Customer Service Operations Lead (Menlo Park, or Durham NC) #4404

About Grailbio

Our mission is to detect cancer early, when it can be cured. We are working to change the trajectory of cancer mortality and bring stakeholders together to adopt innovative, safe, and effective technologies that can transform cancer care. We are a healthcare company, pioneering new technologies to advance early cancer detection. We have built a multi-disciplinary organization of scientists, engineers, and physicians and we are using the power of next-generation sequencing (NGS), population-scale clinical studies, and state-of-the-art computer science and data science to overcome one of medicine’s greatest challenges. GRAIL is headquartered in Menlo Park, California, with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies.

Job Summary

GRAIL is seeking an Operations Lead for GRAIL’s Customer Service Team. We are seeking a Customer Service Operations Lead to drive the execution of strategic initiatives, optimize processes, and serve as the primary point of contact for customer service-related operations. In this role, you will oversee the daily operations of the Customer Service Call Center to prepare and implement policies, objectives, and initiatives focused on delivering a customer-centric, best-in-class call center. This role is ideal for someone who excels at problem-solving, cross-functional collaboration, analytics, and execution. The ideal candidate will have a strong background in operations, a data-driven mindset, and the ability to execute end-to-end programs that enhance the customer experience and support business goals. This is a hybrid role, 2 days onsite in Menlo Park, CA.

Key Responsibilities

• Lead the development and implementation of new customer service programs, tools, and initiatives from concept through completion.
• Act as the primary point of contact for internal stakeholders on all customer service operational initiatives.
• Analyze performance data to identify pain points, trends, and opportunities for improvement.
• Build reporting frameworks and dashboards to monitor key performance indicators.
• Prepare reports for upper management or other departments, including production statistics and forecasting projections.
• Optimize and document workflows to improve efficiency, scalability, and quality of service.
• Develop and refine standard operating procedures (SOPs) for customer service operations.
• Ensure readiness and alignment across teams for new launches, process updates, and operational changes.
• Research best practices, tools, and emerging trends in customer service operations.
• Identify and test new models or technologies to enhance team performance and the customer experience.