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 seeking a Manager of Customer Experience Strategy & Operations to join our team. In this role, you will own the end-to-end experience of ordering and using Tempus tests, from order entry and sample logistics through status visibility, results, billing touchpoints and support, for providers, practice staff and patients. You will set the strategy, run the day-to-day operations, and drive improvements through partner teams across the business.
What You'll Do
Customer Experience Strategy & Operations
- Own the journey map and prioritized pain-point backlog for each customer type (ordering providers, practice staff, patients), translating them into a short-, medium- and long-term roadmap of initiatives.
- Formulate clear product requirements, build robust go-to-market (GTM) launch plans, and spearhead post-launch growth initiatives and customer workflow improvements.
- Lead executive reporting and stakeholder communication, including preparing clear status updates for executive forums and facilitating the rapid escalation & resolution of critical risks to Executive Sponsors.
Customer Feedback & Analytics
- Serve as the primary stakeholder for creating channels for customer feedback, aggregating clinical insights and market intelligence, and synthesizing outputs to identify critical themes and areas for improvement.
- Lead customer interviews and conduct qualitative analysis to deepen understanding of VoC data, directly determining the operational actions required to address customer needs. Complement qualitative work with hands-on, targeted analysis, pulling and interrogating order, case and customer data to diagnose specific issues and size opportunities. Partner with the Analytics team, which owns data infrastructure.
End-to-End Workflow Optimization
- Identify opportunities to enhance the end-to-end customer experience across primary digital platforms.
- Oversee how our portfolio of test orders is managed across all products, integrating automated customer communications, order status updates, and test prioritization engines.
- Identify and drive improvements across sample collection and shipping, billing touchpoints and customer support interactions, partnering with Lab Operations, Billing and Customer Support.
- Identify and execute opportunities to improve report usability and the results experience, ensuring presentation uniformity across digital modalities while developing best-practice alerts and actions.
Qualifications
- Proven expertise in healthcare, with a specific focus or emphasis on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology, with an understanding of both the provider and patient journeys. Experience with EHR-integrated or digital ordering, or with consumer-grade experience design, is a plus.
- Proficient in facilitating customer discovery, including conducting customer interviews, focus groups, and advisory boards. Demonstrated aptitude for translating qualitative feedback into clear, actionable insights that directly inform product roadmap, design refinements, and service improvements.
- Proven ability to drive change through functions you don't control. Cultivate and manage cross-functional relationships across Product, Engineering, Lab Operations, Customer Support, Billing and Reimbursement, Digital/Portal, Sales, Market Access, Marketing and Legal to achieve critical customer goals.
- Strong leadership and management skills, with a track record of successfully prioritizing and aligning corporate goals with customer objectives.
- Adept at working independently while managing project timelines, critical deliverables, and multiple complex tasks under tight deadlines.
- Exceptional written, oral, and presentation skills, with high comfort presenting to and engaging with corporate leadership and executive-level stakeholders (CEO, COO, CFO).
- Proficient with Microsoft Office / or Google Workspace - particularly Excel/Sheets and PowerPoint/Slides. Comfortable working directly with data to answer your own questions; Looker or SQL experience is a plus. Demonstrated aptitude for leveraging GenAI tools (e.g., Gemini, Claude) to streamline productivity, optimize daily workflows, and accelerate decision-making through AI-assisted research and analysis.
- Bachelor’s degree in a Science or Business discipline; an Advanced degree (MBA, MS, PhD, or Healthcare certification) is a plus.
- 5+ years of client-facing or business operations, customer experience product management, management consulting, product management, or a closely related role within the healthcare/biotech sector.
Chicago: $105,000-$135,000
The expected salary range may vary for other locations. Actual salary may vary based on qualifications and experience. Tempus offers a full range of benefits, which may include incentive compensation, restricted stock units, medical and other benefits depending on the position.
We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Skills Required
- Healthcare expertise focused on molecular diagnostics, genomics, biotechnology, pharmaceuticals, or oncology
- Understanding of provider and patient journeys
- Experience facilitating customer discovery through interviews, focus groups, or advisory boards
- Ability to translate qualitative feedback into actionable product, design, and service improvements
- Experience driving change through cross-functional teams without direct authority
- Strong leadership and management skills
- Ability to prioritize corporate goals and customer objectives
- Ability to manage project timelines, critical deliverables, and multiple complex tasks
- Exceptional written, oral, presentation, and executive communication skills
- Proficiency with Microsoft Office or Google Workspace, especially spreadsheets and presentation tools
- Comfort working directly with data to answer business questions
- Bachelor's degree in a Science or Business discipline
- 5+ years of client-facing, business operations, customer experience product management, management consulting, product management, or related healthcare/biotech experience
- Experience with EHR-integrated or digital ordering
- Consumer-grade experience design experience
- Looker or SQL experience
- Experience using GenAI tools such as Gemini or Claude
- Advanced degree or healthcare certification
What the Team is Saying
Tempus AI Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is considered solid, with PPO coverage often described as good and medical, dental, and vision options broadly available. Feedback suggests the overall health offering is a relative strong point despite mixed comments on premiums.
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Leave & Time Off Breadth — Time off is frequently characterized as flexible, with reports of unlimited or generous PTO in many corporate roles. Feedback suggests policies can vary by team, but the offering is generally viewed favorably.
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Wellbeing & Lifestyle Benefits — Workplace perks such as free meals/snacks, on-site amenities like a barista, gym discounts, and commuter benefits are commonly highlighted. Feedback suggests these lifestyle benefits add day-to-day value, especially at larger offices.
Tempus AI Insights
What We Do
We bring together one of the world’s largest libraries of multimodal clinical and molecular data with a robust suite of AI tools to help physicians personalize care in real time, connect patients with therapies and clinical trials, and enable partners to accelerate discovery and development of new treatments. With ~8 million de-identified research records and 350+ petabytes of data, Tempus partners with more than half of U.S. oncologists and the majority of the top 20 global pharma companies. Our teams are pioneering work across oncology, neurology, psychiatry, cardiology, and beyond—transforming how care is delivered and therapies are developed. At Tempus, every role contributes to our mission: to help each patient benefit from the experiences of those who came before. For more information, visit tempus.com.
Why Work With Us
We’re looking for people who can change the world. People who question the status quo and refuse to shy away from tough problems. For builders who are never done building, and the learners who are never done learning. Passionate individuals with undying curiosity who want to take on one of the greatest challenges humanity has ever faced—head on.
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Tempus AI Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Most of the team follows a hybrid policy, with some roles allowing for a fully remote arrangement and some roles being onsite only.
