Sr Manager/Director, Client Operations

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.

The Senior Manager, Partner Client Operations oversees projects and process improvements for Tempus’ Atlanta laboratory collaborations. This position leads the day-to-day projects and resources within the team. The position supports relationships with Tempus’ Laboratory,  Bioinformatics, Product, Engineering, and Data Science teams, as well as external customers.

What you’ll do

• Motivate and lead a team at Tempus that is responsible for delivering projects sold to pharma, research, and consumer companies. This team: 

  • Manages all projects from beginning to end, including kick-off meetings, bi-weekly meetings with customers, and close-out meetings

  • Leads client meetings, ensures decisions and action items are clearly documented and tracked to completion

  • Drives escalation and resolution of critical project related issues

  • Reports out metrics to clients on a bi-weekly basis

  • Ensures samples are moving appropriately through the lab and flagging samples at risk as appropriate

• Manages client relationships across the full client portfolio, owning client retention and satisfaction KPIs

• Advocate for the client experience across Tempus, working with cross-functional teams to ensure that client initiatives are visible and aligned with company goals, communicate product feedback and client sentiment to internal stakeholders

• Monitor project health through the effective use of project dashboards and management tools

• Ensure team member roles and responsibilities are clearly defined to achieve desired results; Mentor and coach team members towards professional development goals

• Identify and lead operational improvements across the business

• Keep internal stakeholders engaged and informed of progress and potential risks

• Works closely with stakeholders on deal scoping and revenue forecasting

Qualifications

• Bachelor’s Degree; Master’s Degree is preferred

• At least 7+ years of project or account management experience at a healthcare company or laboratory; experience working in or with a lab is a plus

• Sharp attention to detail and ability to meet long- and short-term deadlines

• Strong presentation skills

• Experience collaborating closely with cross-functional leaders

• Desire to build and grow a passionate, high-performing team

• A bias for action

• Experience managing and growing a team

• Background leveraging data and analytics in decision-making

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.