Global Client Services Operations Lead

Foundation Medicine; Boston (MA); On-site; USD 59,000 - 75,000; Full time

Job summary

Foundation Medicine is seeking a skilled Client Services Operations Coordinator to oversee daily operations, ensuring service levels and quality. The role coordinates team activity, escalates risks, and supports leadership in driving improvements.

You will mentor staff, reinforce policies, and help prepare key performance dashboards. With a focus on operational excellence and cross-functional collaboration, this role requires strong CRM experience and data-driven problem solving.

Qualifications

• Bachelor's Degree and 2+ years in customer service OR Associate’s Degree and 4+ years in customer service OR High School diploma and 6+ years in customer service

Responsibilities

• Oversee daily Client Services operations to meet service levels and quality
• Coordinate team activities and coverage to ensure productivity
• Identify improvements from operational trends and escalate risks
• Support leadership with action plans to close performance gaps
• Provide guidance to Client Services Associates and reinforce policies
• Prepare operational reports and dashboards with leadership

Skills

Customer service

CRM coordination

Team collaboration

Problem solving

Education

Bachelor's degree

Associate’s degree

High school diploma

Tools

Salesforce

CRM software

Power BI

Excel

Job description

Foundation Medicine is seeking a skilled Client Services Operations Coordinator to oversee daily operations, ensuring service levels and quality. The role coordinates team activity, escalates risks, and supports leadership in driving improvements.

You will mentor staff, reinforce policies, and help prepare key performance dashboards. With a focus on operational excellence and cross-functional collaboration, this role requires strong CRM experience and data-driven problem solving.