Guardant Health · 1 month ago
Director, Client Services
Palo Alto, CA
Full-time
Hybrid
Director/Executive
$182K/yr - $251K/yr
10+ years expGuardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. The Director of Client Services will lead the Screening Client Services Organization, drive customer engagement, and oversee strategic initiatives to enhance operational efficiency and support growth.
BiotechnologyHealth CareHealth DiagnosticsOncologyTherapeutics
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 (areas of satisfaction and dissatisfaction) 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, which will optimize internal and external relationships, optimizing the use of project metrics and KPIs
Provide sales support and develop relationships with customers, inter-office personnel, and outside sales reps 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, establish and monitor 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 (CoE) 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
Qualification
Required
A Bachelor's degree is required; an advanced degree is preferred
A 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 the building and management of large customer support and experience teams (both directly and through influence) with metric/KPI performance-based management, is essential
Prior experience in scaling businesses and efficiently organizing teams (workforce planning) for high-growth businesses is required
Leading teams in the US and internationally (offshore) is a plus
Demonstrated experience in developing long-term strategic plans while simultaneously achieving short-term goals
An experienced business leader, adept at building relationships with stakeholders (eg, sales) and BPOs, negotiating contracts, and managing vendor performance, is needed
Strong analytical (dashboard generation using Tableau, Excel, SFDC) and critical thinking abilities are required for data mining and timely decision-making within a fast-paced, dynamic work environment
Proven experience in identifying and leading cross-functional projects and software programs, and core teams related to customer experience, process maturity, continuous improvement, and operational efficiency, is necessary
Ability to lead effectively amidst ambiguity and work collaboratively in a matrix environment, partnering with external and internal stakeholders; demonstrated experience in assessing and addressing stakeholder needs through influence, conflict resolution, and negotiation
Proficient verbal and written communication skills and the ability to consolidate, analyze, and present data to executive teams for Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) are required
The ability to travel domestically for meetings/Guardant offices and internationally to the BPO is required (expected travel approximately 30%)
Flexibility with respect to working hours (including company holidays) based on client and company needs is a must
Location: West Coast-based (ideally within 50 miles of the Guardant Health-Palo Alto Office)
Preferred
An advanced degree is preferred
Experience implementing AI-powered tools to measure and improve customer experience is desirable
Company
Guardant Health
Guardant Health is a precision oncology company that uses blood tests, data sets, and analytics to provide treatment to cancer patients.
1001-5000 employees
H1B Sponsorship
Guardant Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (38)
2024 (50)
2023 (40)
2022 (72)
2021 (57)
2020 (29)
Funding
Current Stage
Public CompanyTotal Funding
$2.53BKey Investors
Baillie GiffordSoftBank Vision FundOrbiMed
2025-11-05Post Ipo Equity· $284.4M
2025-11-05Post Ipo Debt· $350M
2023-12-21Post Ipo Equity· $90.7M
Leadership Team
AmirAli Talasaz
Co-founder and Co-Chief Executive Officer
Helmy Eltoukhy
Chairman and Co-Chief Executive Officer
Recent News
2026-01-12
Company data provided by crunchbase