[Remote] Account Operations Manager (Northeast)

Note: The job is a remote job and is open to candidates in USA. Adaptive Biotechnologies is focused on transforming the way diseases are diagnosed and treated through the power of the adaptive immune system. The Account Operations Manager will drive the integration and utilization of the clonoSEQ® Assay in healthcare settings, ensuring seamless onboarding and providing training for clinical teams while collaborating cross-functionally to enhance the customer experience.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Skills

• 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
• 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) for a regulated healthcare product preferred

Benefits

• Equity grant
• Bonus eligible

Company Overview

• Adaptive Biotechnologies is a pioneer and leader in immune-driven medicine that aims to improve people’s lives by learning from the wisdom of their adaptive immune systems. It was founded in 2009, and is headquartered in Seattle, Washington, USA, with a workforce of 501-1000 employees. Its website is http://adaptivebiotech.com.

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