Director, Client Services

Position Overview

The Director, Client Services (Oncology) leads and scales a national Client Services organization supporting a rapidly growing, multi-product oncology portfolio. This role owns performance, operational infrastructure, and customer engagement strategy for a team of 100+ Client Services Associates and their leaders. This leader is responsible for building and optimizing the systems, processes, and analytics required to deliver consistent, high-quality customer experiences at scale. The role serves as a key operational partner across Sales, Clinical Lab, Product, Software, and Operations to support commercial growth.

Responsibilities

• Operational Leadership and Scale
  • Own national performance for a team of 100+ Client Services Associates and leaders aligned to a territory-based model
  • Design and scale SLAs, SOPs, coverage models, and workflows to support a growing Oncology portfolio
  • Lead workforce planning, including backlog management, prioritization, and execution across national work queues
  • Continuously assess demand and adjust headcount, resourcing, and budget to meet business needs
• Performance Management & Analytics
  • Define and operationalize the Client Services performance framework, including team and individual KPIs
  • Monitor service levels, productivity, backlog, customer issues, and growth metrics at daily, weekly and monthly level
  • Analyze performance data to identify trends, root causes, and opportunities; drive corrective action with leadership
• Customer Engagement & Commercial Partnership
  • Partner with Sales and Client Services Key Account leadership to strengthen customer relationships and support growth
  • Elevate customer experience through consistent, high-quality operational execution
  • Support commercial teams and act as a key interface between customers, sales, and internal operations
• Process Improvement & Execution
  • Identify operational gaps and translate them into structured process improvement initiatives
  • Partner with the CS Center of Excellence and cross functional partners to improve workflows and resolve systemic issues
  • Lead post-launch impact analysis for new products and workflows, adjusting operations as needed
  • Support audit strategy and implement mechanisms to measure and improve productivity
• Cross-Functional & Strategic Leadership
  • Align with Senior Management Team to ensure operational strategy supports broader business objectives
  • Partner across Commercial, Product, Software, Clinical Lab, and BPO organizations to drive execution
  • Identify and implement outsourcing opportunities to improve efficiency and scalability
• Team Leadership & Development
  • Lead hiring, training, performance management, and organizational development for a large-scale team
  • Partner with the Client Services Center of Excellence to define onboarding, training, and performance ramp expectations

Qualifications

• Bachelor's degree required; advanced degree preferred
• 15+ years of experience in lifesciences, diagnostics, medical device, or healthcare
• 10+ years of people leadership experience, including leading large-scale teams (100+ employees)
• Proven experience leading customer support or client services organizations at the Director level
• Strong track record partnering with commercial (sales) organizations to drive customer outcomes
• Experience working with BPO/vendor partners is a plus
• Oncology experience preferred
• Advanced experience designing workflows and driving process improvements within CRM systems (e.g., Salesforce)
• Strong analytical capability with experience building and leveraging dashboards and performance metrics
• Proficiency with Excel and business intelligence tools (e.g., Tableau, Power BI) and AI tools for analysis and enhancing customer experience
• Demonstrated ability to operate at scale, identify root causes, and resolve complex operational challenges
• Experience leading cross-functional initiatives across Sales, Marketing, Product, Software and Clinical teams
• Ability to translate data into strategic actions and influence executive stakeholders
• Ability to domestically travel (up to 25%) to multiple Guardant sites, leadership meetings, customer sites and internationally to BPO
• Flexibility with respect to working hours (including company holidays) based on client and company needs is a must
• AI & Digital Fluency: Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work

Pay

• Primary Location (Palo Alto, CA) Base Pay Range: $181,800 - $250,000
• Other US Location(s) Base Pay Range: $154,530 - $212,500
• If the role is performed in Colorado: $163,620 - $225,000
• This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.

Schedule

• Hybrid work model: All U.S. employees who live within 50 miles of a Guardant facility are required to be onsite on Mondays, Tuesdays, and Thursdays; work-from-home days for individual-focused time
• Ability to domestically travel (up to 25%) to multiple Guardant sites, leadership meetings, customer sites and internationally to BPO
• Flexibility with respect to working hours (including company holidays) based on client and company needs is a must