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

Lead end-to-end customer experience for Women’s Health and Rare Disease, ensuring timely and accurate sample processing and driving overall customer success. Own department SLAs, KPIs, and NPS targets while scaling inbound support and proactive customer success programs. Direct and develop customer experience and customer success teams, partner cross-functionally across Sales, Clinical, Marketing, Engineering, Product, and Operations, and serve as the escalation point for complex customer issues.