Manager, Onboarding & Connectivity (Remote)

Job Description

About questhealth.com

In the age of the ‘Quantified Self,’ we track everything from steps to reps to calories to beats – nudging small strides that can make a big difference. And while biometrics matter, the next wave of self-measurement are biomarkers – what’s going on inside – like complete blood count, vitamin levels, inflammation, presence of antibodies and infections. Tests that used to require a doctor's visit can now be purchased online. 

In the fall of 2022, Quest Diagnostics, a legacy B2B healthcare powerhouse and the world’s leading provider of diagnostic information services, re-launched its consumer website as questhealth.com to meet the growing demand for consumer-initiated testing. This e-commerce platform, now operated by Quest Consumer Inc. (a subsidiary of Quest Diagnostics), has helped to diversify Quest’s offerings, catering to the evolving needs of today’s modern consumer. questhealth.com enables convenient, affordable access to lab work and serves a greater purpose of inspiring and empowering people to have more control over their health journey.

Consumer testing has become a billion-dollar industry, bolstered by a slew of venture-backed players. But unlike these start-ups, Quest provides the same test hospitals use without a doctor's visit. Leveraging the latest HealthTech and MarTech, we stand apart by providing clinical-grade results straight to your device, in the same time it takes others to put a kit in the mail. 

How We Operate 

At Quest, we’re agents of change. We are a dedicated and insulated business within the enterprise. We are the growth engine of the company, charged to think fast, act faster and break the mold. We move at the speed of a start-up while standing on the shoulders of a giant. By design, we don't all have healthcare experience, but miles of consumer and product experience. We are defining the future of human data science. So, at our core, questhealth.com starts with technology and ends with the user…and find incredible ways to connect the two. 

The business development team focuses on identifying and building relationships with third parties to improve the questhealth experience as well as bringing the power of Quest to other consumer brands.

What we believe 

• We believe in a results-driven workplace. All that matters are results. We measure success by output, not input. 

• We believe in a virtual workplace. To get the best talent we need to cast the widest net. We hire from anywhere in the US. Technology allows us to come together without always being together. But when we do meet up IRL -- we make the very most of it. 

• We believe in a diverse workplace. Come as you are and come with a point of view. High performing teams require diversity of thinking – reflected through unique identities, cultural, styles and personal experiences we love to celebrate. 

Overview of Position

This position will support the: Onboarding & Connectivity, Sr. Manager, Consumer Initiated Testing (CIT) Team to lead the onboarding of consumer partnerships (B2B and B2C). Responsibilities include, but not limited to:

• Support Onboarding & Connectivity, Sr. Manager with daily operations for new partner onboarding
  • Lead onboarding and manage daily operations/logistics partners for at-home collection and at-home test kits for Quest’s direct sales website.
    • Support and drive integration with a multitude of partners, focusing on API partners, as well as other partner types from high-level concept to operational delivery and initial go-live period. 
    • Manage day-to-day of new relationships for onboarding and initial launch.
    • Be main point of contact for partners with integration questions.
    • Setup and optimize partner operations for new partners.
    • Build and refine the Partner Onboarding Playbook. 
    • Track, analyze, and report key performance data by partnership and/or product

    • Translate corporate, medical, and regulatory guidelines that impact customer experience.

    • Coordinate quality assurance tests with QA team for API Partners prior to go-live.

    • Coordinate marketing teams for content and brand use reviews.

    • Develop, track, analyze, execute against Partner account plans, and communicate key quantitative metrics internally and to partners for launch and in initial go-live period (3-6 months).

    • Prepare and share weekly and monthly Partnership success metrics for initial go-live period and package insights into slide output to facilitate structured executive engagement and decision making

    • Track and analyze internal Partner onboarding performance: steps of integration and speed to complete, ability to move customers through funnel, financial metrics (sales revenue, recognized revenue, and refunds/ cancellation impact). Reporting available internally and to partner.

    • Data tracking of customer service issues and impacts to sales revenue and recognized revenue. Reporting available internally and to Partners.

    • Identify and communicate CIT Team-wide risks or roadblocks to current or new relationships; work with Onboarding and Connectivity, Sr. Manager and leadership to plan mitigation steps and resolutions.

    • Create – with some guidance from Onboarding and Connectivity, Sr. Manager – a playbook for onboarding Partners for every business model. This will include assets for internal teams and a version for external audiences.

    • Drive continuous improvement for CIT team and Partners through project management processes, recommendation of tools used & updating playbooks and processes where needed.

Responsibilities:

• To be successful in this role, you will:

• Own relationships with strategic at-home test kit and fulfilment partners for direct sales and B2C marketplaces, including: 

  • coordinate new product launches, 

  • troubleshoot integration and customer service issues, 

  • manage inventory, and 

  • reconcile invoices.

• Engage in pre-sales activity with business development team and propose solution(s) that meet partner needs for integration.

• Represent CIT Team in Partner meetings with executives from other companies.

• Give practical advice on the use of Quest APIs and ancillary tools to Partners and Prospects.

• Analyze and troubleshoot complex technical integration problems and propose effective solutions.

• Resolve – proactively – business and technical issues for Partners and serve as their internal advocate during the integration and initial go-live period

• Document partner questions and identify best practices related to customer success strategies (i.e., FAQ and Best Practices).

• Collaborate with Operations, Customer Service support, and Engineering teams for complex escalations that require direct contact with top Partners.

• Communicate complex technical details to technical and non-technical customers.

Qualifications:

Required WorkExperience: 

• A bachelor’s degree or higher or equivalent experience 

• 4-7 years of relevant experience in business strategy/ consulting, business development, B2B operations or related experience in high growth start-up

• Business Development, Account Management or client-facing role

• eCommerce 

• Platform-oriented D2C or B2B businesses

• Bachelor’s degree or equivalent

Preferred Work Experience: 

• MBA or equivalent

• 4+ years of relevant experience in business strategy/ consulting, business development, B2B operations or related experience in high growth start-up 

• Retail and Healthcare experience 

Physical and Mental Requirements: 

• Perform job duties with frequent interruptions or distractions 

• Manage multiple priorities, agile in adjusting priorities quickly

• Working on a computer for long periods of time

• Periodic travel – no more than 3 weeks per quarter (not continuous)

Knowledge and Skills:

• Have a customer-centric approach and the ability to build positive partnerships with internal and external stakeholders to optimize performance and customer experience. 

• Have or ability to quickly develop technical knowledge of APIs, diagnostics testing industry, and logistics/ operations for physical good delivery (test kits)

• Have strong Excel and data analytics capabilities, including comfort building financial models and inventory forecasts to inform decision making. 

• Have strong presentation skills – ability to tell a data-driven story to inform decision making 

• Have a demonstrated track record of multi-tasking and coordinating efforts across multiple stakeholders, including product, engineering, business development, analytics, and marketing.

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Quest Diagnostics honors our service members and encourages veterans to apply.

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.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.