Director, Customer Service (Call center environment) #4767 (copy)

The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience.

This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and 

Responsibilities:

• Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.

• Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.

• Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.

• Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.

• Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.

• Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.

• Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.

• Ensure compliance with legal, regulatory, and quality standards across all service operations.

• Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.

• Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.

• These responsibilities summarize the role’s primary responsibilities and are not an exhaustive list. They may change at the company’s discretion.
   

Adaptability and Growth Expectation

As our organization continues to evolve and grow, this role may require flexibility in responsibilities and duties.  Employees should expect that their role may expand, shift, or be modified to meet changing business needs, strategic priorities, and organizational objectives.
  

 This may include:

• Taking on additional responsibilities.

• Participating in cross functional projects and initiatives. 

• Adapting to new technologies, processes, or methodologies.

• Supporting other departments or teams during periods of high demand.

• Contributing to special projects or temporary assignments as needed.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.

• 12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.

• Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.

• Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.

• Ability to travel 20% as required.

Preferred Qualifications:

• 15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.

• Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance. Minimal applicable standards for this position include:  

  • Clinical laboratory regulations (e.g. CAP, CLIA, NYSDOH, ISO 15189)

  • Protected health information (e.g. HIPAA, GDPR)

  • Strong financial and business acumen, with experience managing large budgets and driving operational efficiency.

  • Expertise in customer service operations, including contact center management, customer experience strategy, and process optimization.

  • Excellent communication and influencing skills to engage effectively with executives, employees, and external stakeholders.

  • Proven track record of leading large-scale transformation, change management, and technology adoption initiatives.

  • Strong commitment to customer advocacy and delivering outstanding customer experiences.

  Working Conditions 

  • Office-based environment with flexibility for hybrid or remote work depending on business needs.

  • Extended work hours may be required to address critical issues, strategic initiatives, or global operations.

  • Frequent interaction with executive leadership, senior stakeholders, and external partners.

  • Regular travel may be required to company sites, customer locations, and industry events.

Physical Demands & Working Environment:

• Hours and days may vary depending on operational needs.

• Standing or sitting for long periods of time may be necessary.

• May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high speed centrifugation.

• Some lifting (up to 25 pounds) may be necessary

• Ability to travel 20% as required