POSITION SUMMARY:

Natera is seeking a Project Manager to lead both technical and non-technical projects that drive innovation, efficiency, and automation within our Customer Experience (CX) organization. This role will play a pivotal part in integrating AI, Robotic Process Automation (RPA), and workflow automation tools to enhance CX operations and overall business performance. The ideal candidate will have a strong background in project management, process optimization, and AI/RPA implementation, as well as experience working with CRM platforms like Salesforce.

QUALIFICATIONS

• 3+ years of experience in project management, business process improvement, or related roles.
• Bachelor’s degree in biology, healthcare, IT, business, or a related field (equivalent experience may be considered).
• Experience implementing Salesforce automation features and workflow optimizations.
• Familiarity with AI and RPA integration in Customer Experience or Data Operations.
• Strong ability to analyze and improve business processes using automation and technology.
• Proficiency in project management methodologies, frameworks, and tools (e.g., Smartsheet, Monday.com, Notion).
• Strong problem-solving skills, adaptability, and ability to work independently in a fast-paced environment.

PREFERRED QUALIFICATIONS

• Problem analysis and problem-solving skills
• Excellence in attention to detail and organization skills
• Experience with Lab Information Management Systems (LIMS).
• Proficiency in SQL for data analysis and automation workflows.
• Background in healthcare, biotech, MedTech, or digital transformation industries.
• Strong understanding of PHI, PII, and regulatory compliance in healthcare settings.

• Lead and execute projects that improve customer experience workflows, automation, and operational efficiencies.
• Maintain essential project documentation, including change requests, risk logs, action item trackers, and project charters.
• Monitor project timelines, milestones, and deliverables, escalating risks as necessary.
• Present data-driven insights, process improvements, and project updates on project progress, impact assessments, and key performance indicators to leadership.
• Manage the integration and implementation of AI, RPA, and automation technologies into existing systems (e.g., Salesforce), including the oversight of pilots before broader roll-outs
• Configure and manage Salesforce automation features (e.g., Omnichannel, Agent Chatbots).
• Support the scaling of RPA solutions for process improvement across Customer Experience and Data Entry teams.
• Develop, document, and optimize technical and non-technical workflows across multiple teams.
• Collaborate with cross-functional teams (Engineering, Data Science, IT, CX, Data Entry) to drive project success.
• Develop KPIs and performance metrics to track project effectiveness and business impact.
• Provide mentorship and peer-to-peer guidance within the project management team.
• Ensure compliance with PHI and PII regulations when handling sensitive data.