Manager, Customer Experience

CareDx, Inc. is a leading precision medicine solutions company focused on the discovery, development, and commercialization of clinically differentiated, high-value healthcare solutions for transplant patients and caregivers. CareDx offers products, testing services, and digital healthcare solutions along the pre- and post-transplant patient journey, and is the leading provider of genomics-based information for transplant patients. Reporting to the Director of Customer Experience, the Manager, Customer Experience – AlloHeme is responsible for leading the Clinical Liaison team supporting the CareDx Cellular Therapy & Transplant Portfolio. This role provides clinical, operational, and strategic leadership to ensure exceptional support for healthcare professionals and patients throughout their experience with CareDx. The Manager will lead and develop a high performing field-based Clinical Liaison team while also directly engaging with Cellular Therapy and Transplant customers in the field. The Manager will build trusted customer relationships, provide clinical education, support testing workflows, and drive successful adoption and utilization of Cell Therapy solutions, while coaching and developing the Clinical Liaison team. This role will use data and analytics to evaluate ordering trends, account activity, adoption, workflow opportunities, and team performance. The Manager will partner closely with Commercial Leadership, Laboratory Operations, Reimbursement, Medical Affairs and other cross-functional teams to identify opportunities, resolve complex customer needs, improve processes, and enhance the overall healthcare provider and patient experience. Successful candidates will be experienced clinical leaders who are highly organized, analytical, collaborative, and comfortable leading teams in a fast-paced environment while advancing patient care across Cellular Therapy and Transplantation. Responsibilities: - Lead, coach, and develop a high-performing Clinical Liaison team supporting Cellular Therapy and Transplantation (CTT) centers. - Maintain direct field based customer responsibilities, engaging with priority CTT centers to build trusted relationships, provide clinical education, support testing workflows, and drive adoption and utilization of CareDx solutions. - Provide regular field coaching using the PACE coaching model to assess Clinical Liaison competencies, provide actionable feedback, and support continued development. - Provide clinical and operational oversight of customer onboarding, education, testing workflows, account support, and resolution of complex customer needs. - Establish consistent Clinical Liaison practices and coach the team on account planning, customer engagement, clinical education, territory prioritization, and effective use of CareDx tools and resources. - Analyze ordering trends, account activity, customer engagement, and team performance to identify opportunities for increased adoption, targeted education, workflow improvement, and field support. - Establish and monitor team goals and key performance indicators, using data and business insights to identify gaps, prioritize opportunities, and develop action plans. - Partner cross-functionally with Sales, Laboratory Operations, Reimbursement, Medical Affairs, Customer Experience, and other teams to resolve customer needs and ensure efficient testing processes. - Lead hiring, onboarding, training, performance management, and development of Clinical Liaisons while fostering a culture of accountability, collaboration, and continuous improvement. - Drive process improvements that enhance operational efficiency and the customer and patient experience while maintaining compliance with CareDx policies, SOPs, and applicable regulatory requirements. Qualifications: - Bachelor’s degree required, or an equivalent combination of education and relevant professional experience; advanced clinical or healthcare education preferred. - Registered Nurse (RN) required. - 7+ years of experience in Bone Marrow/Hematopoietic Cell Transplantation (BMT/HCT), Cellular Therapy and Transplantation (CTT), hematology/oncology, clinical diagnostics, or a related healthcare setting required. - 3+ years of people management, team leadership, or significant clinical/field leadership experience preferred. - Specialty certification preferred, such as BMTCN® (Blood & Marrow Transplant Certified Nurse), TCTCNTM (Transplantation and Cellular Therapy Certified Nurse), or OCN® (Oncology Certified Nurse). - Experience leading and developing customer-facing or field-based clinical teams preferred. - Strong analytical experience, including the ability to interpret ordering trends, account activity, operational metrics, and performance data to develop actionable strategies. - Proficiency with Excel, Salesforce, and/or other reporting and business intelligence tools. - Ability to travel 25–30% to support Clinical Liaisons and key CTT accounts. Knowledge, Skills & Abilities: - Strong leadership, coaching, and team-development skills with the ability to build engaged, high-performing teams. - Excellent communication, interpersonal, and relationship-building skills. - Strong critical-thinking and problem-solving skills with the ability to identify priorities and drive solutions. - Ability to collaborate cross-functionally and influence effectively without direct authority. - Highly organized, analytical, and detail-oriented with strong initiative and accountability. - Agile and adaptable, with the ability to lead effectively in a dynamic, fast-paced environment. - High level of integrity and commitment to ethical standards. Additional Details: Every individual at CareDx has a direct impact on our collective mission to improve the lives of organ transplant patients worldwide. We believe in taking great care of our people, so they take even greater care of our patients. Our competitive Total Rewards package for US Employees includes: - Competitive base salary and incentive compensation - Health and welfare benefits, including a gym reimbursement program - 401(k) savings plan match - Employee Stock Purchase Plan - Pre-tax commuter benefits - And more! - Please refer to our page to view detailed benefits at https://caredx.com/company/careers/ In addition, we have a Living Donor Employee Recovery Policy that allows up to 30 days of paid leave annually to a full-time employee who makes the selfless act of donating an organ or bone marrow. With products that are making a difference in the lives of transplant patients today and a promising pipeline for the future, it’s an exciting time to be part of the CareDx team. Join us in partnering with transplant patients to transform our future together. CareDx, Inc. is an Equal Opportunity Employer and participates in the E-Verify program. By proceeding with our application and submitting your information, you acknowledge that you have read our U.S. Personnel Privacy Notice and consent to receive email communication from CareDx. ***We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.*** Certain jurisdictions require notice of how we use and protect your personal information. For more information, please read our Privacy Policy. #LI-Remote This is the anticipated base salary range in the United States. The final salary offered to a successful candidate will be dependent on several factors that may include, but are not limited to, the type and length of experience within the job, the type and length of experience within the industry, education, etc. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives and restricted stock units. CareDx is a multi-state employer, and this salary range may not reflect positions that work in other states. Remote: US only roles $110,000—$137,000 USD