Director, Client Services

Guardant Health•Palo Alto, CA

2d•$181,800 - $250,000•Hybrid

About The Position

The Director, Client Services (Oncology) leads and scales a national Client Services organization supporting a rapidly growing, multi-product oncology portfolio. This role owns performance, operational infrastructure, and customer engagement strategy for a team of 100+ Client Services Associates and their leaders. This leader is responsible for building and optimizing the systems, processes, and analytics required to deliver consistent, high-quality customer experiences at scale. The role serves as a key operational partner across Sales, Clinical Lab, Product, Software, and Operations to support commercial growth.

Requirements

Bachelor’s degree required; advanced degree preferred
15+ years of experience in lifesciences, diagnostics, medical device, or healthcare
10+ years of people leadership experience, including leading large-scale teams (100+ employees)
Proven experience leading customer support or client services organizations at the Director level
Strong track record partnering with commercial (sales) organizations to drive customer outcomes
Advanced experience designing workflows and driving process improvements within CRM systems (e.g., Salesforce)
Strong analytical capability with experience building and leveraging dashboards and performance metrics
Proficiency with Excel and business intelligence tools (e.g., Tableau, Power BI) and AI tools for analysis and enhancing customer experience
Demonstrated ability to operate at scale, identify root causes, and resolve complex operational challenges
Experience leading cross-functional initiatives across Sales, Marketing, Product, Software and Clinical teams
Ability to translate data into strategic actions and influence executive stakeholders
Ability to domestically travel (up to 25%) to multiple Guardant sites, leadership meetings, customer sites and internationally to BPO
Flexibility with respect to working hours (including company holidays) based on client and company needs is a must
Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.

Nice To Haves

Oncology experience preferred
Experience working with BPO/vendor partners is a plus

Responsibilities

Own national performance for a team of 100+ Client Services Associates and leaders aligned to a territory-based model
Design and scale SLAs, SOPs, coverage models, and workflows to support a growing Oncology portfolio
Lead workforce planning, including backlog management, prioritization, and execution across national work queues
Continuously assess demand and adjust headcount, resourcing, and budget to meet business needs
Define and operationalize the Client Services performance framework, including team and individual KPIs
Monitor service levels, productivity, backlog, customer issues, and growth metrics at daily, weekly and monthly level
Analyze performance data to identify trends, root causes, and opportunities; drive corrective action with leadership
Partner with Sales and Client Services Key Account leadership to strengthen customer relationships and support growth
Elevate customer experience through consistent, high-quality operational execution
Support commercial teams and act as a key interface between customers, sales, and internal operations
Identify operational gaps and translate them into structured process improvement initiatives
Partner with the CS Center of Excellence and cross functional partners to improve workflows and resolve systemic issues
Lead post-launch impact analysis for new products and workflows, adjusting operations as needed
Support audit strategy and implement mechanisms to measure and improve productivity
Align with Senior Management Team to ensure operational strategy supports broader business objectives
Partner across Commercial, Product, Software, Clinical Lab, and BPO organizations to drive execution
Identify and implement outsourcing opportunities to improve efficiency and scalability
Lead hiring, training, performance management, and organizational development for a large-scale team
Partner with the Client Services Center of Excellence to define onboarding, training, and performance ramp expectations