AI implementation Manager, Digital Customer Experience

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? 

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.  

• 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 

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: Permanent