Senior Manager, Customer Experience Product Manager at Exact Sciences

| Madison, WI
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Summary of Major Responsibilities

Exact Science's Customer & Digital Experience (CDX) 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 Experiences (e.g., Understand Risks & Complete Screening, Confirm Diagnosis). Each Experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable to fulfill.

This position is responsible for defining the roadmap and driving delivery of 1-2 journeys within a given Experience. In defining the journeys, this position must account for a holistic Service Design, which encompasses all touchpoints with a given customer, both digital and physical. This position ensures that business, user, and technology needs are met through continuous analysis, iteration, solutioning, and delivery.

This position may manage a group of customer-centric, digital-first Product Managers and/or Business Analysts charged with delivering against the responsibilities listed below.

The Product Manager lives and breathes product, services, user experiences, and technology - and can navigate between those spaces. This position 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.

This position could be in office or remote.

Essential Duties and Responsibilities

  • Facilitate being the "voice of the Journey" for 1-2 Journeys for all outside stakeholders to ensure that their digital needs are heard and that the delivery teams are getting the support needed
  • Facilitate collaboration with delivery teams, Experience Business Leads (i.e., the most senior Product Manager accountable for the totality of a given Experience), and the Value Management team to develop Journey-level digital Objectives & Key Results (OKRs), measurement and reporting
  • Lead defining and tracking KPIs based on Journey OKRs to garner actionable insights
  • 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
  • Facilitate Journey-level experience and technical discovery for 1-2 Journeys with support from business partners, experience design, research, and delivery teams (may include co-creation workshops and/or prototyping)
  • Works with Experience Business Lead to adjust scope and roadmap - empowered to make final prioritization decisions for 2+ Journeys
  • Facilitate definition of Epics, and lead definition of User Stories, acceptance criteria for 1-2 Journeys - and ensure they are understood by delivery team
  • Lead grooming and prioritizing backlogs for 1-2 Journeys to ensure work is in line with Experience strategy and OKRs, which includes and is balanced across new development, non-functional requirements, and other technical work that leverages OKR and KPI data, research, industry trends, etc.
  • Review work completed by the squad, provide feedback, and accept work, as applicable
  • Support understanding and coordination of inter-delivery team and external dependencies, as applicable
  • Supports the team in feature demos for stakeholders; provides product expertise, peer training, and consultation where necessary
  • Actively participate in all Scrum ceremonies
  • Supervise staff; including, but not limited to, organize and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
  • Communicate goals clearly to employees to ensure understanding and success in achieving them.
  • Motivate and inspire employees to do their best work through coaching.
  • Maintain morale and support employee engagement initiatives.
  • 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 6 years of relevant experience as outlined in the essential duties in lieu of Bachelor's degree.
  • 6+ years of experience working as a Product Manager, with at least 4 years in the digital domain using Agile / Scrum / Kanban methodologies.
  • Experience leading cross-functional teams to deliver products/services.
  • Experience applying techniques and methods of modern product management, product discovery, and product delivery - along with expertise with product management platforms and tools
  • Demonstrated ability to facilitate 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.
  • Advanced problem-solving, organizational, and analytical skills with the ability to evolve product strategy based on research, data, and industry trends.
  • Advanced business analysis skills; including, but not limited to, process and user flow definition and business KPIs.
  • Advanced skills in translating complex user, business, operational, and technical requirements into clear epics, features, stories, and acceptance criteria
  • Some experience with A/B testing, user testing, user interviews, and conversions funnels.
  • Experience engaging with engineers, designers, researchers, SMEs, and company leaders in a constructive and collaborative relationship where you can both learn and influence.
  • 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.
  • Strong leadership skills, including the ability to influence multiple stakeholders and leaders without direct authority
  • Experience managing a team of Product Managers and/or Business Analysts
  • Experience in healthcare, wellness, or digital health.
  • Experience with service design and operations.
  • Experience in digital analytics tools such as Adobe Analytics, Tableau, Google Analytics, etc., A/B testing tools such as AB Tasty, Optimizely, MoEngage, etc., and/or design tools such as Adobe XD, Figma, Sketch, etc.

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. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.

More Information on Exact Sciences
Exact Sciences operates in the Biotech industry. The company is located in Madison, WI. Exact Sciences was founded in 2022. It has 4190 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 40 open jobs at Exact Sciences, click here.
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