Customer Excellence Specialist

Guardant Health

Customer Excellence Specialist improving training, SOPs, audits, and processes for Guardant Health, a precision oncology company. Maintaining Client Services knowledge systems and operational efficiencies across partner teams.

Posted 8/11/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $63,835 - $87,805 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in training and process improvement within client services, with a strong focus on developing SOPs and knowledge management resources. Proficient in communication and collaboration across departments to enhance operational efficiency and ensure adherence to best practices.

Highest-signal resume keywords

Training ExperienceSOP WritingKnowledge Management ToolsCustomer Support ExperienceProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SOP WritingProcess ImprovementKnowledge ManagementProject ManagementTraining Development

Soft Skills

Verbal CommunicationWritten CommunicationCollaborationCuriosityJudgment

Tools & Technologies

ConfluenceLearning SoftwareAI-Enabled Tools

Industry Keywords

PharmaDiagnosticsMedical DevicesBiotechHealthcare

About the role

Key responsibilities & impact

Train internal and external partners and execute customer excellence process improvement projects
Conduct onboarding, refresher, and new product/process training for Client Services, external BPO partners, and other Guardant teams
Create SOPs and work instructions and assist with knowledge management resources
Maintain the Client Services Knowledge Base, including Confluence shared spaces, FAQs, and How-Tos
Relay relevant change management information to the larger team
Manage projects implementing Client Services best practices and process excellence
Assist with internal audit activities for Client Services
Collaborate across departments to improve process efficiencies and ensure SOPs and best practices are met
Help develop the department audit program and collaborate with subject matter experts on implementation
Collaborate with the software team to test enhancements that improve operational efficiency
Take on additional responsibilities as needed in a fast-paced environment

Requirements

What you’ll need

Typically requires a university degree and at least 2 years of related experience, or an advanced degree without experience
Customer support or training experience in pharma, diagnostics, medical devices, biotech, or healthcare desired
Proficient verbal and written communication skills
Experience writing SOPs
Experience implementing knowledge management tools and learning software is a plus
Ability to simplify clinical oncology technical material and terminology into an easily understood format desired
Ability to liaise with external partners
Ability to travel domestically for training and company meetings as needed
Curiosity, sound judgment, and ability to critically evaluate and responsibly leverage AI-enabled tools under company policies, ethical standards, and regulatory requirements
Background screening including criminal history required
Ability to lift routine office supplies and use office equipment
Ability to sit for extended periods

Benefits

Comp & perks

Hybrid work model/flexible work-from-home days for eligible onsite employees
Work-life balance flexibility
Reasonable accommodations for candidates with disabilities, long-term conditions, mental health conditions, or sincerely held religious beliefs
Equal opportunity employment
Company culture, core values, company meetings, sustainability commitment, recognition programs, and collaboration opportunities
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