Director of Customer Experience

4 days ago

Palo Alto, California, United States Guardant Health Full time
Job Description

About the Role:

The Director of Customer Experience will be a key leader in the Marketing organization who is responsible for working cross-functionally to define and achieve an optimal customer experience for Guardant Health's 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.

Key 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

Requirements:

  • 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

Additional Information:

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 our HR team.

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.

  • Customer Experience Associate

    3 days ago

    Palo Alto, California, United States Earnin Full time

    About EarnInEarnIn is a pioneering financial technology company that specializes in building innovative products that provide real-time financial flexibility for individuals living paycheck to paycheck. Our mission is to deliver exceptional customer experiences through our 24x7 operations, leveraging effective operations and actionable insights to drive...

  • Customer Experience Specialist

    3 days ago

    Palo Alto, California, United States Guardant Health Full time

    About the RoleGuardant Health is a leading precision oncology company focused on helping conquer cancer globally through the use of its proprietary tests, vast data sets, and advanced analytics. The company's oncology platform leverages capabilities to drive commercial adoption, improve patient clinical outcomes, and lower healthcare costs across all stages...

  • Customer Experience Representative

    1 month ago

    Palo Alto, California, United States Government Employees Insurance Company Full time

    Customer Service Representative – Katy, TXSalary: $20.50 per hour / $41,307.50 annuallyWhen you grow, GEICO grows. And if you're the kind of person who likes to solve problems and help others when they need it, you could be a perfect fit to grow your career with GEICO. We're looking for Customer Service Representatives for our Katy, TX office. This role is...

  • Restaurant Host

    3 days ago

    Palo Alto, California, United States Neiman Marcus Full time

    Job Summary:We are seeking a skilled Restaurant Host to join our team at Neiman Marcus. As a Restaurant Host, you will play a critical role in providing exceptional customer service and ensuring a seamless dining experience for our guests.Key Responsibilities:Greet customers and provide a warm and welcoming atmosphereManage wait times and escort customers to...

  • Director Inclusion Cross Cultural Engagement

    2 months ago

    Palo Alto, California, United States The University of Mississippi Full time

    Job Title: Director of Center for Inclusion and Cross-Cultural EngagementThe Director of Center for Inclusion and Cross-Cultural Engagement position is responsible for managing the operations of the center, developing programs to promote access and student retention, and establishing strategic planning for the center's mission.ResponsibilitiesSupport...

  • Technical Program Manager, Search

    7 days ago

    Palo Alto, California, United States Amazon Full time

    About the RoleAmazon is a leading e-commerce company with a massive customer base and a vast array of products. Our search team is responsible for creating powerful and customer-focused search solutions and technologies.The Search Customer Experience team, within Amazon Search, is responsible for the customer-facing features, information, and look & feel of...

  • Sales and Enrollment Director

    2 weeks ago

    Palo Alto, California, United States FLEX Full time

    Unlock Your Potential as a Sales and Enrollment Director at FLEXWe are seeking a highly motivated and results-driven Sales and Enrollment Director to join our team at FLEX. As a key member of our sales team, you will be responsible for driving sales growth, building strong client relationships, and delivering exceptional customer service.Key...

  • Director of Senior Living Services

    7 days ago

    Palo Alto, California, United States Oakmont Senior Living Full time

    Job SummaryWe are seeking an experienced Executive Director to lead the day-to-day operations of our senior living community. The successful candidate will be responsible for managing the community's staff, achieving budgeted occupancy, and maintaining a high level of customer satisfaction.Key ResponsibilitiesLeadership and Management: Supervise and manage...

  • Director, Operations

    1 month ago

    Palo Alto, California, United States Sodexo Full time

    Unit DescriptionWe are makers of good food.The Good Eating Company is seeking several dynamic individuals for the role of Director of Operations to support our business in The Bay Area of California . They will oversee the execution of our customer's critical infrastructure focusing on support to lead our top team of professionals in The Good Eating Company....

  • Executive Director

    7 days ago

    Palo Alto, California, United States Oakmont Senior Living Full time

    Job SummaryWe are seeking an experienced Executive Director to lead the day-to-day operations of our senior living community. The successful candidate will be responsible for managing the community's staff, achieving budgeted occupancy, and maintaining a high level of customer satisfaction.Key ResponsibilitiesLeadership and Management: Supervise and manage...

