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Senior Manager, Business Operations & Customer Experience

  • Seaport Blvd., Boston, Massachusetts, United States
  • Full Time

About the Job

The Senior Manager is a key member of the BioPharma Business Operations & Customer Experience team. This individual is a strategic thought partner to stakeholders across Foundation Medicine, and a driver of lasting, innovative solutions that bring value to the organization and to our BioPharma partners. As part of a growing team, they will drive activities supporting best-in-class customer experience and work collaboratively to optimize FMI’s operational and financial capabilities.

Key Responsibilities

• Build and leverage relationships across the organization to identify opportunities for operational/process improvements ensuring a smooth customer experience

• Collaborate closely with colleagues to create novel solutions addressing customer need

• Partner with Strategic Insights & Analytics team to interpret voice-of-customer insights and translate into transformative initiatives improving customer satisfaction

• Develop and implement customer experience roadmaps specific to business needs

• Drive operational excellence and integration of best practices across BioPharma and the broader FMI organization

• Facilitate the design, implementation, and evolution of measurement/management systems and platforms (E.g., Salesforce)

• Track key performance indicators for the business, regularly identifying opportunities for growth and efficiency

• Support creation and deployment of core financial processes (E.g., Forecasting, financial planning), partnering closely with Finance and Strategic Insights & Analytics colleagues

• Partner with customer-facing teams to build robust dashboards and interfaces capturing account-level data


Basic Qualifications

• Bachelor's degree in business or scientific discipline

• 5+ years of experience in process excellence or business operations in a biotechnology, biopharma, or similar setting

Preferred Qualifications

• Exceptional stakeholder management skills and a proven ability to work and build rapport with key cross-functional partners

• Flexible and agile, with a willingness to tackle any type of challenge

• Keen attention to detail and a solutions-oriented mindset

• Ability to own and lead projects from ideation through implementation

• Ability to identify process inefficiencies and operational gaps and propose solutions

• Results driven and business oriented, a strong driver of change

• Strong communication and leadership skills

• Excellent analytical skills and ability to quickly synthesize data

• Deep desire to learn and grow in a rapidly scaling environment


Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.


About Foundation Medicine

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

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Internal applicants, please use your FMI email address.

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Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form.  (EOE/AAP Employer)

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