables them. They build effective partnerships with business stakeholders to monitor and communicate platform performance.
Essential Duties
Include, but are not limited to, the following:
- Plan, design, and deliver programs of low-to-medium complexity to deliver new platform capabilities or integrate products and processes from acquisitions onto assigned enterprise platform(s).
- Oversee or lead the delivery of technical capabilities within projects or programs.
- Negotiate delivery priorities with cross-functional business stakeholders and/or business solution teams.
- Provide input into system monitoring and reporting for assigned platform(s); measure the performance of platforms and participate in incident management activities for critical incidents, outages, or other performance issues.
- Participate in the evaluations of new IT solutions and product selections, and lead implementations.
- Oversee a process for intaking, prioritizing, and delivering incremental releases of functionality.
- Provide input into establishing the annual platform budget.
- Stay informed of technology industry trends and solutions to analyze for possible application in our environment.
- Closely work with process owners from various departments to build and maintain process workflows scalable across the business/various business units.
- Build effective working relationships with vendor organizations to monitor and improve the performance of technology platforms and associated vendor delivery personnel.
- Participate in vendor customer discussions, or similar mechanisms, for providing input toward improving performance and expanding business functionality.
- Manage vendor contracts, licenses, renewals, and corresponding statements of work.
- Support systems validation/testing to SOX, FDA, and other regulatory compliance, as needed.
- Work with other IT management and staff to develop and maintain standards, processes, and documentation.
- Supervise staff; including, but not limited to, organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
- Communicate goals clearly to employees to ensure understanding and success in achieving them.
- Motivate and inspire employees to do their best work through coaching.
- Maintain morale and support employee engagement initiatives.
- Ability to work independently with little oversight and direction.
- Basic understanding of business strategy and change management skills.
- Excellent communication skills.
- Ability to operate in a cross-cultural and complex matrix environment and build consensus across functions.
- Ability to be self-motivated and a problem solver.
- Good organization, prioritization, and multi-tasking abilities.
- Adaptable, open to change, and able to work in ambiguous situations and respond to new information or unexpected circumstances.
- Ability to negotiate, mitigate conflict, build alliances, and achieve desired results using strong interpersonal and diplomacy skills.
- Ability to work closely with others on intangible issues across organizational and business-entity boundaries.
- Strong financial, resource, and vendor management skills.
- Strong attention to detail, quality oriented with the ability to see the big picture.
- Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
- Support and comply with the company’s Quality Management System policies and procedures.
- Maintain regular and reliable attendance.
- Ability to act with an inclusion mindset and model these behaviors for the organization.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
- Ability and means to travel between local Exact Sciences locations.
- Ability to travel 10% of working time away from work location, may include overnight/weekend travel.
Minimum Qualifications
- Bachelor’s Degree in related field as outlined in the essential duties; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience as outlined in the essential duties in lieu of Bachelor’s Degree.
- 8+ years of experience working in information technology or business.
- 4+ years of experience in a technology related role.
- 1+ years of direct or indirect management experience.
- Demonstrated ability to grasp and apply complex technical concepts.
- Demonstrated understanding of SDLC and/or ITIL methodologies.
- Demonstrated project delivery involving complex business workflows or system architectures.
- Demonstrated knowledge of a variety of software and hardware solutions, such as multi-vendor environments and hybrid environment of on premise, co-located, and cloud-based services.
- Proficient in Microsoft Office.
- Demonstrated ability to perform the essential duties of the position with or without accommodation.
- Authorization to work in the United States without sponsorship.
Preferred Qualifications
- Professional working knowledge of health care or biotechnology.
- Professional working knowledge of Agile delivery methodologies.
- Experience with systems like Five9, Calabrio and Qualtrics.
