Senior Manager / Associate Director of Client Services
Core
Lead client service teams to deliver efficient, high-quality support for the Unity non-invasive prenatal screening test, managing patient inquiries, escalations, and continuous improvement in a diagnostic laboratory environment.
Role type
Senior Manager / Associate Director of Client Services (People Management)
Builds
Patient support operations and client service processes for prenatal diagnostics
Domain
Life Sciences / Prenatal Diagnostics
Deliverable
dashboards & analysis
Required skills
Team leadership and mentorship, conflict resolution and de-escalation, process improvement, KPI analysis and reporting, cross-functional collaboration, Salesforce proficiency, hiring and performance management
Preferred skills
Experience in diagnostics laboratory or life sciences, experience leading managers, strong verbal and presentation skills
Responsibilities
Lead and mentor client service teams (up to 12 members or established managers), resolve escalated customer inquiries and complaints, partner with technical teams to troubleshoot complex issues, develop training programs and materials, monitor and analyze KPIs to drive performance, collaborate with Sales, Marketing, and Product Development
Seniority
Senior Manager (hands-on IC with team lead) / Associate Director (strategy & mentorship)