Director, Client Services
Later
Director, Client Experience
GeneDx
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $185,000 - $215,000 per year
Job Level
Lead
About the role
- Define and socialize a multi-year customer service strategy linked to company objectives and product pillars; translate strategy into annual operating plans, OKRs, and budgets.
- Serve as the Client Experience representative on core project teams across product pillars, ensuring requirements, service models, and readiness plans are built into roadmaps.
- Set clear objectives and performance standards for Client Engagement, Billing Client Support, and Client Solutions & Operations; ensure workflows, policies, and training drive consistency and quality across all customer touchpoints.
- Establish and refine KPI suites (CSAT/NPS, First Response/Resolution Time, Contact Rate, Escalation Rate, Service Levels, Call Monitoring) and lead monthly performance reviews with corrective action plans.
- Deliver regular reports to senior leadership with actionable insights and recommendations.
- Partner with Product, Engineering/IT, Operations, and Commercial to design service policies, SLAs, feedback loops, and ensure requirements are captured in PRDs/BRDs and release criteria.
- Stand up and mature Voice of Customer mechanisms and closed-loop processes to identify friction, prioritize fixes, and verify impact post-launch.
- Lead readiness for launches and major changes (training, knowledge, capacity, tooling, communications), including pilots and phased rollouts; manage risk/issue logs and mitigation plans.
- Direct high-priority, cross-functional projects to streamline operations, reduce risk/cost, and improve client outcomes; ensure benefits realization is tracked.
- Recruit, develop, mentor, and succession-plan for managers; foster a culture of accountability, customer centricity, and continuous improvement.
- Oversee process design, documentation, policy enforcement, and monitor adherence to quality standards, regulatory requirements, and internal audit/compliance expectations.
- Partner with IT/Finance to prioritize and coordinate systems implementations, upgrades, and enhancements across CRM/CCaaS, billing/financial platforms, analytics, and knowledge tools.
- Own departmental budgets and vendor relationships; optimize cost-to-serve and cost-to-collect while protecting service levels and outcomes.
- Act as executive sponsor for complex client escalations; ensure timely root-cause resolution and preventive actions.
- Perform other related duties and special projects as assigned.
Requirements
- Bachelor’s degree in business, healthcare administration, operations, or equivalent experience; Master’s preferred.
- 8–12+ years in customer service/client experience, operations, or billing in healthcare, diagnostics, or similar regulated industries
- 5+ years of experience leading multiple managers and functions simultaneously
- Demonstrated success leading cross-functional programs and representing customer experience on product/technology initiatives
- Strong analytical skills; fluency with KPI design, dashboarding, and data-driven decision making
- Experience with organizational design and scaling teams
- Experience with laboratory and insurance billing; understanding of managed care practices and billing (preferred)
- Experience in diagnostics/genetics/genomics; knowledge of medical terminology and clinical workflows (preferred)
- Familiarity with CRM/CCaaS platforms, ticketing, and financial systems; proficiency in Microsoft Office (preferred)
