Account Operations Lead (West)

At Adaptive, we’re Powering the Age of Immune Medicine.  Our goal is to harness the power of the adaptive immune system to transform the way diseases are diagnosed and treated.

As an Adapter, you’ll have the opportunity to make a difference in people’s lives. With Adaptive, you’ll create a career highlight through collaboration with bright, curious colleagues working at the apex of innovation and application.

It’s time for your next chapter. Discover your story with Adaptive.

 

Position Overview

The Account Operations Lead supports the successful integration and utilization of Adaptive Biotechnologies’ clonoSEQ® Assay into diverse healthcare settings. With strong attention to detail and a strategic focus, the Account Operations Lead helps to create scalable solutions that enhance the end-user experience and accelerate clonoSEQ adoption. This customer-facing position supports diagnostic workflow creation, timely customer onboarding, and provides comprehensive training for clinical teams. 

Working cross-functionally with field-based teams and internal stakeholders, individuals in this role partner to navigate unique healthcare systems, support EMR integration, and optimize clonoSEQ testing. The Account Operations Lead supports a best-in-class customer experience, educating stakeholders on support offerings, and contributing to continuous advancements across the diagnostics business.

Key Responsibilities and Essential Functions 

Customer Onboarding & Workflow Execution

• Support institution-specific onboarding requirements and develop customized workflows tailored to account needs.
• Provide virtual or in-person training and customer support.
• Participate in go-live readiness efforts for diagnostic integrations in non-hospital and academic hospital institutions.

Clinical & Operational Support

• Partner with internal and field-based teams to ensure optimal integration of clonoSEQ testing into diverse healthcare systems.
• Collaborate with sales and customer operations to ensure efficient and effective communication with clinicians and their care teams.

Cross-Functional Collaboration

• Partner with sales, field medical, reimbursement, digital health, and customer operations to support 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

• Provide operational support for EMR integrations including cross-functional training efforts, operational go-live readiness, and ongoing integrated workflow optimization.
• Provide feedback to internal stakeholders to inform future integration strategies.

Customer Engagement & Education

• Build and maintain strategic relationships with customers and drive 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 Insight

• Provide analytic support related to new prospects and account health.
• Monitor account performance metrics and share observations that inform operational strategies and improvements.

Team Support

• Contribute to a culture of collaboration, growth, and continuous improvement across the Account Operations team.

All other duties as assigned

Position Requirements (Education, Experience, Other)

Required

• Bachelors + 5 years of related experience in healthcare operations, account management, customer service, diagnostics, or biotech.
• Masters + 3 years of related experience in healthcare operations, account management, customer service, diagnostics, or biotech.
• Strong customer and patient focus with demonstrated understanding of HIPAA requirements. 
• Familiarity with EMR/EHR systems, LIS platforms, and healthcare infrastructure. 
• Effective and professional communication skills for engagement with both internal stakeholders 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 manage multiple tasks to completion in a dynamic setting. 
• Recognized for operational execution and customer-centric problem solving. 

Preferred

• 2–4 years of prior experience in a customer-facing commercial role (sales, marketing, or customer support) is strongly 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: $80,200 - $120,400

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 hr@adaptivebiotech.com.

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 accommodations@adaptivebiotech.com. 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.