Associate Director, Service Engineering

We need to output HTML fragment with sections: Overview? The instruction says use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real specific content. We have Overview (intro), Key Responsibilities, Technical Strategy & Execution, Cross-Functional Collaboration, Compliance, Security & Risk Management, Required Qualifications, Preferred Qualifications, What Success Looks Like, OUR OPPORTUNITY (company description), What We Offer (benefits). Also there is a lot of boilerplate at end (EEO, scam warnings) which we must remove. We need to map content to appropriate headings. The headings list includes: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We can use "About the role" for overview/intro. "Responsibilities" for Key Responsibilities plus maybe Technical Strategy & Execution and Cross-Functional Collaboration? Could combine but better to keep separate? The instruction: Prefer a few substantive sections over many thin ones. So we could have sections: About the role, Responsibilities, Qualifications (including Required and Preferred), Benefits. Possibly also "Skills" if we have specific skills listed. There's mention of hands-on experience with CMMS and LIMs, etc. Could go under Qualifications or Skills. We must not create Pay/Schedule/Benefits unless posting actually states them. Benefits are stated: "Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans... Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program!" So we can include Benefits section. Pay not mentioned, Schedule not mentioned, so omit. We need to use

• for any list of duties/requirements/benefits, and

  for prose. We need to preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs. We must remove boilerplate: EEO, scam warnings, etc. Also remove "OUR OPPORTUNITY" maybe we can incorporate into About the role? It's company description; could be part of About the role. The instruction: "Overview The Associate Director of Service Engineering leads..." That's the overview. Then later "OUR OPPORTUNITY Natera™ is a global leader..." That's also company description; we could include in About the role as extra paragraph. We must not repeat the job title as a heading. So we will not have a heading for the title. We need to output only HTML fragment, no /, no markdown fences. Let's structure:

  About the role

  Overview paragraph(s) + OUR OPPORTUNITY description.

  Responsibilities

  • Lead, mentor, and scale a team of Service Engineers / SREs supporting clinical production systems
  • Establish clear expectations around ownership, on-call readiness, and operational excellence
  • Drive hiring, onboarding, performance management, and career growth
  • Foster a blameless, learning-oriented culture focused on patient impact and reliability
  • Own reliability and availability for production services supporting laboratory operations, reporting, and customer delivery
  • Define and manage SLAs, SLOs, and operational KPIs aligned with clinical and business priorities
  • Lead major incident response, ensuring rapid triage, clear communication, and thorough post-incident reviews
  • Oversee on-call rotations, escalation paths, and operational playbooks
  • Ensure operational readiness and go-live support for new assays, pipelines, and platform capabilities
  • Partner with Engineering and Development teams to design resilient, fault-tolerant systems
  • Drive best practices for monitoring, alerting, logging, and observability across lab and cloud platforms
  • Reduce operational toil through automation, tooling, and process improvements
  • Advocate for reliability, performance, and scalability requirements early in the development lifecycle
  • Act as a primary operational partner to Lab Operations, Bioinformatics, Engineering, and Development
  • Translate clinical, regulatory, and operational needs into technical reliability requirements
  • Provide clear, executive-level updates on service health, incidents, and risk mitigation plans
  • Ensure systems meet healthcare and regulatory requirements (e.g., HIPAA, CLIA, CAP, SOX)
  • Partner with Quality and Compliance on audits, access controls, change management, and incident response
  • Own disaster recovery, business continuity planning, and periodic testing for critical systems
  • Ensure production changes follow validated and compliant release processes
  But note some of these items are from Compliance, Security & Risk Management section; they belong under Responsibilities as they are duties. That's okay. Now Qualifications section: combine Required and Preferred maybe as two sublists? Could have

  Qualifications

  then maybe

  Required Qualifications:

  ...

