Associate Director, Client Services Operations & Program Management

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

We are looking for an Associate Director, Client Services Operations & Program Management who will be a key member of the fast paced Client Services Organization. This new position will oversee our Phlebotomy Program, Tissue Procurement and Case Triage teams and provide strong, consistent leadership and direction; translate company and department vision into measurable goals and objectives. To be successful, this role requires strong strategic, tactical, operational, and organizational skills. The candidate will be responsible for driving cross functional initiatives that address delivery capability, quality improvement, cost reduction and infrastructure buildout in a high growth environment

• Develop phlebotomy strategy and operational process for Guardant Health’s Oncology business and build relationships with the phlebotomy partners

• Collaborate with internal cross functional partners, external vendors and develop a strong Mobile Phlebotomy Program for Guardant 360, Reveal, Response tests, optimize turnaround time, negotiate draw fees, reduce cost and facilitate patient access

• Streamline tissue procurement efforts from pathology labs with a goal to reduce overall turnaround time for TissueNext

• Collaborate with the software team to strategize and drive enhancements and platform integrations leading improvement in operational efficiencies and automation

• Act as a SME on enhancement and integration projects related to phlebotomy service, kit ordering, tissue procurement and CRM platform development

• Establish business objectives, roadmaps, analyze data, derive actionable insights, suggest performance and process improvements to senior leadership

• Develop and maintain effective and efficient communications with all internal and external clients

• Partner with sales directors and account executives/managers to ensure client satisfaction is high, current standards for patient access are met or exceeded

• Hire, train, coach, audit, perform competency assessments for the Mobile Phlebotomy, Tissue Procurement and Case Triage teams

• Oversee the strategy, development and implementation of internal operational policies and Standard Operating Procedures (SOPs) that will scale with the organization

• Drive change in culture towards lean and continuous improvement principles

• Compile and present quality metrics internally and at audits conducted by the FDA

• Serve as a point of contact for client and internal escalations for offsite phlebotomy and kit orders, take ownership of escalated situations and drive resolution

• Liaise with Screening division to enable phlebotomy access across Guardant Health

• Represent the Voice of the Customer (areas of satisfaction and dissatisfaction) and the needs of team in cross functional meetings (with sales, marketing, operations, software, product)

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

Qualifications

•  Bachelor’s degree is required. Advanced degree is preferred. Additional Certification (Six Sigma methodology) is a plus

• 10+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required

• 6+ years of experience building operational teams with metrics/KPI performance based management is needed

• Prior experience setting up cost effective phlebotomy programs & managing related logistics in diagnostics companies is desirable

• Experienced with Excel (statistical functions), territory mapping software, CRM, and data visualization tools (Power BI, Salesforce.com/Veeva or Tableau)

• Proven experience in identifying and leading cross functional projects related to customer experience and operational efficiency is necessary

• Excellent attention to quality, rigor and timeliness; high degrees of self-motivation and organization

• Ability to work effect