This position works closely with the Consumer Initiated Testing (CIT) Operations Team to ensure the customer journey is smooth and frictionless. They will engage with the broader CIT Team and supporting teams to solve issues and work in our lower environments to test new and existing products and features with the goal of setting our customers and supporting teams up for success when products are live and in production. As our product and partnerships evolve, account management duties and client relationship management will be required. CIT operates the questhealth.com website.

To be successful in this role, you will:

• Assist in developing and executing complex, cross-functional CIT projects, and initiatives to drive growth and scale world-class experience for our consumers; have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders.
• Research IT Tickets (Level I) including checking multiple systems trying to determine breakdown work in tandem with agile coach to identify where tickets should be assigned and communicate resolution to broader team(s)
• Pull and analyze reports from multiple systems (Quanum, informatics, Sales Force, Stripe) to assist in creating/ tracking operational success metrics with the intent to share across the CIT team to support data-driven decisions.
• Create and update training materials and documentation around product release and enhancements, working in lower environments to understand workflows and customer experience coordinate and provide updates to internal partners such as customer service, patient service and lab operation teams.
• Manage the CIT team fee schedule(s) and special quote activity by working with the Quest pricing team. Partner with our billing resources to monitor orders that are hung up in the system due to pricing or system issues. Align with finance and operations on discrepancies.
• Help coordinate and facilitate end to end testing both happy path and edge cases
• Proactively evaluate consumer needs and requirements to create optimal user experience
• Account management duties on Testing as a Service accounts which includes but isnt limited to: supporting multiple initiatives focusing on internal and external relationship management, presenting service model capabilities, problem resolution and process improvement initiatives as required. Coordinate and facilitate periodic client/program updates (internally and externally) via conference call or in person. Actively communicate service delivery requirements and assist in driving and delivering operational excellence.
• Have a customer-centric approach and the ability to build positive partnerships with internal and external CIT stakeholders to optimize performance and customer experience.

Preferred Education: Bachelor's degree or equivealent

Required Work Experience:

• 2-4 years of relevant experience in business strategy/ consulting, operations, investment banking or related; experience in high growth start-up
• 2 4 years of experience in an Account Management, Sales Support or customer facing role
• 2 4 years in a laboratory or diagnostic environment preferred

Preferred Work Experience:

• Ability to navigate through QLS, QBS Quanum and Sales Force
• 5 years of relevant experience in business strategy/ consulting, operations, investment banking or related; experience in high growth start-up
• Retail, supply chain, logistics and/or eCommerce
• Platform-oriented businesses
• Inventory management
• Volume and/or budget forecasting
• CX design
• Healthcare

Knowlege and Skills:

• A combination of strategic and analytical thinking, an interest in innovating to solve business problems creatively and a willingness to hit the ground running.
• Explorer the ability to self-serve, investigate and get the data we require will make you more effective in this role
• A get it done attitude bias toward action, great collaboration master of disambiguation constantly pushing toward clarity and delivery
• Exceptional communication and organization skills with ability to communicate complex ideas and issues clearly
• Comfort with ambiguity and asking clarifying questions
• Ability to adjust priorities quickly as circumstances dictate
• A self-starter with ability to multi-task

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Quest Diagnostics is an equal employment opportunity employer. Our policy is to recruit, hire and promote qualified individuals without regard to race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other status protected by state or local law. Quest Diagnostics observes minimum age requirements established by federal, state and/or local laws, and will ask an applicant for verification when deemed necessary.