Passionate about precision medicine and advancing the healthcare industry?

Recent advancements in underlying technology have finally made it possible for AI to impact clinical care in a meaningful way. Tempus' proprietary platform connects an entire ecosystem of real-world evidence to deliver real-time, actionable insights to physicians, providing critical information about the right treatments for the right patients, at the right time.

We are looking for an experienced Head of Customer Service - Patients and Providers who will work with our cross functional teams in support of physicians who order Tempus tests.

Responsibilities:

• Lead our customer service team supporting Providers
• Empower our Customer Service colleagues to deliver great service to our ordering physicians
• Ensure that we meet established Service Level Agreements
• Manage the team through hiring, training, performing annual reviews, recognizing performance, coaching, and corrective action
• Guide, coach, train our team members
• Measure, report, and update key performance metrics
• Act as the escalation point for the field sales team and other commercial leadership team
• Work with 3rd party vendors; act as main point of contact for day to day operations
• Audit and oversight of our processes to ensure timeliness and accuracy
• Ensure the team’s impact is progressing from basic customer service to delivering/ensuring customer success
• Design and scale our patient-centric customer service operations
• Continuously improve our processes/operations (e.g., new channels, new methods) to make sure we deliver great service to our ordering physicians and patients, while continuously improving the efficiency and effectiveness of our operations
• Keep track of best practices in customer experience and customer service outside of Tempus. Infuse these into our operations. Bring innovation to raise our performance 
• Nurture an environment that creates a talent pool for other parts of the business, balanced by the need to grow and retain talent within CS 
• Liaise with cross functional groups (e.g., lab, sales, commercial, legal, product) to improve operations or resolve issues

Qualifications:

• Bachelor's degree required
• 5+ years of experience in customer care or customer experience, ideally in a leadership role
• Exceptional customer service skills and strong interpersonal skills
• Ability to communicate effectively with patients, physicians, pathologists, and nurses by telephone and email
• Exceptional track record of client management, scaling teams and exceeding KPIs.
• Highly organized and systematic, superb attention to detail and ability to complete tasks with a high degree of accuracy
• Ability to develop and maintain strong relationships, both internally across departments and externally with clients, partners and vendors
• Demonstrated problem resolution and decision-making skills for operational and technical problems 
• Superior analytical, interpersonal, and problem-solving skills
• Persistent and resilient with a tenacious appetite for success