Senior Manager / Associate Director of Client Services

A RARE OPPORTUNITY TO SHAPE THE FUTURE OF GENOMICS

Join a team of brilliant, passionate innovators determined to transform healthcare. At BillionToOne, we've built a category-defining, publicly traded company on Nasdaq where transparency fuels trust, collaboration drives breakthroughs, and every contribution moves the needle on our mission to make life-changing diagnostics accessible to all. We don't just aim for incremental improvements; we build products that are 10x better than anything that exists today.

Our scientists, engineers, sales executives, and visionaries are united by an unwavering commitment to changing the standard of care in prenatal and cancer diagnostics. This is where cutting-edge science meets human compassion, and every innovation you contribute helps remove the fear of the unknown from some of life's most critical medical moments.

If you're driven by purpose, energized by innovation, and ready to help shape the future of precision medicine at scale, this is where you belong.

We are looking for a Senior Manager / Associate Director, Client Services, Prenatal to lead client service teams in a diagnostic laboratory environment. This role is part of a broader Client Services organization. Final title and level will be determined based on the candidate's experience and interview performance.

This leader plays a critical role in delivering efficient, high-quality client and patient support for our Unity non-invasive prenatal screening test. The team handles inbound and outbound communications and tickets from patients, clients, and internal teams. You will maintain customer satisfaction and drive continuous improvement across the organization. This is a full-time onsite position and reports to the Director of Client Services and Inside Sales.

Working hours are Monday to Friday, 8:30 AM to 5:00 PM PT.

Role Levels:

- Senior Manager: Leads a team of up to 12, including a Lead/Supervisor, and is heavily involved in day-to-day operations, including escalations, coaching, quality, and daily performance against KPIs.

- Associate Director: Owns a broader scope, managing established managers across functions that impact the patient experience and leading larger strategic initiatives for the Client Services organization.

Responsibilities:

- Team Leadership: Lead, mentor, and motivate the Client Services team (Senior Manager: up to 12 team members, including a Lead/Supervisor; Associate Director: established managers and their teams). Set performance goals, conduct semi-annual performance evaluations, and coach team members to improve individual and team performance.

- Customer Support: Manage and resolve escalated inquiries, issues, and complaints related to our screening test or patient results. Respond to customers promptly and accurately by phone, email, or Slack, and maintain high customer satisfaction and a positive patient experience.

- Troubleshooting: Partner with technical teams and key stakeholders to resolve complex customer, operational, and technical issues in a timely manner. Equip the team with the knowledge and resources to diagnose and troubleshoot problems, and demonstrate proficiency with our proprietary digital tools to continuously improve the user experience.

- Process Improvement: Continuously review and improve customer service standard operating procedures (SOPs) and policies to increase efficiency and productivity. Analyze customer feedback and performance metrics to identify opportunities and implement improvements.

- Training and Development: Develop training programs and materials, and lead regular training sessions and workshops, so representatives have the product knowledge, technical skills, and customer service techniques they need.

- Reporting and Analysis: Monitor and analyze key performance indicators (KPIs) such as response time, average speed to answer, first-call resolution, and customer satisfaction. Prepare regular reports and present findings and recommen