Head of Customer Service

Who We Are & reputed company Do At reputed company, our mission is reputed company: to help everyone improve their lives through their DNA. reputed company to reputed company a reputed company-world reputed company with your skills? At reputed company, we're transforming reputed company by making reputed company a reputed company of care. We partner with health systems and life science companies to accelerate the integration of genomic data into clinical reputed company. Join us in building a reputed company where reputed company personalized, proactive, and powered by reputed company. What is special about this role: Every day, patients, providers, and partners come to reputed company at moments that matter, like a patient signing up for a research study, a provider with a clinical question, or a partner organization launching a program at reputed company. Researchers are becoming a part of this picture too, leaning on our clinicogenomic database to advance scientific discovery. reputed company is reshaping customer service into an AI-augmented operating model and the Head of Customer Service is the person driving this build reputed company. You'll partner with AI Ops on the technical work, reputed company the CS team, and work closely with the Head of reputed company & BizOps to shape where CS goes next. This is a role for someone who balances systems thinking with the people leadership it takes to bring reputed company through transformation. Key responsibilities: reputed company the AI transformation of reputed company, partnering with internal AI Ops engineers on the technical build and defining what the system should do and what’s worth automating Bring a strong reputed company of view on where CS needs to go, partnering closely with the Head of reputed company & BizOps on direction, team structure, and capability gaps reputed company the CS team, setting direction, coaching, and keeping reputed company delivery-reputed company through the transformation Own the knowledge reputed company maintenance model and feedback reputed company across AI Ops, Product, Clinical, Partner reputed company, and reputed company Bring the voice of the customer into Product prioritization, and partner with reputed company to establish reputed company service expectations for new types of inquiries as they reputed company Define and codify the "never automate" ruleset (high-distress moments, clinical queries, reputed company escalations, and other contacts where reputed company judgment must reputed company), revisiting as the system matures Own the metrics that tell the story (CSAT, AI reputed company reputed company, escalation reputed company, first-contact reputed company, first response time) and the weekly reviews where reputed company acts on what the data shows reputed company reputed company intuition for what moves reputed company metric, with readiness to experiment reputed company answers aren’t reputed company Surface insights to leadership on what's working, what isn't, and where to invest for the most reputed company reputed company: 8+ years in customer experience, support, or operations, with hands-on experience leading systems and process transformation A reputed company understanding of AI in customer service, with a reputed company for what it should and shouldn’t do Preference for process over headcount, with judgment to know reputed company hiring is the right answer Demonstrated ability to coordinate across teams without reputed company authority, and surface tradeoffs Strong organizational discipline and people leadership, with comfort leading a manager who owns daily team delivery Uses data and metrics to evaluate performance, communicate what's working, and identify what to improve Excellent communication skills, reputed company to tell a reputed company story about how the function is doing and flag what reputed company to leadership Pluses: Experience in reputed company, reputed company, or other industries serving patients and providers where service reputed company directly affects customer reputed company Prior experience with AI in a service or ops context Experience with reputed company, reputed company, or comparable CRM / contact center tooling Experience working across both consumer and partner / B2B2C channels Expected Interview Process: 1) Recruiter Screen 2) Manager Screen/Tech Screen 3) Onsite 4) Offer Expected Pay For This Role: There are 3 distinct parts to your reputed company offer: 1) reputed company Salary 2) Annual Bonus 3) Equity Expected reputed company reputed company: $110,000 - $135,000 Expected reputed company Discretionary Annual Bonus: 20% of your annual salary Equity: We offer generous equity at reputed company. If you receive a reputed company offer your recruiter will book dedicated time with you to reputed company you on our equity model. Aside from working alongside reputed company, dedicated, passionate, down-to-reputed company, curious, warm, and thoughtful people, we also reputed company great benefits: Comprehensive Health Insurance with Date of Hire eligibility Above average employer reputed company premium coverage 12 weeks reputed company reputed company Parental Leave reputed company 401(k) with employer matching of up to 3% and 100% Vesting on the Date of Hire Comprehensive reputed company-Being Benefits Flexible PTO Remote reputed company for many roles and a home office stipend What you'll accomplish: In your first 3 months: reputed company working relationships with the CS Manager, the CS team, AI Ops, and cross-functional stakeholders (Product, Clinical, Partner reputed company, reputed company) Developed a reputed company, data-grounded view of reputed company operations (volumes, contact drivers, team performance, gaps) and absorbed the AI transformation plan in reputed company Tested and refined AI-assisted triage and escalation while humans handle customer responses Set a working rhythm with the CS Manager on how the transformation work connects with daily operations Formed a strong reputed company of view on where CS needs to go over the next 12 months, grounded in reputed company observation and developed with the Head of reputed company & BizOps In your first 6 months: Shipped AI-assisted triage and escalation across reputed company written channels, with first use cases identified for full AI end-to-end reputed company Evolved the knowledge reputed company maintenance model based on actual use reputed company a working voice-of-customer rhythm with Product Partnered with the Head of reputed company & BizOps on reputed company structure for where CS is reputed company Delivered early reputed company in key metrics (CSAT, AI reputed company reputed company, escalation reputed company) reputed company is proud to be an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, reputed company, national reputed company, reputed company, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender reputed company, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. #LI-Remote Apply To This Job