Customer Excellence Specialist (Hybrid)

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

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 to resolve complex issues with customers, train internal and external partners and execute process improvements projects to improve customer experience 

• Provide specialized customer support to key accounts and partner with customers and internal product teams to successfully implement new initiatives like digital ordering system (portal, EMR)  

• Create content and SOPs for launches, train Client Services team members and external partners 

• Assist in developing and executing knowledge management resources for the department 

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

• Evaluate and implement new Customer Service/Experience tools and software platforms and incorporate this knowledge into the improvement initiatives 

• Collaborate with other departments to develop and enhance processes 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 

• Represent the Voice of the Customer and the needs of the team in cross-functional meetings 

• Demonstrate flexibility and adaptability in a fast-paced dynamic environment 

Qualifications

• This role is located in Palo Alto, CA and requires being onsite on Mondays, Tuesdays, and Thursdays.  

• BS degree in Biological Sciences or a similar discipline is required. Process improvement experience (Lean, Kaizen) is a plus 

• 5+ years of process development or improvement, project management, customer support/problem solving experience in pharma, diagnostic, medical device, biotech or healthcare setting is required 

• Proficient verbal and written communication skills; including experience in writing SOPs and ability to consolidate, analyze, and present data required 

• Experienced in training in classroom and/or virtual setting  

• Prior experience working with Product and Software Development teams is preferred 

• Prior experience implementing knowledge management tools and learning software is preferred 

• 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 is desired 

• Able to manage cross-functional projects and analyze sophisticated situations and recommend solutions 

• Ability to liaise with external partners and travel domestically and internationally (up to 20%) for training and company meetings is required 

Additional Information

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. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

The US base salary range for this full-time position is $66,300 to $106,100. The range does not include benefits, and if applicable, bonus, commission, or equity. The range displayed reflects the minimum