SOPHiA GENETICS
AI Implementation Manager, Digital Customer Experience
SOPHiA GENETICS, Boston, Massachusetts, us, 02298
AI Implementation Manager, Digital Customer Experience Join to apply for the
AI Implementation Manager, Digital Customer Experience
role at
SOPHiA GENETICS AI Implementation Manager, Digital Customer Experience 5 days ago Be among the first 25 applicants Join to apply for the
AI Implementation Manager, Digital Customer Experience
role at
SOPHiA GENETICS Get AI-powered advice on this job and more exclusive features. Are you a Customer Experience professional with hands-on experience leading AI initiatives from design through execution? Do you enjoy leveraging AI to optimize and automate processes, while partnering closely with executive leadership to drive impactful solutions?
Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application.
If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Customer Services Team as our new,
AI Implementation Manager, Digital Customer Experience
and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.
This is a hybrid opportunity, requiring 2-3 days onsite our corporate office in Boston, MA.
Our Mission
We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.
Your Mission
As a key member of the Global Customer Services team, you will lead the design and implementation of AI-driven solutions to improve customer support operations, automate routine interactions, and elevate the overall customer experience. You will collaborate cross-functionally with teams across R&D, Bioinformatics, Legal, Quality, and IT, playing a central role in our digital transformation roadmap.
The Value You Bring
AI-powered Tools Implementation and Management
Create AI use cases to simplify and automate key Customer Service processes (e.g. tickets triage, user management, predictive issue resolution, etc.) Improve customer experience through proactive and personalized support Generate actionable insights and drive continuous improvement across Customer Experience Select and test off-the-shelf AI solutions to enhance customer experience within a Customer Support team. Coordinate the deployment of AI-based decision-support tools with IT teams. Implement chatbots and automated ticket classification systems. Train teams on AI tools and track adoption. Measure productivity gains and the impact on customer satisfaction.
Customer Journey Optimization using AI and Data
Audit and map end-to-end customer journeys to identify pain points and continuous improvement opportunities. Actively contribute to the shift from reactive support to a proactive Customer Experience model in close collaboration with the team leaders and Sr. Director. Monitor key KPIs (NPS, CSAT), develop new indicators, and define continuous improvement action plans.
Creation of AI-Enhanced Training Content (for customers and internally)
Define a roadmap for producing engaging and targeted digital learning content, based on the Customer profiles. Use AI tools to personalize and scale content production and deployment. Monitor engagement rates, courses completion, and collect qualitative feedback to improve content and increase customer satisfaction and retention.
Requirements
Master’s degree in Computer Science, Bioinformatics, AI, or related fields Proven experience deploying AI solutions in a support or customer service setting 3–5 years in a similar role, combining customer support, technical account management, and project coordination Background in a regulated environment (healthcare, biotech, pharma) is a big plus Proficiency with customer support tools and CRMs (e.g., Jira, Zendesk, Salesforce) Good understanding of data workflows and system architectures Basic scripting skills (e.g., Python) is a plus Project management methodology Calm and methodical, with strong problem-solving skills Excellent communication, including with executive and cross-functional teams Proactive, structured, and results-oriented Strong team player with leadership potential
Benefits
You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.
Business recognition and accolades include:
World's most innovative companies (Top 10) World's smartest companies (Top 50) 100 Best Places to Work in Boston (2022-2025) Top 10 European Tech Startup Top 10 European biotechs startup to watch Top 25 East-Coast Biotech to watch
Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:
Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions, including $0 deductible plans options. Life and AD&D company provided Company 4% match 401K contributions Company-paid Short and long-term disability insurance 20 Days PTO (Increases with tenure), 5 sick days and 14 Public holidays recognized FSA commuter benefits Supplemental employee insurance options are available for Accident, Critical Illness, Hospital and Legal Voluntary Pet Insurance and Auto and Home options Employer Assistance Program free for all employees
Our DNA
Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous
Our Virtues
At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.
At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal
The process
We use the power of AI to help our partners make decisions. If you’re utilizing AI in your search and application process, why not use some of these prompts:
‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’ ‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’ ‘I am a *job title* - What can SOPHiA GENETICS offer my career?’
Apply now with your CV and any supporting information.
Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.
We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilize agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.
Start Date : ASAP
Location : Boston, MA - Hybrid, 2-3 days PW
Contract : PermanentSeniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesBiotechnology Referrals increase your chances of interviewing at SOPHiA GENETICS by 2x Get notified about new Implementation Manager jobs in
Boston, MA . Implementation Consultant-Customer MigrationsProject Manager, Pharma Information Management/GXPTechnical Enterprise Customer Success ManagerPrincipal Technical Project Manager - Data Boston, MA $97,000.00-$156,000.00 2 weeks ago Senior Manager - Customer Success (Technical Team) Boston, MA $116,000.00-$174,000.00 5 days ago Waltham, MA $129,600.00-$178,200.00 1 week ago Technical Project Manager, Client Onboarding (Cybersecurity)Project Manager, Programs and Facilities Waltham, MA $149,000.00-$205,000.00 1 week ago Business Process Operations- Project Manager United States $100,000.00-$130,000.00 3 days ago Senior Clinical Project Manager/Clinical Project Manager (Remote)Customer Success Manager, Amazon Robotics, FulfillmentFuels Application Support Technical Project Manager (Remote Eligible, U.S.) Boston, MA $86,000.00-$112,000.00 6 days ago Assistant Operations Manager (Wealth Management) Boston, MA $73,910.00-$111,320.00 47 minutes ago Customer Success Manager, Amazon Robotics, FulfillmentCustomer Success Manager, Amazon Robotics, FulfillmentSenior Medical Device Software Project Manager Waltham, MA $139,000.00-$191,000.00 3 days ago ServiceNow SecOps Implementation Manager We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
AI Implementation Manager, Digital Customer Experience
role at
SOPHiA GENETICS AI Implementation Manager, Digital Customer Experience 5 days ago Be among the first 25 applicants Join to apply for the
AI Implementation Manager, Digital Customer Experience
role at
SOPHiA GENETICS Get AI-powered advice on this job and more exclusive features. Are you a Customer Experience professional with hands-on experience leading AI initiatives from design through execution? Do you enjoy leveraging AI to optimize and automate processes, while partnering closely with executive leadership to drive impactful solutions?
