Customer Service Operations Lead #4404

Customer Service Operations Lead

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.

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.

Preferred Qualifications

The expected, full-time, annual base pay scale for this position is $111,000 to $139,000. Actual base pay will consider skills, experience, and location. Based on the role, colleagues may be eligible to participate in an annual bonus plan tied to company and individual performance, or an incentive plan. We also offer a long-term incentive plan to align company and colleague success over time.

In addition, GRAIL offers a progressive benefit package, including flexible time-off, a 401k with a company match, and alongside our medical, dental, vision plans, carefully selected mindfulness offerings.

GRAIL is an Equal Employment Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. We will reasonably accommodate all individuals with disabilities so that they can participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.