Senior Director, Clinical Service + Support Operations

Illumina   •  

San Diego, CA

11 - 15 years

Posted 180 days ago

This job is no longer available.

Role: Senior Director, Clinical Service and Support Operations

Basic Function and Scope of the Position:

The Senior Director of Clinical Service and Support Operations will lead and build out the global clinical services team at Illumina and own the full-stack of our service and support offering to clinical customers. The candidate will be a player coach building and leading a team focused on ensuring an optimal service and support strategy, infrastructure, and services product offering to enable new and existing clinical customers to stand up and scale their operations. This role will have significant matrix leadership accountability to ensure our infrastructure and offerings enable success across our regional service, support, and sales teams and enables execution of our clinical genomics strategic priorities. Key internal relationships will be needed across Global and Regional Service and Support, Clinical Genomics Leadership and Product Management, Commercial Operations, and Manufacturing and Supply Chain teams. The Senior Director of Clinical Service and Support Operations will report to the Global Head of Customer Solutions and Experience and be a key member of the CS&X Leadership Team.

Primary Responsibilities:

  • Team Leadership: Lead a team of professionals responsible for delivering a globally scalable service and support strategy, operations, infrastructure, and service product offering and ensure resource level enables optimal value delivery
  • Environmental Analysis: Develop a deep understanding of clinical customer service and support needs and growth drivers across all regions in partnership with our regional service + support, sales, marketing and clinical genomics partners and leadership team
  • Strategy Development: Define and drive the long-term global clinical service and support strategy to enable near-term and long-term growth across all clinical customer segments and across all regions (AMR, EMEA, APJ, GC)
  • Operational Planning and Execution: Build and execute a comprehensive clinical service and support operational plan that delivers an optimal balance of regional best practices and global economies of scale in partnership with regional leadership
  • Clinical Services Product Management: Ensure that our clinical services offering aligns with both our corporate and clinical genomics priorities and addresses key barriers to broad adoption of our NGS and Array solutions in the clinical setting by accelerating time to live (validation, IQ/OQ, CAPA/IVD workflow enablement, proficiency, etc. ) and expanding customer use (increase adoption and simplify pull-through)
  • Quality: Partner across the quality organization and lead a team accountable for identifying and tracking quality issue and complaint resolution and participating in key regulatory and clinical customer audits
  • Global Leadership: As a global leader look for opportunities to evangelize our clinical service and support needs, share global best practices, enable optimal regional integration, and deliver customer excellence


  • 15years of broad-based biotech experience including significant direct and indirect global leadership
  • 8+ years of CAP / CLIA clinical lab operations leadership including NGS and/or Array technologies
  • The ideal candidate will have experience in both research and clinical lab and commercial operations
  • Able to work comfortably with incomplete information, deal with ambiguity, and drive to resolution
  • Able to interact effectively with multiple international internal and external customers
  • Experience building and managing teams and working in a matrix organization
  • Influential and credible across the organization from interns to the CEO
  • Strong team orientation and communication skills
  • Strong problem solving and analytical capabilities
  • Good business understanding and business acumen
  • Experience managing complex projects and driving metrics
  • Able to prioritize and manage multiple initiatives simultaneously
  • Experience working in leadership positions at best-in-class organizations
  • Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience


  • Bachelor’s degreerequired; MBA and/or PhD preferred