Director, Client Services

Guardant Health•Palo Alto, CA

52d•Hybrid

About The Position

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, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook. We are seeking a dynamic leader to join the Client Services Organization with prior experience in scaling teams and collaborating with evolving businesses to foster innovation, enhance efficiency, and achieve strategic objectives. We are looking for a strong facilitator with exceptional communication and presentation skills, coupled with a creative problem-solving mindset. This position will create and direct strategic plans and initiatives, remove obstacles to ensure delivery of high-quality products and services, assist in identifying growth opportunities, and drive our customer engagement framework, leading to optimal customer touchpoints and interaction in a fast-paced multi-product environment. This position will report to the Vice President, Client Services, and will oversee the Screening Client Services Organization and other programs, including our offshore outsourcing initiatives within the Client Services Department, spanning Oncology and Screening.

Requirements

A Bachelor's 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
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
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.

Nice To Haves

Leading teams in the US and internationally (offshore) is a plus
Experience implementing AI-powered tools to measure and improve customer experience is desirable

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 Health’s 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