Director, Client Services

Company Description

Guardant Health is a leading precision oncology company focused on guarding wellness and giving every person more time free from cancer. Founded in 2012, Guardant is transforming patient care and accelerating new cancer therapies by providing critical insights into what drives disease through its advanced blood and tissue tests, real‑world data and AI analytics. Guardant tests help improve outcomes across all stages of care, including screening to find cancer early, monitoring for recurrence in early‑stage cancer, and treatment selection for patients with advanced cancer. For more information, visit guardanthealth.com and follow the company on , X (Twitter) and Facebook.

We are seeking a dynamic leader to join the Client Services Organization with prior experience in scaling teams and collaborating with evolving businesses to foster innovation, enhance efficiency, and achieve strategic objectives. This role requires exceptional communication and presentation skills, a creative problem‑solving mindset, and a track record of leading strategic plans and initiatives. The position reports to the Vice President, Client Services, and oversees the Screening Client Services organization and other programs, including offshore outsourcing initiatives within the Client Services Department.

Responsibilities

• Define the Screening Client Services performance management framework to enable sustainable growth
• Lead executive‑level presentations, providing business insights and coaching others on effective communication
• Oversee the strategy, development, and implementation of internal operational policies and standard operating procedures (SOPs) that will scale with the organization
• Work with Client Services leadership to meet departmental objectives
• Support the Client Services leadership in handling all human resources‑related issues, such as hiring, training, competencies, and performance evaluations
• Drive a culture of continuous improvement using lean principles
• Work with senior management to align corporate and operational strategies
• Lead the Voice of the Customer / Patient and the needs of the team in cross‑functional meetings (with sales, marketing, operations, software, product) as well as in meetings with C‑level executives
• Maximize our customers’ perception in a multitude of operational ways so that Guardant Health’s value increases over time
• Evolve customer engagement to optimize internal and external relationships, using project metrics and KPIs
• Provide sales support and develop relationships with customers, inter‑office personnel, and outside sales representatives to maintain and grow the client base
• Partner with multiple commercial leadership departments to ensure we are addressing operational needs and driving optimal customer engagement
• Build and scale a centralized outsourcing program for Client Services in multiple geographies across all teams in Client Services Oncology and Screening by collaborating with internal cross‑functional partners and external vendors
• Develop leadership structure to manage the global outsourcing BPO program effectively, establishing and monitoring KPIs to ensure service excellence
• Lead regular business reviews with BPO partners (both remote and in‑person)
• Partner with Client Services leadership to define objectives, create roadmaps, analyze performance data, and drive continuous improvement for the BPO
• Coordinate with software development teams to enable automation to streamline business processes
• Collaborate with the Center of Excellence to implement tools and processes that track and optimize BPO performance
• Partner with other senior leaders in Client Services Organization to implement best practices and process excellence within the Screening organization

Qualifications

Hybrid Work Model

Guardant has 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. This model provides flexibility while ensuring teams are connected to advance our science for patients.

Compensation

Primary Location : Palo Alto, CA – Base Pay Range : $182,500 – $250,950

Other U.S. Locations : $155,100 – $213,300

If performed in Colorado : $164,300 – $225,850

Base pay does not include benefits or bonuses, commissions, or equity. The final offer is based on geography, experience, education, and business needs.

Additional Information

Employee may be required to lift routine office supplies and use office equipment. Majority of 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 to Peopleteam@guardanthealth.com.

A background screening, including criminal history, is required for this role. Guardant will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law, including LA County Fair Chance Policies and the Fair Chance Act.

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, veteran status, or disability. All information will be kept confidential according to EEO guidelines.

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