Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary tests, vast data sets and advanced analytics. The Guardant Health oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes and lower healthcare costs across all stages of the cancer care continuum. Guardant Health has commercially launched Guardant360®, Guardant360 CDx, Guardant360 TissueNext™, Guardant360 Response™, and GuardantOMNI® tests for advanced stage cancer patients, and Guardant Reveal™ for early-stage cancer patients. The Guardant Health screening portfolio, including the Shield™ test, aims to address the needs of individuals eligible for cancer screening.

We are looking for an Associate Director, Client Services Operations & Program Management who will be a key member of the fast paced Client Services Organization. This new position will oversee our Phlebotomy Program, Tissue Procurement and Case Triage teams and provide strong, consistent leadership and direction; translate company and department vision into measurable goals and objectives. To be successful, this role requires strong strategic, tactical, operational, and organizational skills. The candidate will be responsible for driving cross functional initiatives that address delivery capability, quality improvement, cost reduction and infrastructure buildout in a high growth environment

• Develop phlebotomy strategy and operational process for Guardant Health’s Oncology business and build relationships with the phlebotomy partners

• Collaborate with internal cross functional partners, external vendors and develop a strong Mobile Phlebotomy Program for Guardant 360, Reveal, Response tests, optimize turnaround time, negotiate draw fees, reduce cost and facilitate patient access

• Streamline tissue procurement efforts from pathology labs with a goal to reduce overall turnaround time for TissueNext

• Collaborate with the software team to strategize and drive enhancements and platform integrations leading improvement in operational efficiencies and automation

• Act as a SME on enhancement and integration projects related to phlebotomy service, kit ordering, tissue procurement and CRM platform development

• Establish business objectives, roadmaps, analyze data, derive actionable insights, suggest performance and process improvements to senior leadership

• Develop and maintain effective and efficient communications with all internal and external clients

• Partner with sales directors and account executives/managers to ensure client satisfaction is high, current standards for patient access are met or exceeded

• Hire, train, coach, audit, perform competency assessments for the Mobile Phlebotomy, Tissue Procurement and Case Triage teams

• Oversee the strategy, development and implementation of internal operational policies and Standard Operating Procedures (SOPs) that will scale with the organization

• Drive change in culture towards lean and continuous improvement principles

• Compile and present quality metrics internally and at audits conducted by the FDA

• Serve as a point of contact for client and internal escalations for offsite phlebotomy and kit orders, take ownership of escalated situations and drive resolution

• Liaise with Screening division to enable phlebotomy access across Guardant Health

• Represent the Voice of the Customer (areas of satisfaction and dissatisfaction) and the needs of team in cross functional meetings (with sales, marketing, operations, software, product)

• Demonstrate flexibility and adaptability in a fast-paced dynamic environment.

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  Bachelor’s degree is required. Advanced degree is preferred. Additional Certification (Six Sigma methodology) is a plus

• 10+ years of experience working with customers in pharma, diagnostic, medical device, biotech or healthcare setting is required

• 6+ years of experience building operational teams with metrics/KPI performance based management is needed

• Prior experience setting up cost effective phlebotomy programs & managing related logistics in diagnostics companies is desirable

• Experienced with Excel (statistical functions), territory mapping software, CRM, and data visualization tools (Power BI, Salesforce.com/Veeva or Tableau)

• Proven experience in identifying and leading cross functional projects related to customer experience and operational efficiency is necessary

• Excellent attention to quality, rigor and timeliness; high degrees of self-motivation and organization

• Ability to work effectively and collaboratively in a team-based environment and partner with external/internal stakeholders; demonstrated experience in assessing and addressing stakeholder needs through influence, conflict resolution and negotiation

• Ability to travel domestically (up to 25%) for key customer visits, trainings and meetings is required

• Location: Within 50 miles of Guardant Health-Palo Alto Office is preferred

Hybrid Work Model: At Guardant Health, we have defined days for in-person/onsite collaboration and work-from-home days for individual-focused time. All U.S. employees who live within 50 miles of a Guardant facility will be required to be onsite on Mondays, Tuesdays, and Thursdays. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.

Covid Vaccination Policy: Guardant Health requires all employees to be fully vaccinated. We follow the CDC guidelines for the definition of “fully vaccinated”, meaning an employee is consider fully vaccinated against COVID-19 after receiving the second dose of a two-dose vaccine or one dose of a single-dose vaccination, and necessary booster vaccines. In addition, fully vaccinated employees will be required to maintain their fully vaccinated status under this policy by obtaining, if applicable, any FDA-approved boosters. Candidates may request and obtain an approved exemption from Guardant’s COVID-19 U.S. Vaccination Policy as a reasonable accommodation, as consistent with applicable laws. Candidates will not be able to start their employment with Guardant until they show proof of vaccination or have an approved exemption.

The US base salary range for this full-time position is $103,040 to $159,200 USD. The range does not include benefits, and if applicable, bonus, commission, or equity. The range displayed reflects the minimum and maximum target for new hire salaries across all US locations for the posted role with the exception of any locations specifically referenced below (if any).

For positions based in Palo Alto, CA or Redwood City, CA, the base salary range for this full-time position is $147,200 to $199,000. The range does not include benefits, and if applicable, bonus, commission, or equity.

Within the range, individual pay is determined by work location and additional factors, including, but not limited to, job-related skills, experience, and relevant education or training. If you are selected to move forward, the recruiting team will provide details specific to the factors above.

Employee may be required to lift routine office supplies and use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, and biohazard material in the laboratory environment. Ability to sit for extended periods of time.

Guardant Health is committed to providing reasonable accommodations in our hiring processes for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs. If you need support, please reach out to Peopleteam@guardanthealth.com

Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

All your information will be kept confidential according to EEO guidelines.

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Please visit our career page at: http://www.guardanthealth.com/jobs/

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