Client Services & Operations Support Manager

This role will support the operations for our recently launched revolutionary blood-based test for early cancer detection. In this role, you will work with our dynamic AMEA (Asia Pacific, Middle East and Africa) Team and collaborate closely with our US lab as well as our distributors in the region. We expect you to be an exceptional team member who will go that extra mile for patient care and help resolve urgent and time-critical issues. You should be able to personally engage customers in a positive and friendly manner to resolve issues and deliver the best possible customer experience.

Job Responsibilities:

1. Responsible for receiving and responding to all types of communication: phone, email and web inquiries from channel partners, customers (physician offices, laboratories, and hospitals) and patients.

2. Handle a variety of inquiries, including questions about our technology, products and services, status of test results etc.

3. Create content and SOPs for product launch with new clients and train external partners on the operations set-up.

4. Direct enquiries internally to the appropriate departments (e.g. medical, finance, commercial, marketing, etc.)

5. Keeping precise and clear documentation of all communications and follow up activities

6. Follow up with channel partners and other related stakeholders to obtain missing information required to complete the order entry process

7. Send/re-send patient reports as requested by the customers

8. Assist with logistics/operations set-up for our commercial business and clinical trials

9. Order and/ or facilitate the supply of kits and manage replenishment of kit inventory based on demand, for our teams in different markets.

10. Understand accessioning and laboratory operations protocols as set by the lab.

11. Develop process improvements related to case tracking, while keeping focus on both quality and turn-around time (TAT) and flag any delays to respective teams.

12. Establish and adhere to Standard Operating Procedures (SOP’s) pertaining to various activities in the workflow.

13. Collaborate with the software team to test enhancements leading to improvements in operational efficiencies

14. Maximize our systems and tools to make the Client Service experience as positive and seamless and as possible.

15. Participate in projects that extend beyond your day to day to stretch to help build a world class Client Service organization.

1. Bachelor’s degree or equivalent in Life Sciences. Knowledge of Genetics and/ or Oncology is a plus.
2. Minimum 2-years’ experience working in a client services role, and relevant working experience of at least 5 years.
3. Experience of working with a healthcare/ biotech company preferred
4. Experience of handling operations and logistics with knowledge of general supply chain and/ or inventory planning preferred
5. Experience of handling logistics related to blood samples preferred
6. Competent in Microsoft Office, Excel and Salesforce.
7. Have excellent written and verbal communication skills
8. Team player who is known for the ability and willingness to collaborate with a team comprised of internal employees, contractors, and managers
9. Able to multitask and take on various projects, working with self-discipline, good judgment, and independence in a dynamic office setting
10. Ability to adapt to changing procedures, policies, and work environment
11. Flexibility with respect to working hours based on operational needs
12. Proficient in speaking, reading and writing English. Second language is a plus.
13. Problem-solving attitude and exercise critical thinking

Guardant Health AMEA 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.