Director, Customer Experience, Women's Health & Rare Disease

POSITION TITLE: Director, Customer Experience, Women’s Health & Rare Disease

POSITION SUMMARY: This position is a leadership role responsible for the end-to-end Women’s Health & Rare Disease customer experience at Natera ensuring timely and accurate sample processing as well as overall customer success. All inbound support channels, and regionally aligned support and success agents will report into this leader. The Director sets the vision for customer experience excellence, owns department-wide SLAs, KPIs, and NPS targets, and serves as the escalation point for complex or high-impact customer issues. The Director partners with cross functional BU and senior leadership to align customer experience strategy with broader organizational goals and drives large-scale, cross-functional transformation and AI initiatives.

PRIMARY RESPONSIBILITIES:

• Provide leadership and direction across all customer support functions, including issue resolution operations and customer success programs, ensuring alignment with Natera's broader business objectives.
• Own and evolve the department's SLA, KPI, and NPS frameworks; establish performance benchmarks and hold teams accountable to consistently exceeding targets.
• Directly lead and develop Customer Experience Agents, Territory Managers, (regionally aligned customer experience agents) and Customer Success Managers, building a high-performing, engaged, and inclusive organization. This includes serving as a mentor to frontline supervisors and managers, and navigating complex employee relations that require experienced judgment.
• Partner with executives and department heads across Sales, Clinical, Marketing, Engineering, Product, and Operations to drive systemic improvements to the customer journey and close gaps in programs, processes, platforms, and systems.
• Champion customer success as a strategic function — driving retention, satisfaction, and long-term patient and provider relationships through proactive engagement and value realization strategies.
• Serve as the escalation point for the most complex, sensitive, or high-visibility customer issues, ensuring both acute resolution and durable mitigation of recurrence.
• Lead cross-functional initiatives with significant impact on the customer experience, from scoping through full execution and continuous optimization.
• Define and implement workforce planning, capacity modeling, and resource allocation strategies to ensure operational readiness across all customer-facing teams. Keep close to day-to-day operations to identify gaps, and translate capacity and resource modeling to team staffing decisions.
• Establish a data-driven culture within the organization — leveraging analytics, VOC (Voice of Customer) insights, and operational metrics to guide decision-making and executive reporting.
• Actively foster a culture of inclusion, professional development, and high engagement across all team members.
• Serve as the Women’s Health & Rare Disease subject matter expert on complex scenarios within the lab or software solutions that the team may be troubleshooting.
• Partner closely with other business unit leads to harmonize the service and provider experience, where applicable, across channels.

QUALIFICATIONS:

• Bachelor's degree required; graduate degree (MBA or equivalent) strongly preferred
• Minimum of 10 years of progressive experience in customer experience, customer success, or contact center operations, with at least 4 years in a Senior manager or higher level or equivalent leadership role
• Demonstrated experience leading and scaling multi-functional customer-facing teams, including both reactive support and proactive customer success organizations
• Proven track record of driving measurable improvements in NPS, CSAT, retention, and operational efficiency
• Healthcare, biotech, or diagnostics industry experience strongly preferred
• Exceptional problem solving skills and ability to piece apart complex problems and iterate on solutions quickly

KNOWLEDGE, SKILLS, AND ABILITIES:

• Excellent communication and presentation skills, with experience influencing key stakeholders and representing functions in broader discussions
• Expertise in customer success methodologies, escalation management, and contact center operations
• Strong analytical and data fluency — ability to build and interpret performance models, design dashboards, and derive actionable insights from complex datasets
• Expertise in workforce planning, capacity modeling, and change management within customer-facing organizations
• Demonstrated ability to build and sustain high-performing, inclusive teams across multiple functions and geographies
• Excellent project and program management skills with a history of delivering complex, cross-functional initiatives on aggressive timelines
• Mastery of de-escalation and conflict resolution techniques at both the individual and systemic levels
• Deep knowledge of customer service principles, VOC programs, and experience design best practices
• Understanding of HIPAA, healthcare data privacy, and regulated industry compliance requirements
• Ability to balance strategic thinking with hands-on execution in a fast-paced, high-growth environment