Help us change lives

At Exact Sciences, we’re helping change how the world prevents, detects and guides treatment for cancer. We give patients and clinicians the clarity needed to make confident decisions when they matter most. Join our team to find a purpose-driven career, an inclusive culture, and robust benefits to support your life while you’re working to help others.

Position Overview

Exact Science’s Customer Digital & Experience (CX) team is responsible for defining, driving, and delivering innovative, immersive, memorable customer-centric journeys for all of our customers, across all channels (digital and physical). These journeys are grouped by Customer Types (e.g., Patient, Provider) and further categorized into a set of Experiences (e.g., Getting Screening, Understanding Treatment Options). Each Experience has a set of specific, measurable Objectives and Key Results (OKRs) that the overall team is accountable for fulfilling.

The Senior Director of Outreach and Adherence will lead the strategic planning, development, and implementation of outreach programs aimed at improving patient or customer adherence and engagement, ensuring compliance with Exact Sciences’ screening and precision oncology tests. Building upon the existing adherence program, this role will be responsible for improving efforts and spearheading new outreach methods through research and experimentation. This role requires a seasoned professional with deep experience in managing multi-channel programs, who can drive innovation and lead a multidisciplinary team to achieve measurable outcomes.

Essential Duties

Include, but are not limited to, the following:

Develop and execute a comprehensive outreach and adherence strategy across our portfolio of products and audience types that aligns with the organization’s mission, vision, and goals.Identify and leverage new opportunities to enhance outreach efforts, particularly in underserved communities or populations.Ensure that outreach and adherence initiatives are evidence-based, patient-centered, and culturally competent.Design, implement, and evaluate outreach programs aimed at improving patient adherence to prescribed treatments or interventions.Collaborate with content strategists and stakeholders to tailor programs that meet the needs of specific populations and specific order types.Oversee the creation of materials and resources that support outreach and adherence efforts, ensuring they are accessible and effective.Developing and driving the outreach and adherence strategy across all Customer Types and different touchpoints (i.e., physical (letters, packaging, etc.) and digital) based, in part, on:Extensive awareness of each outreach method’s strengths and limitations relative to market trends, competitive analysis, consumer expectations, and market/industry opportunities and evolution.Absorbing, understanding, and translating internal data metrics and analysis.Partner with Customer Journey Orchestration team to establish an efficient, stable, and future thinking practice for CX and Marketing.Establish and maintain strong relationships with external partners, including community organizations, healthcare providers, and other key stakeholders.Work closely with internal departments, such as Marketing, Business Units, laboratory, and Clinical Operations, to ensure a coordinated and compliant approach to outreach and adherence.Represent the organization at conferences, meetings, and other events to promote outreach and adherence initiatives.Utilize data and analytics to track the effectiveness of outreach and adherence programs, identifying areas for improvement and making data-driven decisions.Report on program outcomes to senior leadership, and other stakeholders, providing insights and recommendations for future initiatives.Ensure compliance with all regulatory and reporting requirements related to outreach and adherence programs.Develop and manage the budget for the outreach and adherence department, ensuring resources are allocated effectively and efficiently.Effectively manage, support, and guide your team, including, but not limited to delegating tasks and responsibilities, assess employee performance and provide helpful feedback and training opportunities.Consistent demonstration of exceptional leadership qualities, including, but not limited to the ability to attract and retain the best team, foster a culture of high performance, lead with integrity, humility, accountability, and courage, and set a clear vision to energize teams towards the future.   Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.Support and comply with the company’s Quality Management System policies and procedures.Maintain regular and reliable attendance.Ability to act with an inclusion mindset and model these behaviors for the organization.Ability to travel 25% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

Bachelor’s degree in business administration, healthcare administration, or field as outlined in the essential duties.10+ years of experience in customer experience, customer outreach, and customer adherence, with 9+ years working within a large or complex organization.5+ years’ experience leading people/teams.Proven track record of developing and implementing successful multi-channel outreach and adherence programs that leverage content strategies.Experience working with diverse populations and understanding of cultural competency in healthcare.Ability to turn complex cross-channel interactions into intuitive, seamless user experiences.Excellent written and verbal communication skills, with the ability to agilely adapt to the respective audience.Expert understanding of CDP and CJO platforms and tools.Deep understanding of SMS, Email, Print, and Telephony methods of outreach.Knowledge and understanding of the capabilities and limitations of HTML, CSS, JavaScript & development platforms (e.g., SiteCore).Demonstrated ability to perform the essential duties of the position with or without accommodation.Authorization to work in the United States without sponsorship.

Preferred Qualifications

Experience in the healthcare, public health, or social services sectors.Knowledge of healthcare regulations and compliance standards.#LI-CL1

Salary Range:

$204,000.00 - $326,000.00

 

The annual base salary shown is for this position located in US - WI - Madison on a full-time basis. In addition, this position is bonus eligible, and is eligible to receive company stock upon hire as well as annually.

Exact Sciences is proud to offer an employee experience that includes paid time off (including days for vacation, holidays, volunteering, and personal time), paid leave for parents and caregivers, a retirement savings plan, wellness support, and health benefits including medical, prescription drug, dental, and vision coverage. Learn more about our benefits.

Our success relies on the experiences and perspectives of a diverse team, and Exact Sciences fosters a culture where all employees can develop personally and professionally with a sense of respect and belonging. If you require an accommodation, please contact us here.

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We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Any applicant or employee may request to view applicable portions of the company’s affirmative action program.

To view the Right to Work, E-Verify Employer, and Pay Transparency notices and Federal, Federal Contractor, and State employment law posters, visit our compliance hub. The documents summarize important details of the law and provide key points that you have a right to know.