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Customer Experience Project Manager



Customer Service, Operations
Austin, TX, USA
Posted on Friday, June 7, 2024
The Project Manager drives various project management activities including, but not limited to, data gathering, analysis, and associated decision making to support significant process improvement and project execution for all Emerging business product lines.
  • Leads project development and execution for projects pertaining to assigned teams.

  • Typically receives defined assignments from manager or follows standard processes for project management and coordination, but may participate in establishing objectives and tactics in partnership with manager.

  • May provide peer-to-peer leadership/mentorship within the team.

  • Analyzes and suggests improvements to business processes to improve the overall workflow efficiency and effectiveness, with a focus on delivering results.

  • Evaluates potential corrective actions, both independently and collaboratively, based upon investigations. Aids in implementation across areas.

  • Performs non-conformance investigation, root cause analysis, and corrective/preventative action efforts throughout the value stream.

  • Confers with management to highlight problems, roadblocks, and barriers to progress and leads improvement initiatives to systematically resolve them.

  • Analyzes product and service-based performance metrics to identify areas of opportunity and works collaboratively with leaders and manager to design improvement initiatives.

  • Collects information from cross functional areas to provide regular project status updates to key stakeholders.

  • Works directly with project resources to ensure tasks are being completed on time.

  • Maintains various project materials such as change requests, action item logs, risk logs, project charters, etc.

  • Monitors project status, reports any problems, and escalates when necessary.

  • Prepares reports of project progress and KPI for management.

  • Effectively communicates project expectations to team members and stakeholders in a timely and clear fashion.

  • Performs other duties as assigned.

  • This role works with PHI on a regular basis both in paper and electronic form and has an access to various technologies to access PHI (paper and electronic) in order to perform the job.

  • Employee must complete training relating to HIPAA/PHI privacy, General Policies and Procedure Compliance training and security training as soon as possible but not later than the first 30 days of hire.

  • Must maintain a current status on Natera training requirements.

  • Employee must pass post offer criminal background check.

  • Requires 2 or more years of related experience

  • Bachelor's degree in biology, allied health or science-related field; equivalent job experience may be substituted for degree

  • Problem analysis and problem-solving skills

  • Adaptability to change and self-starter

  • Knowledge of administrative procedures and protocols

  • Knowledge of numeric, oral, and written language applications

  • Intermediate knowledge in Microsoft office apps and typing with excellence in spelling and grammar

  • Excellence in attention to detail and organization skills

  • Ability to maintain professionalism during highly escalated situations

  • Excellence in communication and collaboration with leaders from a variety of backgrounds and teams

  • Experience with development of Project Charters, Action Trackers, Status Summaries

Preferred Skills and Experience
  • Experience with LIMS
  • Data collection, maintenance, and Analysis
  • SQL
  • Project Management Software (eg. Smartsheet, Monday, Notion, etc.)
The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.
Remote USA
$65,000$85,000 USD


Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives.

The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.


Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!

For more information, visit www.natera.com.

Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide.

All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws.

If you are based in California, we encourage you to read this important information for California residents.

Link: https://www.natera.com/notice-of-data-collection-california-residents/

Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes.

For more information:
- BBB announcement on job scams
- FBI Cyber Crime resource page