Senior Manager / Associate Director of Client Services

Role Levels

• Senior Manager: Leads a team of up to 12, including a Lead/Supervisor, and is heavily involved in day-to-day operations, including escalations, coaching, quality, and daily performance against KPIs.
• Associate Director: Owns a broader scope, managing established managers across functions that impact the patient experience and leading larger strategic initiatives for the Client Services organization.

Responsibilities

• Team Leadership: Lead, mentor, and motivate the Client Services team (Senior Manager: up to 12 team members, including a Lead/Supervisor; Associate Director: established managers and their teams). Set performance goals, conduct semi-annual performance evaluations, and coach team members to improve individual and team performance.
• Customer Support: Manage and resolve escalated inquiries, issues, and complaints related to our screening test or patient results. Respond to customers promptly and accurately by phone, email, or Slack, and maintain high customer satisfaction and a positive patient experience.
• Troubleshooting: Partner with technical teams and key stakeholders to resolve complex customer, operational, and technical issues in a timely manner. Equip the team with the knowledge and resources to diagnose and troubleshoot problems, and demonstrate proficiency with our proprietary digital tools to continuously improve the user experience.
• Process Improvement: Continuously review and improve customer service standard operating procedures (SOPs) and policies to increase efficiency and productivity. Analyze customer feedback and performance metrics to identify opportunities and implement improvements.
• Training and Development: Develop training programs and materials, and lead regular training sessions and workshops, so representatives have the product knowledge, technical skills, and customer service techniques they need.
• Reporting and Analysis: Monitor and analyze key performance indicators (KPIs) such as response time, average speed to answer, first-call resolution, and customer satisfaction. Prepare regular reports and present findings and recommended actions to senior management.
• Cross-functional Collaboration: Work with Sales, Marketing, and Product Development to relay customer feedback, address product issues, and contribute to product and service improvements. Build strong working relationships and promote a customer-centric culture across the organization.

Qualifications

• Bachelor’s degree in business, life sciences, healthcare administration, or a related field.
• Senior Manager: Minimum of 5 years of total experience, including at least 3 years in a people management role.
• Associate Director: Minimum of 8 years of total experience, including at least 5 years in people management and experience leading managers.
• Experience in a diagnostics laboratory, life sciences, or prenatal multi-customer-facing environment preferred.
• Strong leadership skills with the ability to inspire and motivate a high-performing team.
• Experience interviewing, hiring, and building out a strong customer service team.
• Experience holding 1:1s with team members and delivering performance appraisals.
• Ability to work in a very fast-paced, dynamic environment.
• Exceptional verbal, written, and presentation skills; ability to effectively tailor messages to different audiences, both internally and externally.
• Passion for creating a delightful experience for internal and external customers.
• Forward-thinking, with an innate ability to break down and de-escalate complex situations with little or no guidance.
• Proven track record in a customer service management role; excellent problem-solving and troubleshooting capabilities.
• Proficiency in customer relationship management systems and tools, particularly Salesforce Lightning.
• Strong analytical and reporting skills, with the ability to analyze and interpret KPI metrics.