GRAIL

Customer Support

• Respond to inbound communications within GRAIL’s virtual contact center environment.
• Demonstrate ownership of each customer interaction, seeing all cases through to completion.
• Accurately document all interactions with customers in GRAIL’s customer relationship management (CRM) software.
• Enter and qualify customer and patient information into GRAIL’s laboratory information management system (LIMS).
• Interact effectively with GRAIL’s call center software.
• Demonstrate a working knowledge of laboratory operations and a willingness to contribute to laboratory processes.
• Document interactions in a clear, concise, and thorough manner, and ensure proper completion of tasks during scheduled working hours.
• Maintain the highest level of courtesy and hospitality under all conditions.
• Embody GRAIL values and communicate with others in accordance with these standards.
• Remain composed in conflict situations and escalate issues when appropriate.
• Demonstrate thorough knowledge of GRAIL products and procedures.
• Communicate effectively with coworkers and non-laboratory personnel.
• Identify process improvement opportunities and report them to customer service management.
• Adhere to Standard Operating Procedures (SOPs) pertaining to customer service.
• Comply with GRAIL policies regarding Bloodborne 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.

Customer Service Coordinator, Inbound

Analytics Engineer

• Bridge Data Engineering, Data Science, and Analytics to curate and transform raw operational and laboratory data into BI-ready datasets and scalable data products.
• Collaborate across Software, Operations, Research, Development, and Commercial to design and sustain a robust data ecosystem.
• Perform analysis and build and maintain dashboards and analytical tools that monitor high-throughput lab processes.
• Ensure the accuracy, accessibility, and utility of data and reporting systems that are critical to lab efficiency, traceability, and product quality.
• Deliver trusted insights that drive measurable business value in a rapidly growing environment.

Senior Data Analytics Engineer

Learning and Development

• Support the execution and continuous improvement of the Quality Systems Training Program in alignment with GRAIL’s QMS, regulatory requirements, and internal compliance expectations.
• Partner with Quality leadership and cross-functional stakeholders to implement quality training strategies that support business initiatives, role readiness, and organizational effectiveness.
• Ensure training processes are administered in a compliant, consistent, and inspection-ready manner across applicable functions.
• Support standardization of training practices, governance, and documentation to promote effectiveness, scalability, and consistency across the organization.
• Administer and maintain training objects within Veeva Vault LMS, including learner roles, curricula, training assignments, notifications, dashboards, reports, and related system configuration elements.
• Support ongoing LMS configuration and optimization.

Customer Service Coordinator, Inbound

Senior Data Analytics Engineer

Quality Systems Training Manager