Global Client Services & Operations Lead

Foundation Medicine, Inc.; Morrisville (NC); On-site; USD 57,000 - 71,000; Full time

Job summary

Foundation Medicine, Inc. is seeking a Global Client Services Lead to oversee daily operations, service levels, and BPM improvements in Morrisville, NC. You will coordinate team activities, manage escalations, and partner with leadership to drive continuous improvements.

The role emphasizes operational execution, stakeholder collaboration, and ensuring department standards while supporting cross-functional projects. Travel up to 5% may be expected.

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
• 4+ years of experience in a related customer service, biotech, healthcare, or sales role
• Experience with utilizing a CRM system
• Experience using Salesforce
• Experience in data and trend analysis for operational management
• Prior experience working with global teams
• Demonstrated ability to manage multiple concurrent initiatives
• Demonstrated ability to elevate issues and drive resolution
• Demonstrated ability to work independently with minimal supervision
• Detail-oriented and deadline-driven
• Proficiency with Word, PowerPoint, Power BI and Excel
• Strong interpersonal, written and oral communication skills
• Understanding of HIPAA and patient data privacy guidelines
• Commitment to FMI values: Integrity, Courage, and Passion

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
• Assist leadership in ensuring processes follow procedures and meet customer service standards
• Escalate performance concerns and operational risks to management as appropriate
• Partner with leadership to support action planning to address team performance gaps
• Provide day-to-day guidance and mentorship to Client Services Associates
• Promote accountability, collaboration, and continuous improvement
• Serve as a resource for workflows and procedures
• Prepare and maintain operational reports and dashboards with leadership
• Support implementation of new processes, technologies, and workflow enhancements
• Collaborate with stakeholders to improve procedures and client outcomes

Skills

Customer service

CRM experience

Sales experience

Communication skills

Team leadership

Education

Bachelor's Degree

Associate's Degree

High School diploma

Tools

CRM system

Salesforce

Power BI

Excel

PowerPoint

Word

Job description

Foundation Medicine, Inc. is seeking a Global Client Services Lead to oversee daily operations, service levels, and BPM improvements in Morrisville, NC. You will coordinate team activities, manage escalations, and partner with leadership to drive continuous improvements.

The role emphasizes operational execution, stakeholder collaboration, and ensuring department standards while supporting cross-functional projects. Travel up to 5% may be expected.