Customer Service Manager, GRAIL
Healthcare/Life Science
Early cancer detection and research
Job no longer available
Early cancer detection and research
1001+ employees
Job no longer available
1001+ employees
Company mission
GRAIL's mission is to transform cancer care through early detection.
Role
Who you are
- Ideal candidate will have 5+years of experience in a service role, with at least 2+ years in a supervisory or leadership position
- Familiarity with the regulations, standards, and policies governing healthcare in the UK
- Adept at identifying logistics issues and directing investigations to resolution
- Strong technical background, adept at investigating and articulating early-stage digital product issues to engineers and supporting teams is essential
- Demonstrated ability to effectively manage and lead a diverse team to achieve performance goals
- Previous work experience with or at the NHS preferred
- Previous experience using Salesforce preferred
- Experience using Google Workspace and MacOS preferred
- Bachelor's degree or equivalent required
- Excellent verbal and written communication skills, with the ability to engage effectively with both internal and external stakeholders
- Strong problem-solving and decision-making abilities, with the capacity to make sound judgments in high-pressure situations
- A customer-focused mindset, with a strong commitment to delivering exceptional service
- Adaptability and flexibility to thrive in a fast-paced and dynamic work environment
- Exceptional organisational skills, keen attention to detail, and the ability to handle multiple tasks and priorities simultaneously
What the job involves
- The Customer service Supervisor is responsible for building and managing the entirety of GRAIL’s United Kingdom Customer Service operations
- You and your team of UK-based Customer Service Representatives (CSRs) will provide support to stakeholders including the NHS and those taking the Galleri test to ensure the success of Galleri delivery within the UK
- Act as the primary liaison between GRAIL’s UK Customer Service activities, relevant UK colleagues and Customer Service leadership, providing regular updates on progress and challenges
- Partner with US-based Customer Service leadership and support personnel including project managers, trainers, analysts, and architects to scale GRAIL UK Customer Service operations
- Recruit, hire, and onboard CSRs tailored to the needs of the UK
- Design and implement processes critical to GRAIL’s success in the UK
- Work closely with the GRAIL Clinical Laboratory and Implementation and other relevant teams
- Supervise and manage the day-to-day operations of the Customer Service team, ensuring smooth and efficient functioning
- Develop and implement a comprehensive scheduling plan to ensure optimal coverage and efficient resource utilisation, keeping key GRAIL colleagues appraised of progress
- Provide ongoing coaching, mentoring, and training to enhance team members' skills, knowledge, and overall performance
- Monitor team performance and offer feedback to improve customer satisfaction levels, while also establishing and tracking individual and team KPIs
- Address escalated customer issues promptly and find timely resolutions to maintain a high level of customer satisfaction
- Implement quality control procedures, including call monitoring, to consistently meet customer service standards
- Actively participate in live calls to offer support and assistance to agents as needed
- Cultivate a positive and inclusive work environment that encourages open communication, pride-in-role, teamwork, and employee engagement
- Conduct performance evaluations and create action plans to support team members' professional development
Salary benchmarks
Our take
Detecting cancer early matters a lot. Survival rates are much higher when cancer is diagnosed in earlier stages. However, early screening only exists for a limited number of cancer types and the majority of cancer diagnosis are made later, when survival rates are much lower.
GRAIL is on a mission to improve cancer detection and save lives. By bringing together experts in bioinformatics, clinical science and deep learning, the company is building models from tumour genome sequencing data to provide actionable insights into how multiple types of cancers could be detected early using blood tests.
The development of these blood tests is supported by population-scale clinical studies. GRAIL is building an atlas characterising the levels of 'cell-free nucleic acids' (a key indicator of cancers) in thousands of individuals with and without cancer to help validate their early-stage tests. These will be some of the largest cancer-related studies ever to date. The company has also developed Garelli - a new blood test that has the ability to detect more than 50 types of cancer through a single blood draw, now becoming available on health insurance plans such as Curative Insurance.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2020
$390m
SERIES D
Dec 2019
$125m
SERIES D
Total funding: $1.8bn
Company benefits
- Outstanding People - Join a team of passionate and dedicated professionals, committed to collaboration, education, and proactive problem-solving.
- Strong Compensation - We offer competitive salaries and savings plans to provide for long-term financial planning.
- Complete Health Coverage - Take advantage of comprehensive health coverage, with medical, dental and vision, to keep you and your family healthy.
- Work-Life Balance - Make everyday life more manageable with flexible time off – we trust you to do great work and take time for yourself.
Company HQ
Menlo Park, CA
Leadership
Bob Ragusa
(CEO, not founder)BSE and MSE from Carnegie Mellon and MBA from University of Connecticut. Over 3 years as a EVP at Accuray and 7 years as COO at Illumina. Currently a Board member at Twist Bioscience.
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