Guardant Health, Inc. · Palo Alto, CA

Director, Client Services at Guardant Health, Inc. — Palo Alto, CA

Full-timePalo Alto, CA$181,800–$250,000/yearPosted 2026-07-20Apply on Workday
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Full job description

Company Description

Position Overview

The Director, Client Services (Oncology) leads and scales a national Client Services organization supporting a rapidly growing, multi-product oncology portfolio. This role owns performance, operational infrastructure, and customer engagement strategy for a team of 100+ Client Services Associates and their leaders.

This leader is responsible for building and optimizing the systems, processes, and analytics required to deliver consistent, high-quality customer experiences at scale. The role serves as a key operational partner across Sales, Clinical Lab, Product, Software, and Operations to support commercial growth.

Key Responsibilities

Operational Leadership and Scale

  • Own national performance for a team of 100+ Client Services Associates and leaders aligned to a territory-based model
  • Design and scale SLAs, SOPs, coverage models, and workflows to support a growing Oncology portfolio
  • Lead workforce planning, including backlog management, prioritization, and execution across national work queues
  • Continuously assess demand and adjust headcount, resourcing, and budget to meet business needs

Performance Management & Analytics

  • Define and operationalize the Client Services performance framework, including team and individual KPIs
  • Monitor service levels, productivity, backlog, customer issues, and growth metrics at daily, weekly and monthly level
  • Analyze performance data to identify trends, root causes, and opportunities; drive corrective action with leadership

Customer Engagement & Commercial Partnership

  • Partner with Sales and Client Services Key Account leadership to strengthen customer relationships and support growth
  • Elevate customer experience through consistent, high-quality operational execution
  • Support commercial teams and act as a key interface between customers, sales, and internal operations

Process Improvement & Execution

  • Identify operational gaps and translate them into structured process improvement initiatives
  • Partner with the CS Center of Excellence and cross functional partners to improve workflows and resolve systemic issues
  • Lead post-launch impact analysis for new products and workflows, adjusting operations as needed
  • Support audit strategy and implement mechanisms to measure and improve productivity

Cross-Functional & Strategic Leadership

  • Align with Senior Management Team to ensure operational strategy supports broader business objectives
  • Partner across Commercial, Product, Software, Clinical Lab, and BPO organizations to drive execution
  • Identify and implement outsourcing opportunities to improve efficiency and scalability

Team Leadership & Development

  • Lead hiring, training, performance management, and organizational development for a large-scale team
  • Partner with the Client Services Center of Excellence to define onboarding, training, and performance ramp expectations

Qualifications

  • Bachelor’s degree required; advanced degree preferred
  • 15+ years of experience in lifesciences, diagnostics, medical device, or healthcare
  • 10+ years of people leadership experience, including leading large-scale teams (100+ employees)
  • Proven experience leading customer support or client services organizations at the Director level
  • Strong track record partnering with commercial (sales) organizations to drive customer outcomes
  • Experience working with BPO/vendor partners is a plus
  • Oncology experience preferred
  • Advanced experience designing workflows and driving process improvements within CRM systems (e.g., Salesforce)
  • Strong analytical capability with experience building and leveraging dashboards and performance metrics
  • Proficiency with Excel and business intelligence tools (e.g., Tableau, Power BI) and AI tools for analysis and enhancing customer experience
  • Demonstrated ability to operate at scale, identify root causes, and resolve complex operational challenges
  • Experience leading cross-functional initiatives across Sales, Marketing, Product, Software and Clinical teams
  • Ability to translate data into strategic actions and influence executive stakeholders
  • Ability to domestically travel (up to 25%) to multiple Guardant sites, leadership meetings, customer sites and internationally to BPO
  • Flexibility with respect to working hours (including company holidays) based on client and company needs is a must

AI & Digital Fluency

  • Demonstrate curiosity, sound judgment, and the ability to critically evaluate and responsibly leverage AI-enabled tools in accordance with company policies, ethical standards, and regulatory requirements to improve the efficiency, effectiveness, and quality of work.

Primary Location: Palo Alto, CA Primary Location Base Pay Range: $181,800 - $250,000 Other US Location(s) Base Pay Range: $154,530 - $212,500 If the role is performed in Colorado, the pay range for this job is: $163,620 - $225,000 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.