Customer Service Operations Lead #4404

GRAIL • Menlo Park, CA

84d • $111,000 - $139,000

About The Position

GRAIL is seeking a Customer Service Operations Lead to drive the execution of strategic initiatives, optimize processes, and serve as the primary point of contact for customer service-related operations. In this role, you will oversee the daily operations of the Customer Service Call Center to prepare and implement policies, objectives, and initiatives focused on delivering a customer-centric, best-in-class call center. This role is ideal for someone who excels at problem-solving, cross-functional collaboration, analytics, and execution. The ideal candidate will have a strong background in operations, a data-driven mindset, and the ability to execute end-to-end programs that enhance the customer experience and support business goals. This is a hybrid role, 2 days onsite in Menlo Park, CA.

Requirements

• Bachelor’s degree or equivalent experience required.
• 8-10 years of experience in customer service, operations, or a related field.
• Proven experience leading operational initiatives or programs.
• Strong analytical skills with the ability to interpret complex data sets and drive insights.
• Demonstrated ability to collaborate cross-functionally and manage multiple priorities.
• Solid project management skills and ability to influence and drive decision making.
• Familiarity with contact center tools and technologies (e.g., CRM, ticketing systems, knowledge bases).
• Excellent verbal and written communication skills.

Nice To Haves

• Experience managing teams or mentoring others, even in an unofficial capacity, preferred.
• Experience in fast-paced, high-growth environments.
• Prior exposure to CX tools, automation platforms, or workforce planning.
• Knowledge of project management tools and methodologies.

Responsibilities

• Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion.
• Act as the primary point of contact for internal stakeholders on all customer service operational initiatives.
• Analyze performance data to identify pain points, trends, and opportunities for improvement.
• Build reporting frameworks and dashboards to monitor key performance indicators.
• Prepare reports for upper management or other departments, including production statistics and forecasting projections.
• Optimize and document workflows to improve efficiency, scalability, and quality of service.
• Develop and refine standard operating procedures (SOPs) for customer service operations.
• Ensure readiness and alignment across teams for new launches, process updates, and operational changes.
• Research best practices, tools, and emerging trends in customer service operations.
• Identify and test new models or technologies to enhance team performance and the customer experience.

Benefits

• Flexible time-off
• 401k with a company match
• Medical, dental, vision plans
• Mindfulness offerings
• Annual bonus plan tied to company and individual performance
• Long-term incentive plan to align company and colleague success over time

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees