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
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Position Summary:
The Customer Excellence Specialist will be a key member of the Client Services (Center of Excellence) Organization. This new position will work in a matrix organization and the primary responsibilities will be to train internal and external partners and execute process improvements projects related to customer excellence
● Conduct onboarding, refresher and new product/process training for the Client Services organization, external partners (BPO) and other teams within Guardant as needed
● Create SOPs, work instructions and assist in developing and executing knowledge management resources for the department
● Maintain Client Services Knowledge Base, including Confluence shared spaces, FAQs and How-Tos, and relay relevant change management information to the larger team
● Manage projects related to developing and implementing best practices for the Client Services team, introduce process excellence across the organization to improve overall performance
● Assist in internal audit activities for Client Services
● Collaborate with other departments to develop and enhance process efficiencies between the functional areas to ensure that SOPs and best practices for each team are met
● Help develop the audit program for the department and collaborate with SMEs to implement it
● Collaborate with the software team to test enhancements leading to improvements in operational efficiencies
● Demonstrate flexibility and adaptability in a fast-paced dynamic environment and take on additional responsibilities as needed
Qualifications:
● Typically requires a university degree and typically at least 2 years of related experience; or an advanced degree without experience.
● Customer support/training experience in pharma, diagnostic, medical device, biotech or healthcare setting is desired
● Proficient verbal and written communication skills; including experience in writing SOPs
● Prior experience implementing knowledge management tools and learning software is a plus
● Demonstrated proficiency in simplifying clinical oncology technical material and terminologies into easily understood format is desired
● Ability to liaise with external partners and travel domestically for training and company meetings is as needed
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.
Hybrid Work Model:
This section is applicable to onsite employees who are eligible for hybrid work location as specified by management and related policies.
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. We have found aligning our scheduled in-office days allows our teams to do the best work and creates the focused thinking time our innovative work requires. At Guardant, our work model has created flexibility for better work-life balance while keeping teams connected to advance our science for our patients.
The annualized base salary ranges for the primary location and any additional locations are listed below. This range does not include benefits or, if applicable, bonus, commission, or equity. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, education, job-related skills, job duties, and business need.
Primary Location: Remote - Open Position (USA)
Primary Location Base Pay Range: $63,835 - $87,805
Other US Location(s) Base Pay Range: $63,835 - $87,805
If the role is performed in Colorado, the pay range for this job is: $67,590 - $92,970
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.
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
[email protected]
A background screening including criminal history is required for this role. GH will consider qualified applicants with criminal arrest or conviction histories in a manner consistent with applicable law including but not limited to the LA County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
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, or protected veteran status and will not be discriminated against on the basis of disability.
All your information will be kept confidential according to EEO guidelines.
To learn more about the information collected when you apply for a position at Guardant Health, Inc. and how it is used, please review our
Privacy Notice for Job Applicants
.
Please visit our career page at:
http://www.guardanthealth.com/jobs/