Manager, Customer ExperienceNew

Flatiron Health
Apply now

The opportunity

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. We’re looking for a Manager, Customer Experience to help us accomplish our mission to improve…

What you'll do

  • People Management: Direct, coach, and develop a team of Customer Success Specialists handling post-signature support operations, client training logistics, and offline question support.

  • Playbook Ownership: Document, refine, and maintain operational playbooks and standard operating procedures (SOPs) for CX workflows to ensure team alignment and operational consistency.

  • Process Optimization & Automation: Identify operational bottlenecks in CX touchpoints; partner with the Knowledge Management (KM) function to propose business requirements for platform automations (e.g., ticket routing, automated user access) and adopt updated automated workflows.

  • High-Touch Enablement: Oversee execution of dedicated client support activities, ensuring proper cross-functional staffing (Research Oncologists, Research Scientists, Product) and high-value customer interactions.

  • Frontline Support: Manage offline question support triage system, ensuring rapid SLAs and routing complex scientific or data queries to appropriate SMEs or cross-functional leads.

  • Client Onboarding & Data Trainings: Lead the execution of customer data training programs and new-user onboarding journeys.

What they're looking for

  • + years of experience in Customer Success, Customer Experience, Client: Enablement, or Support Operations in RWD/RWE, pharmaceutical or healthcare industry.
  • –2+ years of direct people management experience, with a track record of: coaching team members and driving operational excellence.
  • Demonstrated ability to document operational playbooks and partner with: technical teams to implement process improvements.
  • Comfortable learning complex oncology data models, methodology concepts, and: software tools, with a knack for translating technical nuance into clear client communications.
  • Passionate about delivering exceptional customer experiences; skilled at: leveraging quantitative data to identify systemic improvements.
  • Experience with or eagerness to learn customer support and enablement: platforms (e.g., Zendesk, Jira, Okta, Airtable) and AI-assisted workflow tools.
  • Work/life autonomy via flexible work hours and flexible paid time off
  • Comprehensive compensation package