Global Client Services Operations Lead

Foundation Medicine; Clegg (NC); Hybrid; USD 57,000 - 71,000; Full time

Benefits offered by this job

Hybrid work model

Discretionary annual bonus

Comprehensive benefits

Job summary

Foundation Medicine is seeking an Operations Support role within the Client Services department in Morrisville, NC. The role focuses on daily oversight, workflow coordination, and performance monitoring to ensure service levels and quality standards are met.

You will partner with leadership to address performance gaps, manage escalations, and support continuous improvement initiatives while maintaining strong collaboration across teams and remote partners.

Qualifications

• Bachelor's degree with 2+ years in customer services or related ops role.
• Alternative: Associate’s degree with 4+ years in related role.
• GED with 6+ years of related customer service experience.

Responsibilities

• Oversee daily Client Services operations and service levels.
• Coordinate team activities and escalation workflows.
• Monitor performance trends and identify improvement opportunities.
• Support leadership with action plans to address gaps.
• Provide guidance and mentoring to Client Services Associates.
• Prepare operational reports and dashboards with leadership.

Skills

CRM usage

Salesforce

Data analysis

Power BI

Microsoft Office

Education

Bachelor's Degree

Associate’s Degree

High School Diploma

Tools

CRM

Salesforce

Power BI

Job description

Foundation Medicine is seeking an Operations Support role within the Client Services department in Morrisville, NC. The role focuses on daily oversight, workflow coordination, and performance monitoring to ensure service levels and quality standards are met.

You will partner with leadership to address performance gaps, manage escalations, and support continuous improvement initiatives while maintaining strong collaboration across teams and remote partners.