Program Manager, Digital Patient Experience

POSITION TITLE: Program Manager, Digital Patient Experience

Position Summary

The Program Manager will partner with product managers on the Digital Patient Experience team to support activities related to user adoption, feature rollout, product/program performance across our product portfolio. This is an individual contributor role that will focus on many aspects of the customer and patient experience at Natera, collaborating with key stakeholders across the organization.

As a successful candidate, you are obsessed with the experience of customers and internal users. You learn complex concepts quickly; earn the trust of stakeholders across various disciplines; are super-organized with a strong bias for action; and are eager to find ways to reduce customer and agent effort.

If you enjoy driving solutions and diving into problem areas to define new processes in an ever changing environment, this role is for you.

Primary Responsibilities

• Collaborate with product managers on the patient experience team to support internal users with our tools and solutions. 
• Provide comprehensive user support including onboarding, new feature training, and issue troubleshooting.
• Create and manage a centralized intake process for new product feature requests from business stakeholders.
• Identify opportunities to communicate core product features and capabilities across our portfolio.      
• Create and monitor dashboards of program/product performance and dive deep into trend identification, root cause analysis and outline plan of action.
• Coordinate and/or execute program change and communicate program updates, status reports, and insights to stakeholders and leadership
• Develop and oversee program roadmaps, timelines, and deliverables.
• Support product managers with user acceptance testing, including test plan execution.

Qualifications

• Bachelor's degree in business, healthcare, or related field; with 5+ years of professional experience
• 2+ years of experience in program / project management; previous experience in healthcare, healthtech, or biotech is a plus. 
• Proficient knowledge of and experience in project management principles and usage of project management tools (e.g., Jira, SmartSheet, Trello).
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and prioritization. Experience with data visualization tools (e.g., Tableau, Power BI).
• Proven track record of executing and driving organizational transformation. Results-oriented mindset with a focus on supporting operational processes (e.g. identifying opportunities to streamline end-to-end processes, ability to deal with ambiguous/undefined problems)
• Excellent communication and relationship-building skills. Ability to work and influence cross-functional teams; effective at building rapport with key stakeholders.
• Flexible, and agile; willingness to tackle any type of challenge; highly motivated to roll up sleeves and get work done to support stakeholders and business partners.
• Understanding of software development lifecycle.