Director, Customer Service – Call Center Environment

GRAIL

Director, Customer Service leading customer service strategy in call center for early cancer detection technologies company GRAIL. Ensuring customer satisfaction and operational efficiency while collaborating with executive teams.

Posted 4/22/2026full-timeMenlo Park • California • 🇺🇸 United StatesLead💰 $161,000 - $231,000 per yearWebsite

About the role

Key responsibilities & impact

Provide executive-level leadership for the customer service organization, establishing strategic vision and operational direction.
Oversee multiple teams, regions, or service centers.
Ensure customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction.
Partner closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency.
Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.

Requirements

What you’ll need

Bachelor’s degree in Business, Communications, or a related field required; Master’s degree strongly preferred.
12+ years of relevant customer service experience, including 5+ years in leadership roles managing large, complex organizations OR candidates with 7+ years of related experience and must have GRAIL experience eligible for consideration.
Exceptional leadership and organizational management skills, with the ability to lead leaders and drive alignment across multiple functions.
Strategic thinker with proven ability to design and implement customer service strategies that deliver measurable results.
Ability to travel 20% as required.
15+ years of relevant customer service (call center experience), including 8+ years in leadership roles managing large, complex organizations.
Demonstrated level of knowledge regarding applicable regulatory standards commensurate with the position's complexity and scope, contributing to organizational regulatory compliance.

Benefits

Comp & perks

flexible time-off or vacation
a 401(k) retirement plan with employer match
medical, dental, and vision coverage
mindfulness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer service strategiesoperational directionleadership rolesorganizational managementstrategic visioncustomer loyaltycustomer retentioncustomer satisfactionregulatory compliancetransformation initiatives

Soft Skills

executive leadershipmentoringstrategic thinkinginfluencingdriving alignmentinnovationorganizational skillsteam managementcommunicationbuilding talent pipelines

Certifications

Bachelor’s degreeMaster’s degree