Global Client Services Operations Manager

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

Job summary

Foundation Medicine is seeking an operations-focused professional to support the Client Services department. You will oversee daily performance, workflow, and service delivery, acting as a liaison between frontline staff and management to ensure KPIs are met.

You will monitor operations, coordinate resources, drive continuous improvement, and guide Client Services Associates while maintaining HIPAA compliance and patient data privacy. Travel up to 5% is required.

Qualifications

• Bachelor's Degree or higher in a related field with minimum 2+ years in customer services.
• Associate's Degree with 4+ years of related experience qualifies.
• High School diploma with 6+ years of related experience qualifies.

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 operational processes are followed and meet department standards for customer service
• 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 support to Client Services Associates
• Reinforce departmental expectations, policies, and best practices
• Serve as a resource for workflows and procedures, applying established guidance
• Promote a culture of accountability, collaboration, and continuous improvement
• Act as the first point of contact for escalations
• Support resolution of client or internal issues by coordinating with partners
• Prepare and maintain operational reports and dashboards with leadership
• Participate in departmental projects and strategic initiatives
• Support new processes, technologies, and workflow enhancements
• Identify workflow issues and support solutions for efficiency and quality
• Collaborate with stakeholders to improve procedures and client outcomes
• Support leadership in achieving objectives
• Foster a positive, collaborative, and customer-focused team environment
• Travel up to 5% of the time
• Other duties as assigned
• Comply with FMI's attendance policies

Skills

Data analysis

Problem solving

Communication

Independent working

Education

Bachelor's degree in related field

Associate's degree

High school diploma or GED

Tools

CRM system

Salesforce

Power BI

Microsoft Excel

Job description

Foundation Medicine is seeking an operations-focused professional to support the Client Services department. You will oversee daily performance, workflow, and service delivery, acting as a liaison between frontline staff and management to ensure KPIs are met.

You will monitor operations, coordinate resources, drive continuous improvement, and guide Client Services Associates while maintaining HIPAA compliance and patient data privacy. Travel up to 5% is required.