Director, Client Experience & Operations – Oncology

Guardant Health; Palo Alto (CA); Hybrid; USD 182,000 - 250,000; Full time

Job summary

Guardant Health, Inc. is seeking a Director, Client Services (Oncology) to lead a national team of 100+ associates and leaders.

You will design scalable SLAs, workflows, and performance metrics to drive high-quality customer experiences across a multi-product oncology portfolio. Based in Palo Alto with a hybrid work model, you will partner with Sales, Product, Clinical Lab, Software, and Operations to align operational strategy with business goals and drive growth while expanding capabilities

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 15+ years of lifesciences, diagnostics, medical device, or healthcare experience.
• 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.

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.

Skills

Leadership

Analytics

CRM proficiency

Cross-functional collaboration

Education

Bachelor’s degree

Advanced degree preferred

Tools

Salesforce

Excel

Tableau/Power BI

Project management tools

Job description

Company Description

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.

Position Overview

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.

Key Responsibilities

Operational Leadership and Scale

• 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

Performance Management & Analytics

• 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

Customer Engagement & Commercial Partnership

• 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

Process Improvement & Execution

• 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

Cross-Functional & Strategic Leadership

• 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

Team Leadership & Development

• 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

Qualifications

• 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

• Experience working with BPO/vendor partners is a plus

• Oncology experience preferred

• 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

Client Services positions are considered business-critical and require flexibility and availability to work during U.S. Company-observed holidays, including the Company’s annual holiday shutdown period, based on client and operational needs.

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.

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.

The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.Primary Location: Palo Alto, CAPrimary Location Base Pay Range: $181,800 - $250,000Other US Location(s) Base Pay Range: $154,530 - $212,500If the role is performed in Colorado, the pay range for this job is: $163,620 - $225,000

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to [e-mail]

A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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Please visit our career page at: http://www.guardanthealth.com/jobs/