Full-Time Senior Manager, Client Services Oncology

Senior Area Manager, Client Services will be a key member of the fast-paced Client Services Organization.

Work cross-functionally to lead a team of Regional Supervisors and associates providing outstanding customer service to Oncology healthcare providers and offices and sales support.

Responsibilities:

• Oversee a team responsible for inbound/outbound calls, problem resolution, and customer complaints.
• Lead a team of 25+ supporting field sales.
• Collaborate with sales directors to ensure client satisfaction.
• Develop and operationalize Client Services strategy, processes, and procedures.
• Ensure problem cases are resolved quickly and compliantly.
• Drive projects and initiatives with sales leaders.
• Manage team communication (phone, email, web).
• Hire, train, coach, and audit team members.
• Lead team meetings and share best practices.
• Handle client and internal escalations.
• Create and present quality metrics and KPIs.
• Evaluate data from CRM and other systems.
• Present area business performance to executives.
• Advocate for customer needs in cross-functional meetings.
• Collaborate with Clinical Operations, Compliance, Software, Product, Sales, Marketing, and Reimbursement.
• Establish training programs and SOPs.
• Provide vacation coverage for other Client Services Oncology Area leaders.
• Demonstrate flexibility and adaptability.

Requirements:

• Bachelor's degree in Biological Sciences or related field.
• 12+ years experience with customers in pharma, diagnostic, medical device, biotech, or healthcare.
• 5+ years managing a remote customer service team (20+ employees).
• Oncology experience preferred.
• Experience working with commercial teams.
• Proficient in Excel functions (e.g., vlookup, pivot tables).
• Strong problem-solving and communication skills.
• Proven track record of goal achievement.
• Ability to work independently and collaboratively.
• Excellent written and verbal communication skills.
• Flexibility with respect to working hours.
• Ability to travel (up to 15%).

Compensation:

• US base salary range: $109,650 - $150,750

Other Information:

• Hybrid work model with defined in-office days.
• Employee may lift office supplies and use office equipment.
• Majority of work is in a desk/office environment.
• Guardant Health is an Equal Opportunity Employer.

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