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Position Overview

The Account Operations Manager plays a critical role in driving the successful integration and utilization of Adaptive Biotechnologies clonoSEQ Assay into diverse healthcare settings. With expansive operational expertise and clinical fluency in hematologic disease and MRD testing, the Account Operations Manager translates strategic initiatives into scalable solutions that enhance the end-user experience and accelerate adoption. This customer-facing position leads the design and implementation of tailored diagnostic workflows, ensuring seamless onboarding, and providing comprehensive training for clinical teams.

Working cross-functionally with field-based teams and internal stakeholders, individuals in this role serve as a trusted partner in navigating complex healthcare systems, supporting EMR integration, and optimizing clonoSEQ testing. The Account Operations Manager is instrumental in shaping the customer journey, educating stakeholders on new support offerings, and contributing to continuous advancements across the diagnostics business.

Key Responsibilities And Essential Functions

Customer Onboarding & Workflow Execution

Manage institution-specific onboarding requirements and develop customized workflows tailored to each account's operational and clinical needs.
Lead virtual or in-person trainings for key ordering personnel and support go-live readiness for diagnostic integrations in non-hospital and academic hospital institutions.

Clinical & Operational Support

Apply working knowledge of hematologic disease biology, specimen handling, and MRD testing guidelines to support workflow implementation.
Serve as a resource to internal teams and external stakeholders, helping ensure workflows align with standards of care and institutional protocols.
Collaborate with sales and customer operations to ensure efficient and effective communication with clinicians and their teams.

Cross-Functional Collaboration

Partner with sales, field medical, reimbursement, digital health, and customer operations to ensure cohesive execution of account strategies and business goals.
Act as a liaison to support priority internal initiatives requiring customer engagement and feedback.

Technical Enablement & EMR Support

Support EMR integration efforts by partnering with technical teams and engaging existing and prospective integration targets.
Help customers leverage embedded decision support tools to drive diagnostic adoption. Facilitate cross-functional training efforts, enable operational readiness for integration go-live, and coordinate ongoing integrated workflow optimization.
Provide feedback to internal stakeholders to inform future integration strategies.

Customer Engagement & Education

Build and maintain strategic relationships with customers, driving satisfaction through superior service and execution.
Educate customers on new support offerings to maximize brand performance, ensuring alignment with evolving clinical and operational goals.

Operational Excellence & Insights

Ensure accurate and timely delivery of insights related to new prospects and account health.
Assist in analyzing trends and providing business context to help identify and advance key growth initiatives.
Monitor account performance metrics and share observations that inform operational strategies and improvements.

Team Leadership & Mentorship

Provide training and guidance to new Account Operations team members in coordination with leadership.
Foster a culture of collaboration, growth, and continuous improvement across the Account Operations team.

All other duties as assigned

Required

Position Requirements (Education, Experience, Other)

Bachelors + 7 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
Masters + 5 years of related experience in healthcare operations, customer service, account management, or diagnostics/biotech industry.
Strong customer and patient focus with demonstrated understanding of HIPAA requirements.
Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure.
Experience navigating complex workflows and supporting academic, community, and integrated delivery network healthcare organizations.
Effective and professional communication skills for engagement with both internal cross-functional partners and external customers.
Proven ability to work in a team environment and influence outcomes in a matrixed organization.
Strong attention to detail and meticulous data entry skills.
Ability to autonomously and proactively manage multiple tasks to completion in a dynamic setting.
Recognized for operational execution and customer-centric problem solving.

Preferred

24 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) for a regulated healthcare product preferred.

Working Conditions

Some travel required (15 - 20%)
Daily use of a computer and virtual communication tools; must be able to read, write, and communicate clearly in digital formats

Compensation

Salary Range: $101,600 - $152,400

Other Compensation Elements Include

equity grant
bonus eligible

ALERT: Malicious groups posing as Adaptive employees have recently used fraudulent email aliases to extend employment offers, provide fake documents, and request sensitive personal and financial information. Legitimate Adaptive employment opportunities are initiated through our careers page and extended after multiple interviews with verified employees. Adaptive does not ask new hires to purchase anything out-of-pocket, including home office supplies and equipment.

Interested in this position, but don't meet all the requirements Adaptive is committed to building diverse, equitable, and inclusive teams across our organization. Please consider applying even if your experience doesn't match all the qualifications; you may be the exact candidate we're searching for!

Adaptive is not currently sponsoring candidates requiring work authorization support for this position.

Adaptive's posted compensation information includes a base salary (or hourly rate) range and summary of other available total compensation. The base salary range represents a minimum-to-maximum salary (or hourly rate) available to candidates upon extension of offer. Base salary is thoughtfully considered upon offer and is determined through multiple evaluation checks throughout the interview process, including: a candidate's ability to meet minimum qualifications (skills/experience/education), a candidate's ability to thoughtfully address preferred qualifications, current market conditions, and internal pay equity. Listed base salary is exclusive of bonus, commission, equity, differential pay, benefits, and other incentives.

Adaptive's benefits at-a-glance.

Adaptive Biotechnologies is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. Please refer the Know Your Rights: Workplace Discrimination is Illegal Poster for more information. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email [HIDDEN TEXT].

If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail [HIDDEN TEXT]. This email is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

NOTE TO EMPLOYMENT AGENCIES: Adaptive Biotechnologies values our relationships with our Recruitment Partners and will only accept resumes from those partners who have active agreements with Adaptive. Adaptive Biotechnologies is not responsible for any fees related to resumes that are unsolicited or are received by any employee of Adaptive Biotechnologies who is not a member of the Human Resources team.

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