Customer Experience Project Manager

Leads project development and execution for projects pertaining to assigned teams. 

Typically receives defined assignments from manager or follows standard processes for project management and coordination, but may participate in establishing objectives and tactics in partnership with manager.       

May provide peer-to-peer leadership/mentorship within the team. 

Analyzes and suggests improvements to business processes to improve the overall workflow efficiency and effectiveness, with a focus on delivering results.

Evaluates potential corrective actions, both independently and collaboratively, based upon investigations. Aids in implementation across areas.

Performs non-conformance investigation, root cause analysis, and corrective/preventative action efforts throughout the value stream.

Confers with management to highlight problems, roadblocks, and barriers to progress and leads improvement initiatives to systematically resolve them.

Analyzes product and service-based performance metrics to identify areas of opportunity and works collaboratively with leaders and manager to design improvement initiatives.

Collects information from cross functional areas to provide regular project status updates to key stakeholders.

Works directly with project resources to ensure tasks are being completed on time.

Maintains various project materials such as change requests, action item logs, risk logs, project charters, etc.

Monitors project status, reports any problems, and escalates when necessary.

Prepares reports of project progress and KPI for management.

Effectively communicates project expectations to team members and stakeholders in a timely and clear fashion. 

Performs other duties as assigned.

This role works with PHI on a regular basis both in paper and electronic form and has an access to various technologies to access PHI (paper and electronic) in order to perform the job.

Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.

Must maintain a current status on Natera training requirements.

Employee must pass post offer criminal background check.

Requires 2 or more years of related experience

Bachelor's degree in biology, allied health or science-related field; equivalent job experience may be substituted for degree

Problem analysis and problem-solving skills

Adaptability to change and self-starter

Knowledge of administrative procedures and protocols

Knowledge of numeric, oral, and written language applications

Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar

Excellence in attention to detail and organization skills

Ability to maintain professionalism during highly escalated situations 

Excellence in communication and collaboration with leaders from a variety of backgrounds and teams

Experience with development of Project Charters, Action Trackers, Status Summaries