Partner Operations & Support Lead, Health Systems at Color Genomics
Burlingame, CA, US
Color believes that everyone deserves access to high-quality information they can use to improve and maintain their health. We are transforming how entire populations receive access to critical health information, including their genetics, by removing financial, educational, technological, and geographic barriers. 
 
The Partner Operations & Support Lead, Health Systems, will help support and build Color’s growing Health System and Population Health partnerships. The role will be the first line of contact and support for our partners -- a leader in establishing an “11-star experience” for our partners in their program implementations. The role will partner closely Color’s health system partners to ensure successful deployment, adoption, and utilization of Color’s service, leading to customer value and the ongoing success of our partnerships.
 
The role’s main areas of responsibilities will include: 
  • Acting as the nucleus across all departments by working with the operations, engineering, product, business, and lab teams on prompt handling of partner questions and issues
  • Communicating customer experiences to broader Color team as part of continuous development and improvement
  • Proactively triaging, troubleshooting, and resolving operational questions and issues, and escalating customer issues to leadership to ensure issues are appropriately addressed 
  • Building partner-specific dashboards to understand key metrics, demonstrate sources of value back to our partners, and proactively identify challenges and opportunities
  • Acting as a day-to-day project manager and partnering with our customers’ project managers
  • Contributing to development of the health system team's internal tools, processes and procedures, and tracking metrics.
  • Providing contracting, invoicing, and billing support
 
Qualifications:
  • 2+ years in Customer Support, Partner Management, Customer Success, or Operations
  • Strong communicator: Able to credibly and compellingly interact with business and clinical leaders at our partners 
  • Detail-oriented: Highly focused on accuracy and completeness
  • Proactive: Independently capable of seeking information, solving complex interpersonal or operational problems, persuading and aligning resources, and delivering results 
  • Disciplined: Ruthless about prioritization 
  • High-energy, team-first attitude: Motivated to help us succeed in a fast-paced and often ambiguous environment 
  • A passion for Color’s mission and business