  Preferred Qualifications:

  ...
  . That's acceptable. We need to preserve all details: Required Qualifications list: - 8+ years of experience in service engineering, engineering roles - 5+ years of people management experience leading technical teams - Strong experience operating highly available, mission-critical production systems - Proven expertise in incident management and root cause analysis - Hands-on experience with CMMS and LIMs environments - Strong written and verbal communication skills, especially in high-stakes situations Preferred Qualifications: - Experience in healthcare, biotech, or other regulated environments - Familiarity with laboratory information systems (LIMS), data pipelines, or bioinformatics workflows - Experience with infrastructure and automation tools - Experience defining SLOs/SLAs for systems with clinical or patient impact Also maybe "What Success Looks Like" could be included under Qualifications? It's more about outcomes; maybe we could add a section "What Success Looks Like" but not in allowed headings list. The instruction says use headings from list; but we could still include other headings? It says "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples but not exclusive? It says "Use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. Safer to stick to those. So we can incorporate "What Success Looks Like" into Qualifications or Responsibilities as prose. Could add a paragraph under Qualifications about success metrics. But we must preserve ALL substantive information; we can include it as a paragraph under Qualifications. Similarly "OUR OPPORTUNITY" we included in About the role. Now Benefits section:

  Benefits

  with list items. We need to avoid including boilerplate like "We also offer a generous employee referral program! For more information, visit www.natera.com." That's part of benefits; we can keep. We must not include EEO etc. Now ensure we don't create empty sections. Let's craft HTML. We'll need to escape any special characters? Not needed. Let's write:

  About the role

  The Associate Director of Service Engineering leads the reliability, availability, and operational excellence of Natera’s lab-facing platforms. This role ensures that clinical systems, laboratory equipment workflows, and data pipelines operate with high reliability, scalability, and compliance in a regulated healthcare environment. You will lead a team responsible for production stability, incident response, and service health, partnering closely with Production Engineering, Lab Operations, Bioinformatics, Infrastructure, Facilities, and Compliance to support mission-critical genetic testing and diagnostics.

  Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management.

  Responsibilities

  • Lead, mentor, and scale a team of Service Engineers / SREs supporting clinical production systems
  • Establish clear expectations around ownership, on-call readiness, and operational excellence
  • Drive hiring, onboarding, performance management, and career growth
  • Foster a blameless, learning-oriented culture focused on patient impact and reliability
  • Own reliability and availability for production services supporting laboratory operations, reporting, and customer delivery
  • Define and manage SLAs, SLOs, and operational KPIs aligned with clinical and business priorities
  • Lead major incident response, ensuring rapid triage, clear communication, and thorough post-incident reviews
  • Oversee on-call rotations, escalation paths, and operational playbooks
  • Ensure operational readiness and go-live support for new assays, pipelines, and platform capabilities
  • Partner with Engineering and Development teams to design resilient, fault-tolerant systems
  • Drive best practices for monitoring, alerting, logging, and observability across lab and cloud platforms
  • Reduce operational toil through automation, tooling, and process improvements
  • Advocate for reliability, performance, and scalability requirements early in the development lifecycle
  • Act as a primary operational partner to Lab Operations, Bioinformatics, Engineering, and Development
  • Translate clinical, regulatory, and operational needs into technical reliability requirements
  • Provide clear, executive-level updates on service health, incidents, and risk mitigation plans
  • Ensure systems meet healthcare and regulatory requirements (e.g., HIPAA, CLIA, CAP, SOX)
  • Partner with Quality and Compliance on audits, access controls, change management, and incident response
  • Own disaster recovery, business continuity planning, and periodic testing for critical systems
  • Ensure production changes follow validated and compliant release processes

  Qualifications

  Required Qualifications:

  • 8+ years of experience in service engineering, engineering roles
  • 5+ years of people management experience leading technical teams
  • Strong experience operating highly available, mission-critical production systems
  • Proven expertise in incident management and root cause analysis
  • Hands-on experience with CMMS and LIMs environments
  • Strong written and verbal communication skills, especially in high-stakes situations

  Preferred Qualifications:

  • Experience in healthcare, biotech, or other regulated environments
  • Familiarity with laboratory information systems (LIMS), data pipelines, or bioinformatics workflows
  • Experience with infrastructure and automation tools
  • Experience defining SLOs/SLAs for systems with clinical or patient impact

  What Success Looks Like: Reliable