Full-Time Customer Excellence Specialist

The Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization and the primary responsibilities will be to train internal and external partners and execute process improvements projects related to customer excellence.

Conduct onboarding, refresher and new product/process training for the Client Services organization, external partners (BPO) and other teams within Guardant as needed.

Create SOPs, work instructions and assist in developing and executing knowledge management resources for the department.

Maintain Client Services Knowledge Base, including Confluence shared spaces, FAQs and How-Tos, and relay relevant change management information to the larger team.

Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance.

Assist in internal audit activities for Client Services.

Collaborate with other departments to develop and enhance process efficiencies between the functional areas to ensure that SOPs and best practices for each team are met.

Help develop the audit program for the department and collaborate with SMEs to implement it.

Collaborate with the software team to test enhancements leading to improvements in operational efficiencies.

Demonstrate flexibility and adaptability in a fast-paced dynamic environment and take on additional responsibilities as needed.

Typically requires a university degree and typically at least 2 years of related experience; or an advanced degree without experience.

Customer support/training experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired.

Proficient verbal and written communication skills; including experience in writing SOPs.

Experienced in training in classroom and/or virtual setting.

Prior experience implementing knowledge management tools and learning software is a plus.

Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired.

Ability to liaise with external partners and travel domestically and internationally for training and company meetings is required.

Hybrid Work Model: At Guardant Health, we have 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.

The US base salary range for this full-time position is $64,800 to $87,400. The range does not include benefits, and if applicable, bonus, commission, or equity.

For positions based in Palo Alto, CA or Redwood City, CA, the base salary range for this full-time position is $81,000 to $109,300. The range does not include benefits, and if applicable, bonus, commission, or equity.

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