Director of Order-to-Cash Excellence
4 days ago
CareDx, Inc. is seeking a highly skilled Associate Director of Product Management to lead the optimization of our order-to-cash processes for laboratory testing services.
About the RoleThis senior leadership position will drive customer satisfaction and operational excellence by streamlining and improving the end-to-end order-to-report lifecycle, including test ordering, specimen collection, laboratory processing, customer notifications, and reporting.
Main Responsibilities- Strategic Leadership: Define and execute a clear vision and strategy for the future state of our 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.
We are looking for an experienced professional with a Bachelor or Master's degree in a relevant field and 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.
The ideal candidate will have a strong analytical mindset, excellent verbal and written communication skills, and proven ability to influence cross-functional teams and drive results without direct authority.
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