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Viome is a wellness as a service company that applies artificial intelligence and machine learning to biological data – e.g., microbiome, and transcriptome data – to provide personalized recommendations for healthy living. We are a small, interdisciplinary and passionate team of experts in biochemistry, microbiology, medicine, artificial intelligence and machine learning.

We are seeking a highly-organized Customer Experience Director who is passionate about business strategy, efficiency, and results. You will work closely with our Marketing and Translational Science teams to deliver a world class customer experience. The ideal candidate will have innate leadership qualities and thrive in fast-paced environments. We’re looking to hire team members who can hit the ground running and deliver results quickly.

This is a full-time role at our office in Bellevue, WA

Responsibilities

Directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives.

Develops service level standards focused on response times and issue resolution.

Establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices.

Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.

Align customer service activities and initiatives to support and enhance the objectives of the organization.

Strategically leads the Customer Experience teams.

Creates functional strategies and specific objectives and develops budgets, policies, procedures to support the Customer Experience functional infrastructure.

Collaborate with cross-functional teams to achieve desired outcomesDevelop effective plans and high quality documentation to meet both short- and long-term project goals

Consistently executes and delivers project objectives and makes trade-offs when necessary to ensure successful and timely completion

Provides key value in recommending solutions to business opportunities and problems

Proactively identifies and mitigates risks associated with complex assignments

Works independently, whilst maintaining transparency with minimal guidance or support needed

Makes sound decisions, even in more complex situations and when under pressure

Balances execution efficiency with risk mitigation

Oversee multiple projects and tasks simultaneously while driving for executionInterface confidently daily with all team levels including executive levels

Provides regular and consistent leadership updates, comfortable dealing with a variety of stakeholders

Coordinate and administer contracts and financial transactions as needed

Process improvement

Using data & analysis for decision making (metrics driven)

Ability to scale support as Viome grows

Goal and KPI setting for team

Manage systems and tools used by team

Experience with managing vendors (business process outsourcer)

Provide “voice of the customer” to broader organization

Qualifications

Bachelor’s Degree, or related experience

Deep knowledge of the Customer Experience function and solid knowledge of the overall departmental function.

5+ years of leadership and managerial experience, including managing leaders.

High-level knowledge of relevant scientific and business operations

Excellent written and verbal communication skills; ability to communicate effectively with technical and business stakeholders.

Demonstrated success in planning and managing projects/assignments from start to finish, either as a whole or as part of a bigger initiative

Can synthesize information from multiple sources to drive effective decision making

Can function effectively in a fast paced environment and manage multiple projects simultaneously

Can apply a variety of tools to meet project/business needs

Experience with wellness and start ups a plus

Comfortable with ambiguity and frequent change

We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other legally protected status. We value diversity, equity, and inclusion, and are committed to creating a workplace that reflects these values.

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