Director, Customer Service (Call center environment) #4767

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:

• Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.

• Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.

• Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.

• Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.

• Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.

• Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.

• Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.

• Ensure compliance with legal, regulatory, and quality standards across all service operations.

• Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.

• Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.

• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
   

Adaptability and Growth Expectation

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:

• Taking on additional responsibilities.

• Participating in cross functional projects and initiatives. 

• Adapting to new technologies, processes, or methodologies.

• Supporting other departments or teams during periods of high demand.

• Contributing to special projects or temporar