Director, Customer Service (Call center environment) #4767 (copy)

GRAIL • Durham, NC

1d • Hybrid

About The Position

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit grail.com The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience. This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and

Requirements

• Bachelor’s degree in Business, Communications, or a related field required
• 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