Sr Director / VP Customer Service Excellence

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

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.

Innovation & Continuous Improvement

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 workstreams.
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 long-term strategy for Customer Support operations, ensuring alignment with organizational goals and the evolving needs of patients, providers, and partners.
Provide strong, consistent leadership that translates company and departmental objectives into clear, actionable goals for the team.
Build and sustain a high-performing leadership pipeline through effective coaching, performance management, and succession planning.
Partner with executive leadership to reimagine service delivery models and implement scalable, tech-enabled solutions that elevate the customer experience and support business growth.
Ensure leaders are held accountable for effective documentation and timely execution of employee feedback, 1:1s, development plans, and performance reviews in Workday.
Lead hiring and onboarding initiatives in collaboration with CS leaders, ensuring new employees are properly oriented and trained for success.
Facilitate regular leadership meetings to align on strategic priorities, operational changes, and departmental updates.
Represent the Customer Support function in cross-functional forums and ensure key stakeholders are informed of performance updates, emerging risks, and opportunities for collaboration.
Act as a visible and accessible leader supporting special projects, stepping in where needed, and modeling a service-first, patient-focused mindset.

Required Qualifications

Bachelor's degree from an accredited college or university
Minimum of 7+ years laboratory/ healthcare industry experience in customer support, account management or sales support capacity.
3-5 years of progressive managerial experience
Exceptional communication skills, verbal, written and presentation
Effective cross-functional collaborator and change management skills.
Strong analytical mindset and data fluency, with experience in business intelligence platforms to drive insights into executive decision-making frameworks.
A collaborative, customer-centric leader with excellent communication skills and cultural awareness, adept at working across global teams.
Flexible, adaptable, and experienced in a high-growth, dynamic environment focusing on continuous improvement.
An influencer and culture builder who leads by example, builds trust across teams, and uplifts others through mentorship, clarity and empowerment.
A strategic operator with a bias for action, a passion for process improvement. And the ability to balance day-to-day execution with long-term vision and planning.
A curious innovator who questions the status quo, thrives in complexity, and turns insights into action.
Experienced in leading large, complex service teams with a proven track record of delivering on key operational metrics in a highly regulated and high-volume environments.
Proficient in Microsoft Office Suite, specifically Word, Excel, and Outlook, Tableau, Workday, and general working knowledge of laboratory information systems.

Preferred Qualifications

7 years' experience in oncology sales, service, and lab experience
MBA, MHA, or similar advanced degree
LEAN, Six Sigma, or other process improvement certifications

Physical Demands

Ability to sit and stand for extended periods of time
Possess ability to perform repetitive motion

Training

All job specific, safety, and compliance training are assigned based on the job functions associated with this employee.

Other

This position requires periodic travel and some evenings, weekends, and/or holidays.

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Sr. Director - Customer Service Excellence