Director, Oncology Client Services & Operations

Guardant Health, Inc.; 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

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