Director, Customer Service – Call Center Environment

GRAIL

Director of Customer Service overseeing call center strategies for early cancer detection. Leading teams and driving customer loyalty in a healthcare technology company.

Posted 4/22/2026full-timeDurham • North Carolina • 🇺🇸 United StatesLead💰 $161,000 - $231,000 per yearWebsite

About the role

Key responsibilities & impact

Define and execute the strategic direction for the customer service organization, ensuring alignment with company goals.
Lead and oversee multiple customer service teams, regions, or business units, managing managers and senior leaders.
Develop and monitor key performance indicators (KPIs), ensuring the organization meets or exceeds customer satisfaction, quality, and operational goals.
Partner with executive leadership across functions (e.g., Sales, Operations, Finance, IT, Marketing) to create seamless customer experiences and resolve systemic issues.
Oversee departmental budgets, staffing, and resource planning to ensure efficient and cost-effective operations.
Drive innovation by implementing new tools, technologies, and service models that enhance customer support and scale with business growth.
Serve as the voice of the customer in strategic discussions, influencing company-wide initiatives and priorities.
Ensure compliance with legal, regulatory, and quality standards across all service operations.
Develop and mentor senior leaders, building a strong pipeline of leadership talent within the customer service function.
Represent the company at customer meetings, industry events, and with key stakeholders to reinforce the organization’s commitment to service excellence.

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

key performance indicatorscustomer service strategiesbudget managementresource planningcompliance standardsoperational goalsservice modelscustomer satisfactioninnovation implementationstrategic direction

Soft Skills

leadershiporganizational managementstrategic thinkingmentoringinfluencingcollaborationcommunicationproblem-solvingteam managementcustomer advocacy

Certifications

Bachelor’s degreeMaster’s degree