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Director, Global Customer Service at Genomic Health
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Director, Global Customer Service

Apply Share Job ID 1171 Category Customer Service/Accessioning Job Location Redwood City, California Posted Date 10/16/2018

Overview:

Reporting to the Vice President, US Oncology Sales and Customer Service, the Director, Global Customer Service is responsible for the overall operations and regulatory and quality management compliance of the Customer Service Department, which includes the following operational areas: Global Client Services, Customer Success, and Customer Service Operations.

As the Director, Global Customer Service, you will be innovative, provide strategic vision for customer excellence and satisfaction, and advocate within the organization on behalf of the customers and our patients. In addition, you will be responsible for the on-going recommendations and development of customer service policies and procedures to ensure consistent, high quality customer experience worldwide. A large component of this job is to translate departmental goals into performance objectives for each line manager and measure departmental and individual performance against plan. You will develop short, medium, and long-term operational performance goals for Customer Service to achieve Genomic Health's strategic objectives. Inspire, motivate, and engage all levels of the organization to ensure continuous learning to advance the company.

RESPONSIBILITIES / DUTIES
· Lead the development, implementation and evaluation of strategic and operational programs and initiatives of the Customer Service department; Work closely with the Customer Service Managers to ensure workflow, service standards, regulatory requirements, quality standards, metrics, and KPI's are successfully met
· Cultivate a team culture that reflects through each customer service interaction and encourages Customer Service Agents to act as brand influencers; Create a team atmosphere and structure that promotes self-directed work through the development and empowerment of staff
· Fosters a service-oriented work environment with an emphasis on dedication to serving patients, affording respect to individuals, achievement of highest standards of quality, identifying and supporting opportunities for innovation, supporting teamwork and implementing policies and practices that reflect our vision
· Ensure an effective partnership with external claims and billing management vendor; manage performance to achieve customer satisfaction
· Continue to build the bench strength of the entire customer service department through leadership development programs, ensuring succession planning for future growth and turnover. Hold managers accountable to measurable outcomes
· Collaborate across the organization and with all commercial teams, most notably Commercial Learning, Commercial Planning, Global Field Management, and Product Teams ensuring consistency in messaging and customer experience in programs
· Advocate for organizational support for well-developed business cases to ensure short and long-term needs are met
· Partner with IT, Platform Lifecycle Management, Medical, Clinical Lab to provide direction and support for operational, logistics and clinical requests. Work closely with Legal, Compliance, Lab Operations, Medical, other Commercial functions including Sales & Marketing to define Genomic Health's customer experience vision and ensure all departments are aligned around that vision
· Demonstrate a deep understanding of technology and partner with IT to help prepare sound business cases for investments to drive customer success outcomes
· Develop a Customer Feedback loop for continuous learning and improvement to include customer advocacy initiatives and focus groups activities and use Voice of the Customer input as a mechanism to measure effectiveness of the efforts to improve service levels
· Establish workload levels consistent with needs of the business; conduct capacity planning based on optimal staffing levels to support a multi-product, multi-support customer service program. Actively participate in the Long-Range Plan and Operating Plan process including assessment of, and planning for, expansion for the near and future growth
· Demonstrate growth mindset and assertive leadership/decisions making skills with an aptitude for understanding changing market dynamics and resolving complex problems
· Ensure all operations are performed in accordance with Genomic Health policies and procedures and are conducted in strict compliance with all applicable laws and regulations
· Provide an environment which is innovative and strives for continual improvement in everything it does

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES
· Recognized by others, internally and externally, for strong interpersonal and influencing skills
· Ability to work with a wide variety of departments and be able to build consensus with department with competing objectives
· Ability to make tough decisions in support of customer focused initiatives in absence of a consensus.
· Ease of working with internal and external groups in reinforcing policy as well as accepting of suggestions for improvement
· Highly creative at identifying new and different ways to develop solve problems
· Highly effective at overcoming obstacles - tenacious and resilient
· Outstanding written and verbal communication and public relations skills; executive presence
· Strong organizational, prioritization skills
· Experience with and an understanding of the Sales Force Dot Com (SFDC) platform
· Self-directed, able to operate independently
· An excellent team player - strong collaboration and influencing skills
· Ability and desire to thrive in a high-pressure, technical client-services environment

REQUIRED EXPERIENCE, EDUCATION AND LICENSES/CERTIFICATIONS:
· Bachelor's Degree required
· 15+ or more years' experience managing and/or leading a clinical customer service department; experience with customer service in a healthcare environment, diagnostic lab, biotech, medical device, FDA-regulated environment preferred
· At least 5 or more years' experience within an ISO 13485-certified and/or FDA QSR Compliant Quality Management System
· Proven track record in leading and motivating a multi-team department
· Proven ability to drive change initiatives; guide with confidence and empathy through a fast-paced, changing environment
· Demonstrated working knowledge of IVD products a plus

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Reporting to the Vice President, US Oncology Sales and Customer Service, the Director, Global Customer Service is responsible for the overall operations and regulatory and quality management compliance of the Customer Service Department, which includes the following operational areas: Global Client Services, Customer Success, and Customer Service Operations
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If you want to be part of a team that prides itself in teamwork and developing cutting-edge technology at Genomic Health, apply today!