Customer Service Project Manager

GRAIL is a healthcare company whose mission is to detect cancer early, when it can be cured. GRAIL is focused on alleviating the global burden of cancer by developing pioneering technology to detect and identify multiple deadly cancer types early. The company is using the power of next-generation sequencing, population-scale clinical studies, and state-of-the-art computer science and data science to enhance the scientific understanding of cancer biology, and to develop its multi-cancer early detection blood test. GRAIL is headquartered in Menlo Park, CA with locations in Washington, D.C., North Carolina, and the United Kingdom. It is supported by leading global investors and pharmaceutical, technology, and healthcare companies. For more information, please visit www.grail.com.

The Customer Service Project Manager (CSPM) will partner with the Customer Service team, Laboratory Management Team, Analytical Lab, Sales, Product Managers, Software Quality Assurance, Software Engineers, and other partners to manage all phases of improvement projects such as Salesforce CRM, virtual call center software, integrations with external systems, new hire planning and training, deployment of new software, customer report cards, and other projects as needed. The Customer Service Project Manager will track project activities, manage deadlines, and facilitate the completion of projects while ensuring compliance with company, regulatory, state, and federal regulations and guidelines. The Customer Service Project Manager possesses excellent time management and communication skills, and is capable of working with external vendors and internal cross-functional team members to ensure the timely implementation of projects.

Additionally, the Customer Service Project Manager will help to ensure an exceptional relationship with customers and continued customer success by identifying areas of improvement and potential solutions for both Customer Service Representatives and those supported by the Customer Service team. The CSPM will bring efficiency and structure to Customer Service operations by leading cross-functional projects from conceptualization to deployment and overseeing iterations and revisions that support the growing operation, while maintaining a strong focus on customer and end user success.

You will:

• Build and execute project plans.
• Ensure teams involved with project development have the information and connections required to succeed.
• Partner with the Software Engineers and Product Managers to facilitate effective team communication, proactive problems solving, requirements gathering, and information distribution as well as cross-team collaboration.
• Facilitate meetings including preparing agendas, keeping conversation on-track, capturing notes, establishing action items and their owners, and providing appropriate follow-up.
• Work with End Users, Software Engineers, Vendors, Product Managers, and Software QA to establish deadlines that enable design deliverables, establish expected workflow, and ensure team is aware of key milestone dates.
• Proactively raise issues before they become obstacles, communicate issues related to staying on schedule, and propose solutions to remedy the issues.
• Gather user requirements from end users, communicate them to the engineers/developers, and document them in accordance with established procedures.
• Participate in and comply with applicable regulatory requirements and standards.
• Design and execute user acceptance testing when applicable.
• Understand end user and customer feedback and take initiative to adjust the user experience accordingly.
• Initiate outbound communication with physicians and other medical personnel to expeditiously resolve issues related to specimens/paperwork received in the laboratory.
• Accurately document all interactions with customers in GRAIL's customer relationship management (CRM) software.
• Embody GRAIL values and communicate with others in accordance with these standards.
• Identify process improvement opportunities and implement them with guidance from laboratory management.
• Adhere to and draft Standard Operating Procedures (SOPs).
• Align with GRAIL policies regarding Blood-borne Pathogen Exposure Control, Chemical Hazards, Illness and Injury Prevention, Fire Safety, and Quality Assurance.
• Abide by CLIA, CAP, HIPAA, and other state, federal, and regulatory guidelines.
• Participate in cross-functional teams responsible for timely test delivery and customer support.

Your education and qualifications will include:

• Bachelor of Arts or Science in Molecular Biology or related field, or an equivalent combination of education and experience.
• A minimum of 1 year of experience in a CAP/CLIA certified clinical laboratory call center environment.
• A minimum of 1 year of experience in a CAP/CLIA certified clinical laboratory is required.
• Ability to prioritize tasks with a high emphasis on quality.
• Ability to take initiative to design and implement process improvements.
• Strong organizational skills and meticulous attention to detail.
• Ability to accept, integrate, and apply constructive feedback in a professional manner.
• Ability to be able to work as part of a team within a highly collaborative environment.
• Strong computer, internet, and software operation skills.
• Flexibility of work schedule to meet the needs of the Clinical Laboratory.
• Knowledge of molecular diagnostics and Next-generation sequencing is a plus.

Physical Demands and Working Environment:

• Hours and days may vary depending on operational needs.
• Standing or sitting for long periods of time may be necessary.
• May be exposed to hazardous materials, blood specimens and instruments with moving parts, heating or freezing elements, and high-speed centrifugation.
• This position will require work on weekends, and will occasionally require work at night and on holidays.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GRAIL, Inc. and its affiliates and subsidiaries ("GRAIL") does not accept any liability for fees for resumes from recruiters or employment agencies ("Agency"), without a binding, written recruitment agreement between GRAIL and Agency describing the services and specific job openings ("Agreement"). GRAIL may consider any candidate for whom an Agency has submitted an unsolicited resume and explicitly reserves the right to hire those candidate(s) without any financial obligation to the Agency, unless an Agreement is in place. Any email or verbal contacts with any person within GRAIL is inadequate to create a binding agreement. Agencies without an Agreement are requested not to contact any hiring managers of GRAIL with recruiting inquiries or resumes. Agencies interested in partnering with GRAIL may contact GRAIL's HR Department through our Customer Service team .