Director, Client Services

SupportFinity™; Sunnyvale (CA); Hybrid; USD 181,800 - 250,000; Full time

Job summary

Guardant Health is seeking a dynamic leader to oversee the Screening Client Services Organization in California. You will define and direct strategic initiatives, enhance customer engagement, and drive operational excellence.

The ideal candidate has over 10 years of leadership experience, particularly in the healthcare sector, and excels in communication and problem-solving. A hybrid work model is enforced, requiring onsite attendance on specific days.

Qualifications

• 10+ years of customer service leadership experience required.
• Experience at Director level managing customer support teams.
• Proficiency in data analysis and metric-driven management.

Responsibilities

• Lead the Screening Client Services performance management framework.
• Oversee development and implementation of operational policies.
• Maximize customer perceptions and evolve engagement strategies.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Negotiation

Education

Bachelor’s degree

Advanced degree

Tools

Tableau

Excel

Salesforce

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.

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. The role reports to the Vice President, Client Services, and will oversee the Screening Client Services Organization and other programs, including offshore outsourcing initiatives within the Client Services Department across Oncology and Screening.

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 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 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 customers’ perception in a multitude of operational ways so that Guardant Health’s value increases over time
• Evolve customer engagement, optimizing internal and external relationships, and using 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 address operational needs and drive 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 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 the Client Services Organization to implement best practices and process excellence within the Screening organization

Qualifications

• 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 (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
• Leading teams in the US and internationally (offshore) is a plus
• Demonstrated experience in developing long‑term strategic plans while simultaneously achieving short‑term goals
• An experienced business leader, adept at building relationships with stakeholders (e.g., sales) and BPOs, negotiating contracts, and managing vendor performance, is needed
• Strong analytical skills (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 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
• Experience implementing AI‑powered tools to measure and improve customer experience is desirable
• Ability to travel domestically for meetings and internationally to the BPO (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

All U.S. employees who live within 50 mi of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. Guardant has defined in‑person collaboration days and work‑from‑home days for individual‑focused time. This model creates flexibility for better work‑life balance while keeping teams connected to advance science for patients.

Compensation

The annualized base salary ranges for the primary location and any additional locations are listed below. These ranges do not include benefits or, if applicable, bonus, commission, or equity. Primary Location: Palo Alto, CA – $181,800 – $250,000. Other U.S. Locations – $154,530 – $212,500. If the role is performed in Colorado, the pay range for this job is: $163,620 – $225,000.

Additional Information

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. Guardant 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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