Global Client Services Lead

About the Job:

This role serves as the a key operational support resource for the Client Services department, providing daily oversight of Client Services performance, workflow management, service delivery, and operational execution. This role acts as a liaison between frontline staff and management, ensuring department goals, service standards, and key performance indicators are achieved. The role is also responsible for monitoring operational performance, supporting team development, managing escalations, coordinating resources, and driving continuous improvement initiatives. While maintaining a working understanding of client-facing processes, the role focuses primarily on departmental operations and team support rather than direct client transaction handling. 

Key Responsibilities:

• Monitor daily department operations to ensure service levels, productivity targets, and quality standards are met
• Coordinate daily team activities, priorities, and operational coverage
• Review operational trends and identify opportunities for improvement
• Assist leadership in ensuring operational processes are followed as outlined in procedures and meet department standards for customer service and professionalism
• Escalate performance concerns and operational risks to management as appropriate
• Partner with leadership to support action planning to address team performance gaps and improve team outcomes 
• Provide day-to-day guidance, peer-mentoring, and support to Client Services Associates
• Reinforce departmental expectations, policies, and best practices
• Serve as a resource for Client Services workflows and operational procedures, applying established guidance and best practices 
• Promote a culture of accountability, collaboration, and continuous improvement
• Act as the first point of contact for operational and service escalations
• Support the resolution of client or internal issues by coordinating with appropriate partners and following established procedures and escalation pathways
• Coordinate communication and follow-up activities related to escalated situations
• Prepare and maintain operational reports and performance dashboards in collaboration with leadership
• Participate in departmental projects and strategic initiatives 
• Support implementation of new processes, technologies, and workflow enhancements
• Assist in identifying workflow issues and supporting solutions that improve operational efficiency and service quality
• Collaborate with internal stakeholders to improve operational procedures and client outcomes
• Support leadership in achieving departmental and organizational objectives
• Foster a positive, collaborative, and customer-focused team environment
• Travel up to 5% of the time
• Other duties as assigned
• Comply with FMI's attendance policies
• Comply with FMI's attendance policies

Qualifications:

Basic Qualifications:

• Bachelor's Degree AND 2+ years of prior work experience in a related customer services role, 
• OR 
• Associate’s Degree AND 4+ years of prior work experience in a related customer service role, 
• OR 
• High School diploma (GED) AND 6+ years of prior work experience in a related customer service

Preferred Qualifications:

• 4+ years of experience in a related customer service, biotech, healthcare, or sales role 
• Experience with utilizing a Customer Relationship Management (CRM system) 
• Experience using the Salesforce contact platform
• Experience in data and trend analysis for operational management and efficiency 
• Prior experience in working with global teams 
• Demonstrated history of managing multiple concurrent initiatives while maintaining workflow 
• Demonstrated ability to manage and escalate issues and drive issue resolution 
• Demonstrated ability to problem solve both technical and human/interpersonal problems 
• Demonstrated ability to work independently with minimal direct supervision 
• Demonstrated ability to perform in a detail-oriented and accountable manner that meets deadlines 
• Proficiency with Microsoft products, including Word, PowerPoint, Power BI and Excel 
• Established problem-solving abilities and analytical and negotiations skills 
• Strong interpersonal skills, including excellent written and oral communication 
• Understanding of HIPAA and the importance of patient data privacy
• Commitment to reflect FMI’s values: Integrity, Courage, and Passion

The expected salary range for this position based on the primary location of Boston, MA is $59,200 - $74,700 per year. The salary range is commensurate with Foundation Medicines compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.

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