  • Accounting Director

    4 days ago

    Palo Alto, California, United States EK Recruiting LLC Full time

    Job DescriptionJob Title: Accounting DirectorJob Summary:We are seeking an experienced Accounting Director to join our team at EK Recruiting LLC. The successful candidate will be responsible for leading our accounting operations, ensuring accuracy and compliance in financial reporting, and driving results.Key Responsibilities:Partner with leadership to...

  • Director of Engineering, Wallets

    3 days ago

    Palo Alto, California, United States BitGo Inc. Full time

    About BitGo Inc.BitGo Inc. is a leading digital asset financial services company, providing institutional investors with custody liquidity and security solutions. The company is active in both centralized and decentralized finance, offering market-leading trading, lending, and borrowing services through its prime brokerage services. BitGo also acts as the...

  • Product Marketing Director

    4 days ago

    Palo Alto, California, United States Globality, Inc. Full time

    About the RoleAs a key member of the Globality, Inc. team, the Director of Product Marketing will play a critical role in enhancing product positioning to drive conversion and expansion of the Globality platform.Key ResponsibilitiesDevelop Compelling Messaging: Create differentiated messaging with a clear understanding of the target audience, competition,...

  • Director/Associate Director, Recruiting Creative

    3 days ago

    Palo Alto, California, United States NCAA (National Collegiate Athletic Association) Full time

    Job SummaryWe are seeking a highly skilled and experienced Director/Associate Director, Recruiting Creative to join our team at Stanford University's Department of Athletics, Physical Education and Recreation (DAPER). This is a full-time, exempt position that will play a critical role in advancing the student-athlete recruiting efforts of assigned Stanford...

  • Director of Software Engineering and AI Experimentation

    4 days ago

    Palo Alto, California, United States Beck Region - Modern Woodmen of America Full time

    Job SummaryWe are seeking a highly skilled and experienced Director of Software Engineering and AI Experimentation to lead our team at Beck Region - Modern Woodmen of America. As a key member of our Core Engineering team, you will be responsible for driving innovation and impact by developing technical solutions across departments.Key ResponsibilitiesOversee...

  • Director of Product Development

    7 days ago

    Palo Alto, California, United States Drip Capital Inc. Full time

    About Drip Capital Inc.Drip Capital Inc. is a leading FinTech company focused on the global SME cross-border trade industry. We offer innovative trade financing products targeted towards SMEs in developing markets, providing rapidly growing SMEs quick and easy access to finance. With a focus on technology, our vision is to eliminate the hassle of paperwork...

  • Director, Business Development

    10 hours ago

    Palo Alto, California, United States Privateer Full time

    About the RoleWe are seeking a seasoned Business Development Director to join our team at Privateer Space, Inc. As a key member of our leadership team, you will be responsible for driving business growth and expansion through strategic partnerships, innovative solutions, and exceptional customer service.Key ResponsibilitiesDevelop and Execute Business Growth...

  • Director of Parking Operations and Services

    2 weeks ago

    Palo Alto, California, United States Stanford University Full time

    About the RoleStanford University is seeking a highly skilled and experienced Director of Parking Operations and Services to lead the development and implementation of parking strategies that support the university's academic mission and enhance the overall campus experience.Key ResponsibilitiesLeadership and Management: Provide strategic direction and...

  • Financial Director

    7 days ago

    Palo Alto, California, United States EK Recruiting LLC Full time

    About the RoleWe are seeking a highly experienced and strategic Financial Leader to join our team at EK Recruiting LLC as a Director of Accounting. This is a unique opportunity to lead our revenue and costs functions, drive financial growth, and contribute to the company's long-term success.Key ResponsibilitiesPartner with our leadership team to develop and...

  • Director/Sr. Director, Business Development and Operations

    8 hours ago

    Palo Alto, California, United States BridgeBio Pharma Full time

    Job SummaryWe are seeking a highly experienced and skilled Director/Sr. Director, Business Development and Operations to join our team at BridgeBio Pharma. This is a critically important role that will own and shape the scientific, operational, and external-facing facets of our value-driving subsidiaries.Key ResponsibilitiesDevelop and own the business plan,...