Hybrid Customer Service Operations Lead

at GRAIL

• Job title: Customer Service Operations Lead
• Job type: Full Time
• Experience level: Senior
• Salary: $111,000 - $139,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Menlo Park, United States

About the role

• Operations Lead driving execution of customer service strategies in a cancer detection company. Overseeing daily operations to enhance customer experience and operational efficiency.

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.

Requirements

• Bachelor’s degree or equivalent experience required
• 8-10 years of experience in customer service, operations, or a related field
• Proven experience leading operational initiatives or programs.
• Strong analytical skills with the ability to interpret complex data sets and drive insights.
• Demonstrated ability to collaborate cross-functionally and manage multiple priorities.
• Solid project management skills and ability to influence and drive decision making.
• Familiarity with contact center tools and technologies (e.g., CRM, ticketing systems, knowledge bases).
• Excellent verbal and written communication skills.
• Experience managing teams or mentoring others, even in an unofficial capacity, preferred.
• Experience in fast-paced, high-growth environments.
• Prior exposure to CX tools, automation platforms, or workforce planning
• Knowledge of project management tools and methodologies.

Benefits

• flexible time-off
• 401k with a company match
• medical plans
• dental plans
• vision plans
• carefully selected mindfulness offerings