Sr. Director - Customer Service Excellence

Direct message the job poster from JBAndrews

JBAndrews are partnering with a mission-driven global leader in precision medicine — a company built to improve the human condition through cutting-edge molecular science and AI. By combining whole exome and transcriptome sequencing with one of the largest clinico-genomic databases in the world (over 580,000 matched patient records), they’re transforming how cancer and other complex diseases are diagnosed, monitored, and treated.

It’s a great time to join — the company recently completed a successful IPO and has grown from 600 to nearly 1,800 people over the past five years, with continued expansion driving this new opportunity.

This newly created Sr. Dir. of Customer Service Excellence role will lead a high-impact transformation of their case intake and support function.

Compensation:

Bonus: 25%

Equity Eligible: yes

Position Summary

The Senior Director – Customer Service Excellence is more than a leader – this role must be a change agent, a builder of high-performing teams and an operation-minded problem solver who thrives at the intersection of people, process, and performance. This role serves as a hands-on leader of leaders, developing and scaling leadership talent across the department driving service excellence and performance consistency.

This role will lead and inspire a dynamic, multi-faceted team responsible for critical customer service functions, including order intake and case setup trough discrepancy resolution to case activation, and escalation management. This role is ultimately responsible for ensuring cases are set up and activated into the lab as quickly and efficiently as possible without compromising on quality or accuracy. The ideal candidate must be an effective cross-functional collaborator, aligning closely with a broad group of internal and external stakeholders to shape strategy, remove barriers, and establish scalable solutions.

Additionally, the right person for the job must also champion a culture of continuous improvement, leading initiatives to lean out operations, automate processes and drive efficiencies across the customer service ecosystem and beyond.

Job Responsibilities

Operational Execution

• Drive operational excellence across all functional areas within Customer Support, delivering high-quality service that aligns with clinical and laboratory standards.
• Ensure timely and accurate case intake and setup to support rapid activation of testing in the laboratory.
• Maintain optimal performance across the end-to-end customer journey—from order intake through case activation—prioritizing speed, accuracy, and quality.
• Lead escalation response for complex or high-impact customer and clinical issues, ensuring swift resolution, thorough root cause analysis, and preventive action in collaboration with cross-functional stakeholders.
• Oversee critical operational support areas including ordering portals, case processing, client account setup, and documentation workflows to enable efficient and compliant lab testing operations.
• Monitor departmental productivity and performance using data-driven tools; identify trends, track KPIs, and report key metrics to senior leadership.
• Ensure ongoing compliance with healthcare regulations and internal quality standards through regular audits and process checks.
• Champion a culture of continuous improvement, leveraging automation, workflow optimization, and system enhancements to increase service efficiency and reduce pre-qualification time.
• Identify and implement process improvements and technology-driven solutions to resolve service inefficiencies and support business scalability.
• Collaborate with cross-functional teams (e.g., Lab Operations, IT, Commercial) to streamline case workflows and improve internal handoffs across the service and laboratory work streams.
• Conduct deep-dive analyses into service gaps, workflow bottlenecks, and customer feedback to drive data-backed process enhancements.
• Ensure the Customer Support team is equipped with up-to-date training, tools, and resources, fostering a learning environment that supports professional growth and compliance.

Strategic Leadership

• Develop and execute a…