Global Client Services Operations Lead

Foundation Medicine, Inc.; Morrisville (NC); On-site; USD 59,000 - 75,000; Full time

Job summary

Foundation Medicine, Inc. in Boston, MA is seeking a Global Client Services Lead to oversee the Client Services department's daily operations, ensuring service levels and key performance indicators are met.

The role acts as a liaison between frontline staff and management to support service delivery and continuous improvement. Responsibilities include coordinating team activities, reviewing operational trends, and guiding staff to uphold policies and client-focused standards.

Qualifications

• Bachelor's degree and 2+ years of related customer services experience
• Associates Degree and 4+ years of related customer service experience
• High School diploma (GED) and 6+ years of related customer service experience

Responsibilities

• Monitor daily department operations to ensure service levels, productivity targets, and quality standards are met
• Coordinate daily team activities, priorities, and operational coverage
• Review operational trends and identify opportunities for improvement
• Escalate performance concerns and operational risks to management as appropriate
• Provide day-to-day guidance and support to Client Services Associates
• Prepare and maintain operational reports and performance dashboards
• Travel up to 5% of the time

Skills

CRM experience

Salesforce

Data analysis

Project management

Multitasking

Communication

Education

Bachelor's Degree

Tools

Salesforce CRM

Power BI

Excel

Word

PowerPoint

Job description

Foundation Medicine, Inc. in Boston, MA is seeking a Global Client Services Lead to oversee the Client Services department's daily operations, ensuring service levels and key performance indicators are met.

The role acts as a liaison between frontline staff and management to support service delivery and continuous improvement. Responsibilities include coordinating team activities, reviewing operational trends, and guiding staff to uphold policies and client-focused standards.