The Position:

The Manager Customer Care primary responsibility is to provide support to all internal and external customers, in the routine functions to ensure client satisfaction and appropriate records and materials management are consistently maintained. This individual must work with staff to employ a team approach. Manages customer/patient support staff and oversees special projects assigned by manager. This is a hybrid position with the expectation of 2-3 days a week at our South San Francisco office.

• Responsible for daily operations of sample management which includes pre-accessioning, accessioning, transportation of samples to-and-from outside histology lab and internal laboratory and block return
• Document client issues through the Quality System; develop rapid response, monitor internal operations for corrective action, close issue(s) to satisfaction of client(s) and in accordance to the requirements of the Quality System
• Provides day-to-day supervision of assigned staff, including work assignments, and ensures timeliness and accuracy of all work. Assesses employee performance, including writing and conducting of annual performance evaluations and goal setting
• Demonstrate an understanding of compliance policies related to test ordering, test requirements and rejection criteria
• Track client complaints, internal and external errors and report deficiencies per protocols
• Develops and delivers training and workshops as needed to departmental staff
• Responsible for training, coaching, supervision, on-boarding of new hires and development of staff
• Develop and monitor on-going performance of employees, provide corrective action and counseling as required
• Hold regularly scheduled meetings for dissemination of all department and corporate information to staff
• Communicates effectively with all levels of staff
• Reflects good judgment at all times when determining necessary actions to resolve problems
• Adheres to company values, safety and compliance policies and procedures
• Demonstrates strong interpersonal skills fostering a positive environment
• Development of SOPs to meet client satisfaction in all areas of responsibility
• Work with management team to develop strategic plans to meet commercial goals and objective
• Consult the Medical Director, Chief Operations Officer or Clinical Consultant on technical issues
• Other duties may be assigned

Who You Are:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

• Bachelor's degree preferred but not required
• 5-10 years experience in a similar role within a laboratory or related industry
• Minimum of three (3) years' experience in a team-lead or supervisory role
• Excellent verbal and written communication skills