Director, Customer Experience

1 week ago

Palo Alto, California, United States Guardant Health Full time


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.

Job Description

About the Role:


The Director of Customer Experience will be a leader in the Marketing organization who is responsible for working cross-functionally to define and achieve an optimal customer experience for Guardant Healths various customer segments across the entire portfolio.

Primary collaboration partners will include Client Services, Product, Software Product, Field Sales, Marketing Promotions, and Laboratory Operations, although collaboration will extend to other teams throughout the organization.


Essential Duties and Responsibilities:
Lead short- and long-term vision & strategy related to customer experience (CX) and advocate for the resources necessary to drive customer adoption, retention, and expansion
Identify novel approaches to optimize CX for the following pillars:
ordering, sample acquisition, report access, problem cases, and billing
Lead a team of cross-functional stakeholders to prioritize and implement efficiently
Work cross-collaboratively to define and execute on a digital product roadmap (including 3rd party and internally developed technology solutions) that will maximize business, growth, and growth protection objectives, as well as allow for flexibility to address changing market dynamics
Solicit and integrate Voice of Customer (VoC) into all CX-related strategy and execution; working cross-functionally as necessary
Provide leadership across the Commercial organization, as well as partner and communicate effectively with cross-functional leadership stakeholders
Qualifications

5+ years of Marketing, Customer Experience or Software Product Management work, preferably in oncology diagnostics or a related area
Strong business acumen and analytical skills that translate to effective tactics and strategy
Persistent curiosity to gather customer insights and quickly develop effective strategies & tactics based on these insights
Demonstrated track record of achievement and of influencing business outcomes across diverse functional boundaries, with and without direct reporting relationships
Ability to work effectively and collaboratively in a team-based environment and partner with external/internal stakeholders
Comfortable with ambiguity, problem-solver, creates a culture of collaboration and teamwork, facilitate discussions of complex ideas
BS/BA degree in business-related discipline required; MBA preferred
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.
Additional Information

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.

The US base salary range for this full-time position is $135,000 to $206,500. 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 $180,000 to $243,000.

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
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.

To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our

Privacy Notice for Job Applicants

.

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