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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.

Supports customer success and operations for oncology accounts. Serves as a primary customer contact, coordinates integrations and renewals, supports cross-functional projects, maintains account dashboards and KPIs, updates playbooks, and provides administrative support to leadership. The role requires strong organization, communication, analytical ability, spreadsheet proficiency, and interest in healthcare technology.

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.

Lead global benefits programs across the US, UK, Germany, and Japan while managing a two-person team. Responsibilities include benefits design and administration, leave management, Workday administration, open enrollment, vendor management, compliance, audits, HRIS integrations, employee communications, and data-driven program improvement.

Provide hands-on global IT support across hardware, software, operating systems, mobile devices, networking, identity systems, endpoint management, and workplace technology. Manage IT asset lifecycles, user access, device provisioning, patching, conference room systems, and support tickets. Deliver white-glove employee support, document resolutions, coordinate vendors, maintain secure technology operations, and escalate complex issues appropriately.

Develop and execute product marketing strategies for oncology point-of-care solutions and health-system network expansion. Responsibilities include market, buyer, customer, and competitor analysis; product positioning; value propositions; go-to-market planning; sales collateral; thought leadership; customer insights; roadmap communications; digital demand generation; conferences; and client-facing support. The role partners with sales, customer success, product, and marketing teams to drive growth, retention, and commercial success.

Own the global employee relations function, including complex case management, investigations, policy interpretation, escalation resolution, and manager coaching. Develop compliant HR policies and training across the US, UK, Germany, and Japan. Build scalable ER processes, documentation systems, and workflows while analyzing case trends to identify risks and inform people strategies. Partner with Legal, HRBPs, managers, and senior leaders to ensure fair, consistent, empathetic, and legally compliant outcomes.

Own net-new OncoEMR sales for smaller community oncology practices end-to-end, support larger deals with the Director of Sales, grow top-of-funnel pipeline, maintain Salesforce opportunity data, and manage partner intake for the Flatiron Vendor Network. Collaborate cross-functionally with Solution Design, Implementation, Interfaces, Marketing, Legal, and BizOps to build sales playbooks, coordinate demos, and drive deals to contract execution.

Lead US technical recruiting for Machine Learning and Software Engineering teams. Source and build talent pipelines, manage candidate relationships and offers, collaborate with hiring managers and TA peers, and support non-technical and early-career hiring as needed.