Manager, Center of Excellence (CoE) – Client Services

Company Description

Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

Job Description

About the Role:

We are looking for a Center of Excellence (CoE) Manager who will be a key member of the Client Services Organization. This new position will work in a matrix organization to establish processes, procedures and oversee multiple programs in the Client Services Department. To be successful, this role requires strong strategic, tactical, operational, and organizational skills as well as an understanding of technical oncology material and software platforms. With a continuous improvement mindset and passion for enhancing customer service & experience the individual will provide guidance and insights to the Client Services leadership team leveraging data, analysis, and process improvements to help us achieve our goals.

Essential Duties and Responsibilities:

• Build and monitor KPI dashboards, analyze data, measure impact, identify areas for improvement, and lead cross-functional projects to drive continuous improvement. Continuously refine the metrics and suggest areas of improvement for the department
• Collaborate to develop and implement best practices for the Client Services team, introduce process excellence across the organization to improve overall performance
• Evaluate, assess and implement new Customer Service/Experience tools and software platforms and incorporate this knowledge into the improvement initiatives
• Liaise with internal partners and lead content creation for launches and onboarding Client Services team members
• Partner with Client Services leadership to develop a robust training strategy and ensure that the training and competency of new and existing members are current
• Work effectively with other department managers to develop and enhance processes efficiencies between the functional areas to ensure that SOPs and best practices for each team are met
• Develop the audit program for the department and collaborate with SMEs to implement it
• Collaborate with the software team to strategize, drive enhancements and platform integrations leading to improvement in operational efficiencies
• Drive customer satisfaction surveys, identify areas of improvement and suggest solutions in the customer journey
• Represent the Voice of the Customer and the needs of the team in cross-functional meetings
• Partner with clients and internal product teams to implement new initiatives like digital ordering system
• Provide leadership and drive change in culture toward lean and continuous improvement principles
• Demonstrate flexibility and adaptability in a fast-paced dynamic environment

Qualifications

• BS degree in Biological Sciences or an analytical discipline is required. Project Management Certification and/or process improvement (Lean, Kaizen) is a plus
• 10+ years of experience in pharma, diagnostic, medical device, biotech or healthcare setting
• Strong analytical and critical thinking abilities for data mining and timely decision-making while functioning in a fast-paced dynamic work environment
• Experienced with Excel (statistical functions), CRM, data visualization tools (example of tools: Power BI, SFDC, Tableau), learning and quality management software
• Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format
• Prior experience implementing new tools and software for training, auditing, and customer service with knowledge of AI-powered tools to measure and improve customer experience is desirable
• Proven experience in identifying and leading cross-functional projects & programs, core teams related to training, customer experience, process maturity, continuous improvement, and operational efficiency is necessary
• Ability to lead effectively in the face of ambiguity, and work collaboratively in a matrix environment and partner with external/internal stakeholders; demonstrated experience in assessing and addressing stakeholder needs through influence, conflict resolution and negotiation
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