GeneDx (Nasdaq: WGS) delivers personalized and actionable health insights to inform diagnosis, direct treatment, and improve drug discovery. The company is uniquely positioned to accelerate the use of genomic and large-scale clinical information to enable precision medicine as the standard of care. GeneDx is at the forefront of transforming healthcare through its industry-leading exome and genome testing and interpretation services, fueled by the world’s largest, rare disease data sets. For more information, please visit www.genedx.com.
Job SummaryThe Director, Client Experience – Customer Service, is a key member of the Client Experience leadership team responsible for the strategy, performance, and continuous improvement of three departments—Client Engagement Services, Billing Client Support, and Client Solutions & Operations. This leader drives a cohesive client experience across the end-to-end journey, aligning goals, processes, and technology to deliver measurable outcomes. The Director works cross-functionally with Product, Commercial, Operations, Finance, IT, Engineering and other teams, and serves as the Client Experience representative on the core teams of multiple projects aligned to product pillars, ensuring the voice of the customer informs decisions from concept through scale.
Job ResponsibilitiesStrategy & Leadership
- Define and socialize a multi-year customer service strategy linked to company objectives and product pillars; translate strategy into annual operating plans, OKRs, and budgets.
- Serve as the Client Experience representative on core project teams across product pillars, ensuring requirements, service models, and readiness plans are built into roadmaps.
Department Ownership (Client Engagement, Billing Client Support, Client Solutions & Operations)
- Set clear objectives and performance standards for each department; ensure workflows, policies, and training drive consistency and quality across all customer touchpoints.
- Establish and continuously refine KPI suites—e.g., CSAT/NPS, First Response/Resolution Time, Contact Rate, Escalation Rate, Service Levels, and Call Monitoring, and lead monthly performance reviews with corrective action plans.
- Deliver regular reports to senior leadership with actionable insights and recommendations for improvement.
Cross-Functional Collaboration & Voice of Customer (VoC)
- Partner with Product, Engineering/IT, Operations, and Commercial to design service policies, SLAs, and feedback loops; ensure requirements are captured in PRDs/BRDs and release criteria.
- Stand up and mature VoC mechanisms and closed-loop processes to identify friction, prioritize fixes, and verify impact post-launch.
Program/Portfolio & Change Management
- Lead readiness for launches and major changes (training, knowledge, capacity, tooling, communications), including pilots and phased rollouts; manage risk/issue logs and mitigation plans.
- Direct high-priority, cross-functional projects that streamline operations, reduce risk/cost, and improve client outcomes; ensure benefits realization is tracked.
People Leadership & Development
- Maintain a high-performing management team; recruit, develop, mentor, and succession-plan for critical roles across the three departments.
- Foster a culture of accountability, customer centricity, and continuous improvement; ensure role clarity, career pathways, and robust onboarding/training programs.
Operations, Tooling & Compliance
- Oversee process design, documentation, and policy enforcement; monitor adherence to quality standards, regulatory requirements, and internal audit/compliance expectations.
- Partner with IT/Finance to prioritize and coordinate systems implementations, upgrades, and enhancements across CRM/CCaaS, billing/financial platforms, analytics, and knowledge tools.
Financial & Business Management
- Own departmental budgets and vendor relationships; optimize cost-to-serve and cost-to-collect while protecting service levels and outcomes.
- Build cases for investments in capacity, automation, and tooling; quantify ROI using throughput, quality, and experience metrics.
Customer Advocacy & Escalations
- Act as executive sponsor for complex client escalations; ensure timely root-cause resolution and durable preventive actions.
Other Duties
- Perform other related duties and special projects as assigned in support of company mission and values.
Leads Managers/Supervisors across Client Engagement, Client Solutions & Operations, and Billing Client Support; indirectly leads front-line specialists/analysts. Creates a collaborative environment that enables high performance and career growth.
Education, Qualifications & ExperienceRequired
- Bachelor’s degree in business, healthcare administration, operations, or equivalent experience; Master’s preferred.
- 8–12+ years in customer service/client experience, operations, or billing in healthcare, diagnostics, or similar regulated industries, including 5+ years of experience leading multiple managers and functions simultaneously .
- Demonstrated success leading cross-functional programs and representing customer experience on product/technology initiatives.
- Strong analytical skills; fluency with KPI design, dashboarding, and data-driven decision making.
- Experience with organizational design and scaling teams.
Preferred
- Experience with laboratory and insurance billing; understanding of managed care practices and billing.
- Experience in diagnostics/genetics/genomics; knowledge of medical terminology and clinical workflows.
- Familiarity with CRM/CCaaS platforms, ticketing, and financial systems; proficiency in Microsoft Office.
#LI-REMOTE
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Science - Minded, Patient - Focused.
At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.
Experts in what matters most.
With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.
SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.
From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:
TECHNICAL EXPERTISE
- High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
- Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.
CLINICAL EXPERTISE
- Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
- Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
- Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.
Learn more About Us here.
Our Culture
At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:
- Be bold in our vision & brave in our execution.
- Communicate directly, with empathy.
- Do what we say we're going to do.
- Be adaptable to change.
- Operate with a bias for action.
Benefits include:
- Paid Time Off (PTO)
- Health, Dental, Vision and Life insurance
- 401k Retirement Savings Plan
- Employee Discounts
- Voluntary benefits
GeneDx is an Equal Opportunity Employer.
All privacy policy information can be found here.
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