GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. GRAIL, LLC is a wholly-owned subsidiary of Illumina, Inc. (NASDAQ:ILMN). For more information, please visit www.grail.com.

We are looking for a Director, Customer Service to lead the Customer Service Organization! This person will be responsible for ensuring a clear strategy and vision including hiring a best in class team, developing dashboards and metrics, infrastructure improvements, as well as implementation and adherence of processes required to establish a world class customer service organization. Ensures operations translate into effective achievement of objectives. Provides insight to senior leadership in various areas, groups, and/or operations. Keeps up-to-date knowledge of the industry, as well as the competitive posture of the company, conducts benchmarking and prepares inventory/metric reports as requested. The high complexity nature of the work requires excellent attention to detail, effective written and verbal communication skills, the ability to multitask and be flexible with tasks and schedules, and the ability to work independently in a team environment.

The Customer Service leader must also act as a liaison between various cross functional teams including Operations, Information Technology, Software Development, Commercial and Product Management groups. As such, the Director must exhibit leadership skills such as good judgment, sound analysis and decision making, the ability to remain professional and composed under pressure, effective interpersonal skills, and the ability to effectively communicate across all levels and across departments.

You will:

• Establish vision and strategy for Customer Service to support and enable delivery of superior experiences to GRAIL’s customers and prospects.
• Foster cohesive working relationships across sales, product, technology, operations and commercial departments to ensure the best possible outcomes that are seamless to the customer while also improving business growth opportunities.
• Stand up best-in-class Customer Service reporting and analytics, and develop methods to record, assess, and distill customer feedback into actionable insights.
• Promote continuous improvement on utility and reporting of analytics/tools and processes to support business needs and internal teams to drive customer satisfaction and productivity.
• Hire, train, and lead a team of customer service representatives and supervisors to deliver excellent customer service. Stand up and lead knowledge management and workforce management systems and processes to support scalable growth.
• Automate processes and reduce errors through systems enhancement and innovation to raise the customer experience and consistently deliver service excellence.
• Identify, develop and implement process and technology enhancements required to improve the overall quality (i.e., order flow-through without manual intervention) and throughput of paper and electronic order-entry channels.
• Drive strategies to shift from manual orders (phones, fax, emails) to electronic channels and execution of e-commerce conversion.
• Pragmatically challenge the status quo and utilize change management tools to create adoption and sustainment
• Provide direct and constant guidance and supervision for customer service associates to ensure accurate and efficient process flow and to ensure that related tasks are completed as required by their job description

Your background should include:

• Bachelor of Arts or Science; Master’s degree preferred
• At least ~12 years of Customer Service experience or equivalent
• People leadership experience
• Strong communicator with ability to maintain open communication with internal employees, managers and customers as needed
• Able to integrate and apply feedback in a professional manner
• Able to prioritize and drive to results with a high emphasis on quality
• Ability to work as part of a team
• Ability to analyze and problem solve complex issues that impact performance
• Strong analysis and problem-solving skills
• Strong technical skills and job and industry knowledge (healthcare/life sciences)
• Strong project management abilities
• Ability to proactively communicate consistently, clearly, and honestly
• Strong automation and computing skills

GRAIL is an Equal Employment Office and Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Following extensive monitoring, research, consideration of business implications, and advice from internal and external experts, GRAIL has made the decision to require all U.S. employees receive the COVID-19 vaccines as a condition of employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a medical condition or disability that prevents them from being vaccinated, can request a reasonable accommodation.