About Us: At CareDx, we are pioneers in transplant diagnostic solutions and are committed to improving patient outcomes by providing innovative and intelligent solutions throughout the entire patient journey.
Position Overview: We are seeking an Associate Director of Product Management to enhance our order-to-report processes for laboratory testing services, driving customer satisfaction and operational excellence.Reporting to the Director of Product Experience and Digital Strategy, you will lead initiatives to streamline and optimize the end-to-end order-to-report lifecycle, including test ordering, specimen collection, laboratory processing, customer notifications, and reporting. Your passion for improving customer experiences will directly impact our mission to improve transplant patient outcomes.
Key Responsibilities:
- Strategic Leadership: Define and execute a clear vision and strategy for the future state of the company's order-to-cash processes, ensuring alignment with the company's overall objectives and customer needs.
- Process Improvement: Assess and refine the order-to-cash workflow and UX/UI, including ordering portal and EMR, to enhance efficiency, accuracy, and customer experience. Identify opportunities for innovation and leverage best practices to optimize operational performance, develop software requirements specification, and drive prioritization efforts.
- User Engagement: Actively engage with healthcare practitioners and patients to gather detailed insights and feedback, advocating for their needs within the product and process development. Cultivate strong relationships to ensure our solutions effectively address user pain points.
- Cross-Functional Collaboration: Work closely with product lifecycle management, engineering, IT, customer service, lab operations, and commercial teams to ensure the seamless integration of improvements and enhancements into existing systems. Facilitate communication to align goals, timelines, and expected outcomes.
- Performance Metrics: Establish and monitor key performance indicators (KPIs) related to order-to-cash processes, such as customer satisfaction, operational efficiency, and turnaround times. Utilize data-driven insights to inform strategic decisions and continuous improvement initiatives.
Must Haves:
- Bachelor or Master’s degree in a relevant field.
- At least five years of experience in customer experience management, specifically related to order-to-cash processes in a clinical diagnostic laboratory or healthcare setting.
- At least five years of experience in product management for software products
- Experience with laboratory workflows and testing services
- Strong analytical skills, attention to detail, and experience in process improvement methodologies.
- Familiarity with UX research, data analytics, and performance measurement in the context of customer experience.
- Proven ability to influence cross-functional teams and drive results without direct authority.
- Excellent verbal and written communication skills, with a strong focus on customer advocacy.
- Familiarity with Confluence, Jira, ProductBoard, Figma/Miro, Lucidchart or similar tools
