Manager, Guest Experience

Help us change lives

At Exact Sciences, we're helpingchange 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

The Manager, Guest Experience, will lead a team of professionals who are responsible for reception, overall guest experience, and mail operational duties that provides world class service to internal and external employee, contractors, and customers that enter buildings within the Exact Sciences' campuses. This role will collaborate with internal stakeholders, cross-functional teams, and external vendors to oversee the logistics and coordination of visitor management, event support, and mail distribution, and will collaborate across departments to support projects to ensure business objectives are met and accomplished on time and meet quality standards. Oversee daily operations of the corporate headquarters mailroom, including efficient handling, sorting, and distribution of incoming/outgoing mail and packages, and ensure compliance with security protocols and company policies. Continuously improve processes for enhanced efficiency and reduced costs, and lead training of mailroom staff for high service levels.

This role will also work cross-departmentally to ensure world-class tour experiences such as implementation and logistics of all activities related to our laboratory tours.

This is a hybrid role is located in Madison, WI.

Essential Duties

Include, but are not limited to, the following:

• Lead a team of guest experience and mail operation professionals across multiple Exact Sciences locations (including international support) providing day-to-day support to team members and their respective locations.
• Oversee daily mail operations across multiple Exact Sciences locations.
• Establish guest experience team goals and report on monthly metrics.
• Develop, review, and update standard operating procedures (SOPs) for guest experience and mail room responsibilities.
• Lead process improvement initiatives with the guest experience and mail room teams.
• Provide guidance, coaching, and training to all new incoming team members as well as provide ongoing training to current staff, such as developing training programs that effectively implement all company policies and procedures.
• Uphold exceptional appearance of front desk areas and ensure they are always in an orderly state.
• Receive incoming calls, manage requests for information/assistance, and route other calls.
• Handle confidential and business critical information.
• Anticipate and address internal and external guests' needs.
• Welcome and acknowledge all guests utilizing the 10/5 rule.
• Act as first point of contact for all activities and emergencies in the lobby and remain alert at all times.
• Serve as point person and take ownership of any challenges that may arise within guest experience or mail room functions by resolving them or following escalation procedures, as required.
• Supervise staff; including, but not limited to, organize, and prioritize work, write/conduct performance reviews, train/develop, and manage work performance.
• Communicategoals clearly to employees to ensure understanding and success in achieving them.
• Motivateandinspireemployees to do their best work through coaching.
• Maintainmorale and support employee engagement initiatives.
• Adaptable to rapid changes in priorities, strong sense of urgency, and able to identify ways to work together to achieve results needed for all requests.
• Strong planning and organizational skills.
• Excellent oral and written communication and interpersonal skills.
• Excellent internal and external facing customer service skills.
• 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 work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to lift up to 40 pounds for approximately 10% of a typical working day.
• Ability to work seated for approximately 90% of a typical working day. Ability to work standing for approximately 10% of a typical working day.
• Ability and means to travel 90% between Exact Sciences Madison locations.
• Ability to travel 5% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

• Bachelor's Degree in Hospitality/Customer Service Management, Hotel and Restaurant Management, Public Administration, Business Administration, or field as outlined in the essential duties; or an Associate's Degree in Hospitality/Customer Service Management, Hotel and Restaurant Management, Public Administration, Business Administration, or field as outlined in the essential duties and 2 years of relevant experience as outlined in the essential duties in lieu of Bachelor's Degree; or a high school diploma and 4 years of relevant experience as outlines in the essential duties in lieu of Bachelor's Degree.
• 3+ years of project coordination experience.
• 2+ years of indirect/direct leadership experience.
• Proficient in Microsoft Office Programs, such as Word, Excel, PowerPoint, Teams, and One Note as well as audio visual equipment.
• Authorization to work in the United States without sponsorship.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
• This position is expected to be onsite at least 3 days of each work week in Madison, WI.

Preferred Qualifications

• 3+ years of project management experience.
• 3+ years of direct leadership experience.
• Coursework or professional working knowledge in hospitality, event planning, group events, or corporate tours.
• Demonstrated experience leading mail room operations.
• Demonstrated progressive responsibility in a related industry where delivering an experience to consumers is the core of the organization.
• Demonstrated familiarity with visitor management software.

Salary Range:

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.