Associate Director, Area Customer Experience

About the Job:

The Associate Director, Area Customer Experience leads regional customer experience teams and supports the execution of customer engagement strategies aligned to broader Commercial objectives.

This role is responsible for operationalizing customer experience initiatives, managing regional performance, and improving end-to-end customer journey outcomes. The Associate Director partners with functional leadership to translate strategy into execution, while developing a high-performing team and driving continuous improvement across regional customer interactions.

Key Responsibilities:

• Strategy & Execution
  • Support execution of the customer experience strategy aligned to Commercial priorities
  • Translate functional strategy into regional plans and operational initiatives
  • Contribute insights and recommendations to improve customer experience programs
• Team Leadership
  • Lead, coach, and develop a team of Customer Experience Executives
  • Drive accountability for team performance, engagement, and development
  • Partner with leadership on workforce planning and team structure
• Operational Excellence
  • Oversee regional CX execution across customer touchpoints
  • Identify and implement process improvements and efficiency opportunities
  • Monitor CX metrics and drive continuous improvement actions
• Stakeholder Collaboration
  • Partner with internal stakeholders (Operations, Commercial, Medical Affairs, etc.)
  • Act as a key regional liaison, ensuring alignment and execution across functions
  • Provide input to leadership on customer insights and trends
• Customer & Business Impact
  • Build and maintain strong client relationships within assigned region
  • Ensure delivery of a consistent, proactive, and high-quality customer experience
  • Support initiatives that improve satisfaction, retention, and operational performance
• Comply with FMI's attendance policies

Qualifications:

Basic Qualifications:

• Demonstrated and proven experience within their area of work and 8+ years of equivalent professional experience
• 4+ years of management experience

Preferred Qualifications:

• Master’s degree (preferred)
• Experience across customer-facing functions (e.g., marketing, sales, professional services, training, support), with ability to apply cross-functional knowledge to improve CX outcomes
• Demonstrated ability to analyze data and trends, resolve complex customer issues, and operate independently within established objectives
• Strong problem-solving, communication, and stakeholder management skills, including ability to influence senior stakeholders and support executive-level discussions
• Effective planning and execution of moderately complex initiatives, with solid business acumen, analytical capability, and understanding of HIPAA and patient data privacy
• Understanding of HIPAA and the importance of patient data privacy
• Commitment to reflect FMI’s values: Integrity, Courage, and Passion

The expected compensation for this position based on the primary location of Remote is $134,720 - $168,400. The hourly rate is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. 

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