Director, Client Services
Guardant Health, Palo Alto, CA, United States
Company Description
Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real‑world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early‑stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on LinkedIn, X (Twitter) and Facebook.
We are seeking a dynamic leader to join the Client Services Organization with prior experience in scaling teams and collaborating with evolving businesses to foster innovation, enhance efficiency, and achieve strategic objectives. This role requires exceptional communication and presentation skills, a creative problem‑solving mindset, and a track record of leading strategic plans and initiatives. The position reports to the Vice President, Client Services, and oversees the Screening Client Services organization and other programs, including offshore outsourcing initiatives within the Client Services Department.
Responsibilities
Define the Screening Client Services performance management framework to enable sustainable growth
Lead executive‑level presentations, providing business insights and coaching others on effective communication
Oversee the strategy, development, and implementation of internal operational policies and standard operating procedures (SOPs) that will scale with the organization
Work with Client Services leadership to meet departmental objectives
Support the Client Services leadership in handling all human resources‑related issues, such as hiring, training, competencies, and performance evaluations
Drive a culture of continuous improvement using lean principles
Work with senior management to align corporate and operational strategies
Lead the Voice of the Customer/Patient and the needs of the team in cross‑functional meetings (with sales, marketing, operations, software, product) as well as in meetings with C‑level executives
Maximize our customers’ perception in a multitude of operational ways so that Guardant Health’s value increases over time
Evolve customer engagement to optimize internal and external relationships, using project metrics and KPIs
Provide sales support and develop relationships with customers, inter‑office personnel, and outside sales representatives to maintain and grow the client base
Partner with multiple commercial leadership departments to ensure we are addressing operational needs and driving optimal customer engagement
Build and scale a centralized outsourcing program for Client Services in multiple geographies across all teams in Client Services Oncology and Screening by collaborating with internal cross‑functional partners and external vendors
Develop leadership structure to manage the global outsourcing BPO program effectively, establishing and monitoring KPIs to ensure service excellence
Lead regular business reviews with BPO partners (both remote and in‑person)
Partner with Client Services leadership to define objectives, create roadmaps, analyze performance data, and drive continuous improvement for the BPO
Coordinate with software development teams to enable automation to streamline business processes
Collaborate with the Center of Excellence to implement tools and processes that track and optimize BPO performance
Partner with other senior leaders in Client Services Organization to implement best practices and process excellence within the Screening organization
Qualifications
A bachelor’s degree is required; an advanced degree is preferred
Minimum of 10 years of customer service leadership experience in the diagnostic, medical device, healthcare, or life‑sciences sectors
Previous experience at a director level, involving building and managing large customer support and experience teams (directly or through influence) with metric/KPI performance‑based management, is essential
Prior experience scaling businesses and efficiently organizing teams (workforce planning) for high‑growth businesses is required
Leading teams in the U.S. and internationally (offshore) is a plus
Demonstrated experience developing long‑term strategic plans while simultaneously achieving short‑term goals
Business‑level leadership, adept at building relationships with stakeholders (e.g., sales) and BPOs, negotiating contracts, and managing vendor performance
Strong analytical skills (dashboard generation using Tableau, Excel, Salesforce) and critical thinking for data mining and timely decision‑making within a fast‑paced, dynamic environment
Proven experience leading cross‑functional projects and software programs related to customer experience, process maturity, continuous improvement, and operational efficiency
Ability to lead effectively amid ambiguity and collaborate in a matrix environment, partnering with external and internal stakeholders; demonstrated experience in influencing, conflict resolution, and negotiation
Proficient verbal and written communication skills and ability to consolidate, analyze, and present data to executive teams for monthly and quarterly business reviews
Experience implementing AI‑powered tools to measure and improve customer experience is desirable
Ability to travel domestically for meetings and internationally to BPO sites; expected travel approximately 30%
Flexibility with working hours, including company holidays, based on client and company needs
Location: West Coast‑based (ideally within 50 miles of the Guardant Health‑Palo Alto Office)
Hybrid Work Model Guardant has defined days for in‑person/onsite collaboration and work‑from‑home days for individual‑focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. This model provides flexibility while ensuring teams are connected to advance our science for patients.
Compensation Primary Location: Palo Alto, CA – Base Pay Range: $182,500 – $250,950 Other U.S. Locations: $155,100 – $213,300 If performed in Colorado: $164,300 – $225,850 Base pay does not include benefits or bonuses, commissions, or equity. The final offer is based on geography, experience, education, and business needs.
Additional Information Employee may be required to lift routine office supplies and use office equipment. Majority of work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long‑term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com.
A background screening, including criminal history, is required for this role. Guardant will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law, including LA County Fair Chance Policies and the Fair Chance Act.
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. All information will be kept confidential according to EEO guidelines.
Please visit our career page at:
http://www.guardanthealth.com/jobs/
Referrals increase your chances of interviewing at Guardant Health by 2x.
