{"id":2194198,"url":"https://alion.io/job/mydna-customer-service-manager","title":"Customer Service Manager","company":{"id":680223,"name":"MYDNA","domain":"mydna.com","url":"https://alion.io/company/mydna-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Houston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":47000,"max_usd":85000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4621},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-29T21:09:17Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-26T00:08:25Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Our Purpose\nOur mission is to build a healthier and more connected world with precision health and genealogy services. We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.\nOur Values\nAll employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role. This is how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.\nPosition Overview\nWe are seeking a highly dedicated, metric-driven, and innovative FamilyTree DNA Customer Service Manager to lead our support operations and elevate our customer experience. This is not a traditional management role; we are looking for a leader who holds their staff to the highest standards of accountability and uses data to drive every decision.\nIn this role, you will be the primary architect of a seamless, value-driven journey for our customers. You will transcend conventional service by optimizing customer experience, enhancing group event experiences, and leveraging cutting-edge technology-including the responsible implementation of AI-to ensure every interaction fosters trust and long-term loyalty.\nAccountabilities and Responsibilities\nMetric-Driven Leadership & Accountability\nOversee and lead a team of 15-20 FamilyTreeDNA Customer Service Representatives across multiple teams, ensuring high performance and operational excellence.\nDrive staff accountability by conducting consistent 1:1 meetings and formal performance reviews; take decisive action when standards are not met by overseeing the disciplinary process and developing rigorous Performance Improvement Plans (PIPs) to course-correct or transition underperforming staff.\nEstablish, monitor, and enforce strict KPIs, Quality Assurance and performance metrics, utilizing data and feedback to identify trends and make high-level, data-driven decisions.\nWork alongside Customer Service Representatives to provide hands-on guidance, training, and support, improving customer interactions to ensure they are consistently positive and value-driven.\nMonitor order placement, test progress, and issue resolution to ensure all operational targets are met and customer trust is maintained.\n\nInnovation & System Integration\nDrive innovation by identifying and responsibly implementing tools to improve response times, accuracy, and customer self-service options.\nLead or support system migrations and implementations, ensuring transitions are seamless for both the staff and the customer base.\n\nOperational Excellence\nOversee the delivery of value-added services, including personalized recommendations and solutions that enhance the customer journey.\nCollaborate with logistics teams and CSRs to ensure the entire testing and delivery process is efficient and satisfies customer expectations.\nProvide guidance on complex tasks such as order placement, tracking test progress, and assisting customers with the interpretation of their DNA results.\n\nStrategic Support\nSupport the Group Administrator Program (GAP) and group events/conferences through meticulous planning, staffing management, and logistics coordination.\nCollaborate cross-departmentally to ensure a consistent brand experience across all touchpoints.\n\nPosition Requirements\nSkills and Knowledge\nA proven ability to manage 10-20 people, holding individuals accountable to defined goals and performance standards.\nStrong aptitude for critical thinking, problem-solving, and utilizing analytics to drive strategy.\nExceptional interpersonal skills and the ability to simplify intricate scientific or technical concepts for non-experts.\nExcellent organizational skills with a passion for customer-centric innovation.\nCapacity to thrive in a dynamic team environment and lead through change.\n\nExperience\nMinimum of 3 years of experience in a ticketing or call center leadership position.\nProven track record as a Customer Service Customer Experience Manager with a focus on metric-based process improvement.\nMandatory experience leading or participating in system migrations or software implementations.\nAdvanced competence in Microsoft, Zoho, and Google products.\nDemonstrated experience using AI tools responsibly to enhance workflow or customer outcomes.\nKnowledge of a foreign language or specific experience in the ancestry, genetics, or biotech industry is considered a significant plus.\n\nEducation\nBachelor’s degree in Product, Business, Marketing, or a related field.\n\nSchedule & Training\nTraining: Minimum of three weeks of on-the-job training is provided.\nWork Schedule (after training): Monday to Friday, with some Saturdays as required.\n\nKey Relationships / Stakeholders\nInternal Stakeholders\nVice President, Operations - reporting line, priorities, and performance reviews\nCustomer Service Team Leads and Representatives - direct leadership and development\nLaboratory Operations - sample status, turnaround times, and result-related inquiries\nProduct and IT teams - platform issues, tooling, and customer-facing improvements\nMarketing and Sales - promotional campaigns, volume forecasting, and messaging alignment\nCompliance and Privacy - handling of sensitive genetic and personal data inquiries\nPeople, Performance and Culture - hiring, performance management, and team development\n\nExternal Stakeholders\nCustomers across FamilyTreeDNA, myDNA, Inc., and Gene by Gene Laboratory Services product lines\nShipping and logistics partners - kit delivery and returns issues\nCustomer service platform and telephony vendors\nStrategic partners with shared customer touchpoints\n\nDecision Making\nDecisions this role makes alone\nDay-to-day team scheduling, workload allocation, and channel prioritization\nResolution of standard customer escalations, including goodwill gestures within approved limits\nUpdates to service scripts, macros, knowledge base content, and internal workflows\nCoaching actions and informal performance feedback for direct reports\n\nDecisions this role makes under guidance\nHiring decisions and team structure changes within approved headcount\nFormal performance management actions and compensation recommendations\nSelection or material changes to customer service tools and vendors\nChanges to service-level targets and published customer commitments\n\nDecisions this role escalates\nRefunds, credits, or remediation beyond approved authority limits\nLegal, regulatory, or privacy-sensitive matters, including potential data incidents\nMedia-sensitive or reputationally significant customer situations\nHeadcount additions or budget changes beyond the approved plan\n\nWhy Join Us\nAt Gene by Gene, you’ll join a mission-driven team advancing the science of genetics and discovery. You’ll have the opportunity to shape meaningful campaigns, tell compelling brand stories, and collaborate with talented professionals who share your passion for creativity, curiosity, and impact.\nComprehensive Benefits\nMedical & Health Savings: Choice of 3 medical tiers generously sponsored by the company, with a monthly $50-$100 employer HSA contribution based on plan type and dependent level.\n100% Covered Dental & Vision: No premium costs for employees or dependents.\n401(k) Matching: Generous 50% company match up to 6% of annual base salary.\nDiverse PTO Framework: Structured time off incorporating vacation, sick leave, mental health days, personal days, company holidays, and a flexible floating holiday.\nIncome Protection & Family Leave: Full company sponsorship of Short-Term and Long-Term Disability (STD/LTD) alongside Paid Family Leave offerings.","description_format":"text","description_chars":8072,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Genomics & Genetic Testing"],"lifecycle":[{"event":"open","at":"2026-10-09T18:49:34Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.782,"p_room":0.75,"age_days":25,"expected_fill_days":30,"reasons":["conf:0","win:late"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/mydna-customer-service-manager","json_url":"https://alion.io/job/mydna-customer-service-manager.json","meta":{"generated_at":"2026-10-26T00:31:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":704,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":680223},"rest":"https://alion.io/mcp/rest/get_company?id=680223"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmydna-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmydna-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmydna-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mydna-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmydna-customer-service-manager"}]}