Senior Manager / Associate Director of Client Services

The role

This leader manages client service teams in a diagnostic laboratory environment. You will deliver support for the Unity non-invasive prenatal screening test and drive continuous improvement across the organization.

What you will do

• Lead, mentor, and motivate the Client Services team
• Set performance goals and conduct semi-annual performance evaluations
• Manage and resolve escalated inquiries, issues, and complaints
• Respond to customers via phone, email, or Slack
• Partner with technical teams to resolve complex customer and technical issues
• Review and improve customer service standard operating procedures and policies
• Develop training programs and materials
• Monitor and analyze key performance indicators
• Prepare regular reports and present findings to senior management
• Work with Sales, Marketing, and Product Development to relay customer feedback

Required qualifications

• Bachelor’s degree in business, life sciences, healthcare administration, or a related field
• Senior Manager: Minimum of 5 years of total experience, including at least 3 years in a people management role
• Associate Director: Minimum of 8 years of total experience, including at least 5 years in people management and experience leading managers
• Strong leadership skills
• Experience interviewing, hiring, and building out a customer service team
• Experience holding 1:1s with team members and delivering performance appraisals
• Ability to work in a very fast-paced, dynamic environment
• Exceptional verbal, written, and presentation skills
• Forward-thinking with ability to de-escalate complex situations
• Proven track record in a customer service management role
• Proficiency in customer relationship management systems and tools, particularly Salesforce Lightning
• Strong analytical and reporting skills

Nice to have

• Experience in a diagnostics laboratory, life sciences, or prenatal multi-customer-facing environment

Benefits

• Weekly Town Hall meetings
• Multiple medical benefit options
• Employee premiums paid 100% of select plans
• Dependents covered up to 80%
• 16 weeks of paid Family Bonding Leave for eligible employees
• Supplemental fertility benefits coverage
• Retirement savings program including a 4% Company match
• Increase paid time off with increased tenure
• Latest and greatest hardware
• Daily on-site lunches provided
• State of the art gym and restaurant on campus
• Free on-site EV charging

About the company

BillionToOne is a next-generation molecular diagnostics company on a mission to make powerful, accurate diagnostic tests accessible to everyone.