Grailbio13d ago

Director, Customer Service (Call center environment) #4767

United States·Menlo ParkFull-Timeexecutive

OtherCustomer Service

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Quick Summary

Overview

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe,

Technical Tools

customer-support

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.

We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.

GRAIL is headquartered in the bay area of California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

For more information, please visit grail.com

The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience.

This role is based in Menlo Park, California, and will move to Sunnyvale, California in Fall 2026. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and business needs and could exceed the 40% requirement for the site. At our Menlo Park campus, Tuesdays and Thursdays are the key days where we encourage on-site presence to engage in events and on-site activities.

Responsibilities

~2 min read

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties. Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.

This may include:

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Taking on additional responsibilities.
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Participating in cross functional projects and initiatives.
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Adapting to new technologies, processes, or methodologies.
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Supporting other departments or teams during periods of high demand.
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Contributing to special projects or temporary assignments as needed.

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Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
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12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
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Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
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Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
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Ability to travel 20% as required.

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15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.

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Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:
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  Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)
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  Protected health information (e.g. HIPAA, GDPR)
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  Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.
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  Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.
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  Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.
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  Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.
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  Strong commitment to customer advocacy and delivering outstanding customer experiences.

Office-based environment with flexibility for hybrid or remote work depending on business needs.
Extended work hours may be required to address critical issues, strategic initiatives, or global operations.
Frequent interaction with executive leadership, senior stakeholders, and external partners.
Regular travel may be required to company sites, customer locations, and industry events.

Hours and days may vary depending on operational needs.
Standing or sitting for long periods of time may be necessary.
May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.
Some lifting (up to 25 pounds) may be necessary
Ability to travel 20% as required