Medical & Clinical

Leads a Customer Experience team responsible for post-signature support, client onboarding, training, and customer enablement. Manages frontline specialists, develops operational playbooks, improves workflows and automation, oversees support triage and service levels, and analyzes customer feedback metrics such as NPS and CSAT. Partners with technical and scientific teams to translate complex oncology data concepts into effective client communications and informs documentation and product roadmap improvements.

Owns Flatiron Health’s external and scientific communications strategy, including integrated campaigns, executive thought leadership, scientific storytelling, social media, media relations, and communications governance. The role translates complex oncology science and product innovation into compelling narratives, manages corporate social channels and communications tools, supports conferences and publications, advises senior leaders, and coordinates cross-functional stakeholders, vendors, timelines, and brand consistency.

Supports senior leaders across strategic and operational initiatives, producing analyses, dashboards, metrics, and leadership recommendations. Leads process standardization, change management, resource planning, governance, and cross-functional project execution. Identifies and implements low-code/no-code AI and automation solutions across evidence, sales, marketing, and delivery teams, quantifying their operational and financial impact. The role also delivers special projects involving market exploration, business cases, operational transformation, and go-to-market strategy.