Customer Excellence Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide training for both internal and external partners while executing projects aimed at enhancing customer excellence processes.

• Facilitate onboarding, refresher sessions, and training on new products and processes for Client Services, external BPO partners, and other teams within Guardant.

• Develop Standard Operating Procedures (SOPs) and work instructions, and support knowledge management initiatives.

• Oversee the maintenance of the Client Services Knowledge Base, which includes Confluence shared spaces, FAQs, and How-Tos.

• Communicate important change management information to the broader team.

• Lead projects that implement best practices and ensure process excellence within Client Services.

• Support internal audit activities pertaining to Client Services.

• Collaborate with various departments to streamline processes and ensure adherence to SOPs and best practices.

• Assist in the development of the department's audit program and work with subject matter experts on its implementation.

• Partner with the software team to test enhancements that boost operational efficiency.

• Take on additional duties as required in a dynamic work environment.

⛳️ Requirements

• Generally requires a university degree and a minimum of 2 years of relevant experience, or an advanced degree without prior experience.

• Experience in customer support or training within the pharmaceutical, diagnostics, medical devices, biotech, or healthcare sectors is preferred.

• Strong verbal and written communication skills are essential.

• Proven experience in writing Standard Operating Procedures (SOPs).

• Familiarity with knowledge management tools and learning software is advantageous.

• Ability to distill complex clinical oncology terminology into an easily understandable format is preferred.

• Capable of liaising effectively with external partners.

• Willingness to travel domestically for training and company meetings as required.

• Possess curiosity, sound judgment, and the ability to critically assess and responsibly utilize AI-enabled tools in compliance with company policies, ethical standards, and regulatory requirements.

• Background screening, including criminal history, is mandatory.

• Ability to lift standard office supplies and operate office equipment.

• Capability to sit for prolonged periods.

🏝️ Benefits

• Hybrid work model with flexible work-from-home options for eligible onsite employees.

• Flexibility to maintain work-life balance.

• Reasonable accommodations for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs.

• Commitment to equal opportunity employment.

• Engaging company culture that emphasizes core values, company meetings, sustainability initiatives, recognition programs, and collaboration opportunities.

• Access to updates from our global talent community regarding new roles, company news, and industry advancements.