About the Job:

This role serves as the a key operational support resource for the Client Services department, providing daily oversight of Client Services performance, workflow management, service delivery, and operational execution. This role acts as a liaison between frontline staff and management, ensuring department goals, service standards, and key performance indicators are achieved. The role is also responsible for monitoring operational performance, supporting team development, managing escalations, coordinating resources, and driving continuous improvement initiatives. While maintaining a working understanding of client-facing processes, the role focuses primarily on departmental operations and team support rather than direct client transaction handling.

Key Responsibilities:

Monitor daily department operations to ensure service levels, productivity targets, and quality standards are met
Coordinate daily team activities, priorities, and operational coverage
Review operational trends and identify opportunities for improvement
Assist leadership in ensuring operational processes are followed as outlined in procedures and meet department standards for customer service and professionalism
Escalate performance concerns and operational risks to management as appropriate
Partner with leadership to support action planning to address team performance gaps and improve team outcomes
Provide day-to-day guidance, peer-mentoring, and support to Client Services Associates
Reinforce departmental expectations, policies, and best practices
Serve as a resource for Client Services workflows and operational procedures, applying established guidance and best practices
Promote a culture of accountability, collaboration, and continuous improvement
Act as the first point of contact for operational and service escalations
Support the resolution of client or internal issues by coordinating with appropriate partners and following established procedures and escalation pathways
Coordinate communication and follow-up activities related to escalated situations
Prepare and maintain operational reports and performance dashboards in collaboration with leadership
Participate in departmental projects and strategic initiatives
Support implementation of new processes, technologies, and workflow enhancements
Assist in identifying workflow issues and supporting solutions that improve operational efficiency and service quality
Collaborate with internal stakeholders to improve operational procedures and client outcomes
Support leadership in achieving departmental and organizational objectives
Foster a positive, collaborative, and customer-focused team environment
Travel up to 5% of the time
Other duties as assigned
Comply with FMI's attendance policies

Qualifications:

Basic Qualifications:

Bachelor's Degree AND 2+ years of prior work experience in a related customer services role,
OR
Associate’s Degree AND 4+ years of prior work experience in a related customer service role,
OR
High School diploma (GED) AND 6+ years of prior work experience in a related customer service

Preferred Qualifications:

4+ years of experience in a related customer service, biotech, healthcare, or sales role
Experience with utilizing a Customer Relationship Management (CRM system)
Experience using the Salesforce contact platform
Experience in data and trend analysis for operational management and efficiency
Prior experience in working with global teams
Demonstrated history of managing multiple concurrent initiatives while maintaining workflow
Demonstrated ability to manage and escalate issues and drive issue resolution
Demonstrated ability to problem solve both technical and human/interpersonal problems
Demonstrated ability to work independently with minimal direct supervision
Demonstrated ability to perform in a detail-oriented and accountable manner that meets deadlines
Proficiency with Microsoft products, including Word, PowerPoint, Power BI and Excel
Established problem-solving abilities and analytical and negotiations skills
Strong interpersonal skills, including excellent written and oral communication
Understanding of HIPAA and importance of patient safety and data privacy regulations and guidelines
Commitment to reflect FMI’s values: Integrity, Courage, and Passion

The expected salary range for this position based on the primary location of Morrisville, NC is $56,700 - $70,900 per year. The salary range is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.

#LI-Hybrid

Foundation Medicine, Inc. (FMI) is a global, patient-focused precision medicine company delivering high-quality, transformative diagnostic solutions in cancer and other diseases.

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI's EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form. (EOE/AAP Employer)

Learn more about this Employer on their Career Site

Global Client Services Lead (11:30 AM - 8:00 PM)