The Director, Customer Service provides executive-level leadership for the customer service (call center) organization, establishing the strategic vision and operational direction to deliver world-class service. This role oversees multiple teams, regions, or service centers, ensuring that customer service strategies align with corporate objectives and drive customer loyalty, retention, and satisfaction. The Director partners closely with senior executives to influence business strategy and lead transformation initiatives that enhance efficiency, scalability, and customer experience.
This role is based at our Durham, North Carolina, office and offers a flexible working arrangement. It offers a flexible work arrangement, with the ability to work from GRAIL's office or from home. Our current flexible work arrangement policy requires that a minimum of 40%, or 16 hours, of your total work week be on-site. Your specific schedule, determined in collaboration with your manager, will align with team and