Get notified about new Director of Client Services jobs in
Palo Alto, CA .
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We are seeking a dynamic leader to join the Client Services Organization with prior experience in scaling teams and collaborating with evolving businesses to foster innovation, enhance efficiency, and achieve strategic objectives. This role requires exceptional communication and presentation skills, a creative problem‑solving mindset, and a track record of leading strategic plans and initiatives. The position reports to the Vice President, Client Services, and oversees the Screening Client Services organization and other programs, including offshore outsourcing initiatives within the Client Services Department.
Responsibilities
Define the Screening Client Services performance management framework to enable sustainable growth
Lead executive‑level presentations, providing business insights and coaching others on effective communication
Oversee the strategy, development, and implementation of internal operational policies and standard operating procedures (SOPs) that will scale with the organization
Work with Client Services leadership to meet departmental objectives
Support the Client Services leadership in handling all human resources‑related issues, such as hiring, training, competencies, and performance evaluations
Drive a culture of continuous improvement using lean principles
Work with senior management to align corporate and operational strategies
Lead the Voice of the Customer/Patient and the needs of the team in cross‑functional meetings (with sales, marketing, operations, software, product) as well as in meetings with C‑level executives
Maximize our customers’ perception in a multitude of operational ways so that Guardant Health’s value increases over time
Evolve customer engagement to optimize internal and external relationships, using project metrics and KPIs
Provide sales support and develop relationships with customers, inter‑office personnel, and outside sales representatives to maintain and grow the client base
Partner with multiple commercial leadership departments to ensure we are addressing operational needs and driving optimal customer engagement
Build and scale a centralized outsourcing program for Client Services in multiple geographies across all teams in Client Services Oncology and Screening by collaborating with internal cross‑functional partners and external vendors
Develop leadership structure to manage the global outsourcing BPO program effectively, establishing and monitoring KPIs to ensure service excellence
Lead regular business reviews with BPO partners (both remote and in‑person)
Partner with Client Services leadership to define objectives, create roadmaps, analyze performance data, and drive continuous improvement for the BPO
Coordinate with software development teams to enable automation to streamline business processes
Collaborate with the Center of Excellence to implement tools and processes that track and optimize BPO performance
Partner with other senior leaders in Client Services Organization to implement best practices and process excellence within the Screening organization
Qualifications
A bachelor’s degree is required; an advanced degree is preferred
Minimum of 10 years of customer service leadership experience in the diagnostic, medical device, healthcare, or life‑sciences sectors
Previous experience at a director level, involving building and managing large customer support and experience teams (directly or through influence) with metric/KPI performance‑based management, is essential
Prior experience scaling businesses and efficiently organizing teams (workforce planning) for high‑growth businesses is required
Leading teams in the U.S. and internationally (offshore) is a plus
Demonstrated experience developing long‑term strategic plans while simultaneously achieving short‑term goals
Business‑level leadership, adept at building relationships with stakeholders (e.g., sales) and BPOs, negotiating contracts, and managing vendor performance
Strong analytical skills (dashboard generation using Tableau, Excel, Salesforce) and critical thinking for data mining and timely decision‑making within a fast‑paced, dynamic environment
Proven experience leading cross‑functional projects and software programs related to customer experience, process maturity, continuous improvement, and operational efficiency
Ability to lead effectively amid ambiguity and collaborate in a matrix environment, partnering with external and internal stakeholders; demonstrated experience in influencing, conflict resolution, and negotiation
Proficient verbal and written communication skills and ability to consolidate, analyze, and present data to executive teams for monthly and quarterly business reviews
Experience implementing AI‑powered tools to measure and improve customer experience is desirable
Ability to travel domestically for meetings and internationally to BPO sites; expected travel approximately 30%
Flexibility with working hours, including company holidays, based on client and company needs
Location: West Coast‑based (ideally within 50 miles of the Guardant Health‑Palo Alto Office)
Hybrid Work Model Guardant has defined days for in‑person/onsite collaboration and work‑from‑home days for individual‑focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. This model provides flexibility while ensuring teams are connected to advance our science for patients.
Compensation Primary Location: Palo Alto, CA – Base Pay Range: $182,500 – $250,950 Other U.S. Locations: $155,100 – $213,300 If performed in Colorado: $164,300 – $225,850 Base pay does not include benefits or bonuses, commissions, or equity. The final offer is based on geography, experience, education, and business needs.
Additional Information Employee may be required to lift routine office supplies and use office equipment. Majority of work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.
Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long‑term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com.
A background screening, including criminal history, is required for this role. Guardant will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law, including LA County Fair Chance Policies and the Fair Chance Act.
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. All information will be kept confidential according to EEO guidelines.
Please visit our career page at:
http://www.guardanthealth.com/jobs/
Referrals increase your chances of interviewing at Guardant Health by 2x.
Get notified about new Director of Client Services jobs in
Palo Alto, CA .
#J-18808-Ljbffr