Customer Service Operations Lead (Menlo Park, or Durham NC) #4404

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care.
We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges.
GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.
For more information, please visit grail.com.
GRAIL is seeking an Operations Lead for GRAIL’s Customer Service Team.
We are seeking a Customer Service Operations Lead to drive the execution of strategic initiatives, optimize processes, and serve as the primary point of contact for customer service-related operations. In this role, you will oversee the daily operations of the Customer Service Call Center to prepare and implement policies, objectives, and initiatives focused on delivering a customer-centric,  best-in-class call center. This role is ideal for someone who excels at problem-solving, cross-functional collaboration, analytics, and execution. 
The ideal candidate will have a strong background in operations, a data-driven mindset, and the ability to execute end-to-end programs that enhance the customer experience and support business goals.
This is a hybrid role, 2 days onsite in Menlo Park, CA

Responsibilities

• Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion.
• Act as the primary point of contact for internal stakeholders on all customer service operational initiatives.
• Analyze performance data to identify pain points, trends, and opportunities for improvement. 
• Build reporting frameworks and dashboards to monitor key performance indicators. Prepare reports for upper management or other departments, including production statistics and forecasting projections.
• Optimize and document workflows to improve efficiency, scalability, and quality of service.
• Develop and refine standard operating procedures (SOPs) for customer service operations.
• Ensure readiness and alignment across teams for new launches, process updates, and operational changes.
• Research best practices, tools, and emerging trends in customer service operations.
• Identify and test new models or technologies to enhance team performance and the customer experience.

Preferred Qualifications

• Bachelor’s degree or equivalent experience required
• 8-10 years of experience in customer service, operations, or a related field
• Proven experience leading operational initiatives or programs.
• Strong analytical skills with the ability to interpret complex data sets and drive insights.
• Demonstrated ability to collaborate cross-functionally and manage multiple priorities.
• Solid project management skills and ability to influence and drive decision making. 
• Familiarity with contact center tools and technologies (e.g., CRM, ticketing systems, knowledge bases).
• Excellent verbal and written communication skills.
• Experience managing teams or mentoring others, even in an unofficial capacity, preferred.
• Experience in fast-paced, high-growth environments.
• Prior exposure to CX tools, automation platforms, or workforce planning
• Knowledge of project management tools and methodologies.

The expected, full-time, annual base pay scale for this position is $111,000 to $139,000. Actual base pay will consider skills, experience, and location.
Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.
In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.
GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. GRAIL maintains a drug-free workplace.