Director, Customer Service (Call center environment)

GRAIL • Menlo Park, CA

21h • Hybrid

About The Position

GRAIL is a healthcare company dedicated to detecting cancer early to improve cure rates. They are pioneering new technologies using next-generation sequencing (NGS), clinical studies, and data science. The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, setting strategic vision and operational direction to deliver world-class service. This role involves overseeing multiple teams, regions, or service centers, ensuring customer service strategies align with corporate objectives to drive loyalty, retention, and satisfaction. The Director will collaborate with senior executives to influence business strategy and lead transformation initiatives for efficiency, scalability, and enhanced customer experience. The position is based in Menlo Park, California, moving to Sunnyvale, California in Fall 2026, and offers a flexible work arrangement requiring a minimum of 40% (16 hours) on-site presence, with Tuesdays and Thursdays encouraged for on-site engagement.

Requirements

• Bachelor’s degree in Business, Communications, or a related field
• 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
• Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
• Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
• Ability to travel 20% as required.

Nice To Haves

• Master’s degree strongly preferred.
• 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include: Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189), Protected health information (e.g. HIPAA, GDPR).
• Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
• Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
• Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
• Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
• Strong commitment to customer advocacy and delivering outstanding customer experiences.

Responsibilities

• Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
• Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
• Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
• Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
• Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
• Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
• Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
• Ensure compliance with legal, regulatory, and quality standards across all service operations.
• Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
• Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.
• Taking on additional responsibilities.
• Participating in cross functional projects and initiatives.
• Adapting to new technologies, processes, or methodologies.
• Supporting other departments or teams during periods of high demand.
• Contributing to special projects or temporary assignments as needed.

Benefits

• flexible time-off or vacation
• a 401(k) retirement plan with employer match
• medical, dental, and vision coverage
• carefully selected mindfulness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 501-1,000 employees