Director, Client Services

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012 Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests real-world data and AI analytics. Guardant tests help improve outcomes across all stages of care including screening to find cancer early monitoring for recurrence in early-stage cancer and treatment selection for patients with advanced cancer. For more information visitand follow the company onLinkedInX (Twitter)andFacebook.

Responsibilities

• Define the Screening Client Services performance management framework to enable sustainable growth

• Lead executive-level presentations providing business insights and coaching others on effective communication

• Oversee the strategy development and implementation of internal operational policies and Standard Operating Procedures (SOPs) that will scale with the organization

• Work with Client Services leadership to meet departmental objectives

• Support the Client Services Leadership in handling all human resources-related issues such as hiring training competencies and performance evaluations

• Drive a culture of continuous improvement using lean principles

• Work with Senior Management to align corporate and operational strategies

• Lead the Voice of the Customer/Patient (areas of satisfaction and dissatisfaction) and the needs of the team in cross-functional meetings (with sales marketing operations software product) as well as in meetings with C-level executives

• Maximize our customers perception in a multitude of operational ways so that Guardant Healths value increases over time

• Evolve customer engagement which will optimize internal and external relationships optimizing the use of project metrics and KPIs

• Provide sales support and develop relationships with customers inter-office personnel and outside sales reps to maintain and grow the client base

• Partner with multiple commercial leadership departments to ensure we are addressing operational needs and driving optimal customer engagement

• Build and scale a centralized outsourcing program for Client Services in multiple geographies across all teams in Client Services Oncology and Screening by collaborating with internal cross-functional partners and external vendors

• Develop leadership structure to manage the global outsourcing BPO program effectively establish and monitor KPIs to ensure service excellence

• Lead regular business reviews with BPO partners (both remote and in-person)

• Partner with Client Services leadership to define objectives create roadmaps analyze performance data and drive continuous improvement for the BPO

• Coordinate with software development teams to enable automation to streamline business processes

• Collaborate with the Center of Excellence (CoE) to implement tools and processes that track and optimize BPO performance

• Partner with other senior leaders in Client Services Organization to implement best practices and process excellence within the Screening organization

Qualifications

• A Bachelors degree is required; an advanced degree is preferred

• A minimum of 10 years of customer service leadership experience in the diagnostic medical device healthcare or life sciences sectors

• Previous experience at a Director level involving the building and management of large customer support and experience teams (both directly and through influence) with metric/KPI performance-based management is essential

• Prior experience in scaling businesses and efficiently organizing teams (workforce planning) for high-growth businesses is required

• Leading teams in the US and internationally (offshore) is a plus

• Demonstrated experience in developing long-term strategic plans while simultaneously achieving short-term goals

• An experienced business leader adept at building relationships with stakeholders (eg sales) and BPOs negotiating contracts and managing vendor performance is needed

• Strong analytical (dashboard generation using Tableau Excel SFDC) and critical thinking abilities are required for data mining and timely decision-making within a fast-paced dynamic work environment

• Proven experience in identifying and leading cross-functional projects and software programs and core teams related to customer experience process maturity continuous improvement and operational efficiency is necessary

• Ability to lead effectively amidst ambiguity and work collaboratively in a matrix environment partnering with external and internal stakeholders; demonstrated experience in assessing and addressing stakeholder needs through influence conflict resolution and negotiation

• Proficient verbal and written communication skills and the ability to consolidate analyze and present data to executive teams for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) are required

• Experience implementing AI-powered tools to measure and improve customer experience is desirable

• The ability to travel domestically for meetings/Guardant offices and internationally to the BPO is required (expected travel approximately 30%)

• Flexibility with respect to working hours (including company holidays) based on client and company needs is a must

• Location: West Coast-based (ideally within 50 miles of the Guardant Health-Palo Alto Office)

Hybrid Work Model: This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies. Guardant has defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays Tuesdays and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.