Associate Director, Digital Experience

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At Exact Sciences, we're helpingchange how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you're working to help others.

Position Overview

Exact Science's Customer Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all our customers, across all channels (digital and physical). These journeys are grouped by Customer Types (e.g., Patient, Provider) and further categorized into a set of Value Streams (e.g., Onboarding, Motivate & Complete Screening, Result & Follow-up ). Each Value Stream has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

The Associate Director, Digital Patient Experience is responsible for defining the roadmap and driving delivery of digital customer journeys. In defining the journeys, this position must account for a holistic Service Design, which encompasses all touchpoints with a given customer persona. This position will work with the business stakeholders, development teams, design and other cross functional teams to facilitate their product area roadmap. The position will coach product teams to define product strategy and effectively communicate the strategy to business stakeholders.

This position manages a group of customer-centric, channel-agnostic Product Managers with delivering against the responsibilities listed below.

This position lives and breathes product, value, user experiences, and technology - and can navigate between those spaces. The ideal candidate loves to innovate, is not afraid to fail, and knows when to say no or pivot. This position enjoys both the strategic work of finding the best solution and the implementation work of how best to bring it to life for maximum impact. The individual excels at bridging between technical and non-technical teams across the organization to bring new initiatives to life - for example: lab, compliance, finance and beyond. The ideal candidate possess strong leadership skills, including the ability to influence multiple stakeholders and leaders.

Essential Duties

Include, but are not limited to, the following:

• Facilitate and influence as "voice of the customer" for customer journeys for all outside stakeholders to ensure that their digital needs are considered and that the delivery teams are supported.
• Lead cross-functional teams to develop product strategy, partnering closely with Engineering, Business, Design, Market Research, Marketing and Customer Care teams.
• Lead evidence generation plan to ensure KPIs related to the product release are monitored and products support market needs and business growth.
• Facilitate collaboration with delivery teams, Experience Business Leads (i.e., the most senior Product Leadership accountable for the totality of a given Experience), to develop Journey-level digital Objectives & Key Results (OKRs), measurement and reporting.
• Lead defining and tracking KPIs based on business OKRs to garner actionable insights on the digital solutions in market as well as product roadmap.
• Facilitate collaboration with the Experience Business Lead and the Experience Design team to produce Service Design deliverables (e.g., Service Blueprints) that define journeys and experiences that are integrated, cross-touchpoint, cross-customer type, and cross-experience.
• Works with Experience Business Lead to adjust scope and roadmap - empowered to make final prioritization decisions for the digital products.
• Leadership position for customer-facing digital experience, ensuring product development is in line with strategy and OKRs.
• Supports the team in feature demos for stakeholders; provides product expertise, peer training, and consultation where necessary.
• Recruit, inspire, mentor, and manage a group of customer-centric Product Managers.
• Consistent demonstration of exceptional leadership qualities, including but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.
• Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assessing employee performance and providing helpful feedback and training opportunities.
• 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 designated schedule.
• Ability and means to travel 10-25% between Exact Sciences locations (e.g., Madison, Redwood City).

Minimum Qualifications

• Bachelor's degree in Life Sciences, Engineering, Marketing, Business, Finance, or related field of study; or High School Degree/General Education Diploma and 7 years of relevant experience as outlined in the essential duties in lieu of Bachelor's degree.
• 8+ years of experience working as a Product Manager, with at least 5 years in the digital domain.
• 3+ years of people management experience.
• Extensive experience leading cross-functional teams to deliver products/services.
• Extensive experience applying techniques and methods of modern product management, product discovery, and product delivery - along with expertise with product management platforms and tools
• Extensive experience facilitating the development of product vision, strategic roadmaps, and go-to-market strategy for services and products as part of a broader end-to-end user experience.
• Expert problem-solving, organizational, and analytical skills with the ability to evolve product strategy based on research, data, and industry trends.
• Expert business analysis skills; including, but not limited to, process and user flow definition and business KPIs.
• Extensive experience translating complex user, business, operational, and technical requirements into clear epics, features, stories, and acceptance criteria.
• Experience with A/B testing, user testing, user interviews, and conversions funnels.
• Experience in relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning.
• Extensive experience engaging with engineers, designers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.
• Strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority.
• Excellent written and verbal communication skills, with the ability to agilely adapt to the respective audience (team member to senior leadership).
• Strong organizational and time management skills with a proactive and logical approach to workload and ability to work both independently and within a team.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Ability to leverage relationship building, motivation, and curiosity to bring together different personalities for creative thinking and collaborative solutioning.
• Customer obsessed, ability to translate abstract customer needs to product roadmap. Experience in leading customer-facing discussions and KOL management.
• Experience in launching digital applications using state-of-the-art digital innovations, such as NLP, LLM.
• Experience coaching and upskilling team in Digital Product Management domain.
• Experience in healthcare (medical technology and life sciences), wellness, or digital health.
• Experience with service design and operations.
• Experience in digital analytics tools such as Piwik Analytics, Tableau, Google Analytics, etc.

Salary Range:

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company's affirmative action program.

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