Apply now, read the job details by scrolling down Double check you have the necessary skills before sending an application.
If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Customer Services Team as our new,
AI Implementation Manager, Digital Customer Experience
and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.
This is a hybrid opportunity, requiring 2-3 days onsite our corporate office in Boston, MA.
Our Mission
We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.
Your Mission
As a key member of the Global Customer Services team, you will lead the design and implementation of AI-driven solutions to improve customer support operations, automate routine interactions, and elevate the overall customer experience. You will collaborate cross-functionally with teams across R&D, Bioinformatics, Legal, Quality, and IT, playing a central role in our digital transformation roadmap.
The Value You Bring
AI-powered Tools Implementation and Management
Create AI use cases to simplify and automate key Customer Service processes (e.g. tickets triage, user management, predictive issue resolution, etc.) Improve customer experience through proactive and personalized support Generate actionable insights and drive continuous improvement across Customer Experience Select and test off-the-shelf AI solutions to enhance customer experience within a Customer Support team. Coordinate the deployment of AI-based decision-support tools with IT teams. Implement chatbots and automated ticket classification systems. Train teams on AI tools and track adoption. Measure productivity gains and the impact on customer satisfaction.
Customer Journey Optimization using AI and Data
Audit and map end-to-end customer journeys to identify pain points and continuous improvement opportunities. Actively contribute to the shift from reactive support to a proactive Customer Experience model in close collaboration with the team leaders and Sr. Director. Monitor key KPIs (NPS, CSAT), develop new indicators, and define continuous improvement action plans.
Creation of AI-Enhanced Training Content (for customers and internally)
Define a roadmap for producing engaging and targeted digital learning content, based on the Customer profiles. Use AI tools to personalize and scale content production and deployment. Monitor engagement rates, courses completion, and collect qualitative feedback to improve content and increase customer satisfaction and retention.
Requirements
Master’s degree in Computer Science, Bioinformatics, AI, or related fields Proven experience deploying AI solutions in a support or customer service setting 3–5 years in a similar role, combining customer support, technical account management, and project coordination Background in a regulated environment (healthcare, biotech, pharma) is a big plus Proficiency with customer support tools and CRMs (e.g., Jira, Zendesk, Salesforce) Good understanding of data workflows and system architectures Basic scripting skills (e.g., Python) is a plus Project management methodology Calm and methodical, with strong problem-solving skills Excellent communication, including with executive and cross-functional teams Proactive, structured, and results-oriented Strong team player with leadership potential
Benefits
You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.
Business recognition and accolades include:
World's most innovative companies (Top 10) World's smartest companies (Top 50) 100 Best Places to Work in Boston (2022-2025) Top 10 European Tech Startup Top 10 European biotechs startup to watch Top 25 East-Coast Biotech to watch
Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:
Outstanding Medical (with Telemedicine), Dental, and Vision Plan with 90% employer contributions, including $0 deductible plans options. Life and AD&D company provided Company 4% match 401K contributions Company-paid Short and long-term disability insurance 20 Days PTO (Increases with tenure), 5 sick days and 14 Public holidays recognized FSA commuter benefits Supplemental employee insurance options are available for Accident, Critical Illness, Hospital and Legal Voluntary Pet Insurance and Auto and Home options Employer Assistance Program free for all employees
Our DNA
Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous
Our Virtues
At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.
At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal
The process
We use the power of AI to help our partners make decisions. If you’re utilizing AI in your search and application process, why not use some of these prompts:
‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’ ‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’ ‘I am a *job title* - What can SOPHiA GENETICS offer my career?’
Apply now with your CV and any supporting information.
Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.
We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilize agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.
Start Date : ASAP
Location : Boston, MA - Hybrid, 2-3 days PW
Contract : PermanentSeniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesBiotechnology Referrals increase your chances of interviewing at SOPHiA GENETICS by 2x Get notified about new Implementation Manager jobs in
Boston, MA . Implementation Consultant-Customer MigrationsProject Manager, Pharma Information Management/GXPTechnical Enterprise Customer Success ManagerPrincipal Technical Project Manager - Data Boston, MA $97,000.00-$156,000.00 2 weeks ago Senior Manager - Customer Success (Technical Team) Boston, MA $116,000.00-$174,000.00 5 days ago Waltham, MA $129,600.00-$178,200.00 1 week ago Technical Project Manager, Client Onboarding (Cybersecurity)Project Manager, Programs and Facilities Waltham, MA $149,000.00-$205,000.00 1 week ago Business Process Operations- Project Manager United States $100,000.00-$130,000.00 3 days ago Senior Clinical Project Manager/Clinical Project Manager (Remote)Customer Success Manager, Amazon Robotics, FulfillmentFuels Application Support Technical Project Manager (Remote Eligible, U.S.) Boston, MA $86,000.00-$112,000.00 6 days ago Assistant Operations Manager (Wealth Management) Boston, MA $73,910.00-$111,320.00 47 minutes ago Customer Success Manager, Amazon Robotics, FulfillmentCustomer Success Manager, Amazon Robotics, FulfillmentSenior Medical Device Software Project Manager Waltham, MA $139,000.00-$191,000.00 3 days ago ServiceNow SecOps Implementation Manager We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr