Director, Client Services
$181,800–$250,000 year
On-sitePalo Alto, California, United States
Job Summary
Own national performance for a team of 100+ Client Services Associates aligned to a territory-based model. Design and scale SLAs, SOPs, coverage models, and workflows to support a growing Oncology portfolio. Lead workforce planning, backlog management, and execution across national work queues. Define the Client Services performance framework, including team and individual KPIs, while monitoring service levels, productivity, and growth metrics. Partner with Sales and Client Services Key Account leadership to strengthen customer relationships and support commercial growth. Identify operational gaps and translate them into structured process improvement initiatives with cross-functional partners. Lead hiring, training, and organizational development for a large-scale team. Align with Senior Management to ensure operational strategy supports broader business objectives. Domestically travel up to 25% to multiple Guardant sites, leadership meetings, customer sites, and internationally to BPO.
Required Qualifications
- Bachelor's degree
- 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
- Experience working with BPO/vendor partners
- Oncology experience
- 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
- Ability to sit for extended periods of time
- A background screening including criminal history
Desired Qualifications
- Advanced degree
- AI & Digital Fluency: 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
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