Category Customer Service Location Birmingham, Alabama Job function Operations Job family Client Services Shift Day Employee type Regular Full-Time Work mode Remote Recognized by FORTUNE magazine as one of the "World's Most Admired Companies," Quest Diagnostics (www.QuestDiagnostics.com) is the world's leading provider of diagnostic testing, information and services that doctors and patients need to make better healthcare decisions. We are pioneers in developing innovative diagnostic tests and advanced healthcare information technology solutions that help improve patient care. With corporate headquarters in Secaucus, NJ, Quest Diagnostics is a Fortune 500 company traded on the New York Stock Exchange (NYSE: DGX) and included in the Dow Jones Sustainability World Index. With 2023 revenues of $9.25 billion and over 2,250 patient locations across the United States, Quest Diagnostics serves half of the physicians and hospitals in the U.S. with their large variety of products and services. Quest Diagnostics is seeking a Director of Client Services for its Pack Health division. This is an integral role within the Pack Health business unit, aimed at expanding growth with existing clients, serving as a strategic partner and thought leader to client organizations, and working collaboratively with leaders in those organizations to secure new business opportunities for Pack Health. Please note that there is an opportunity for the role to be remote based. * Providing oversight for client services across Pharmaceutical, Health Plan, Employer, and other vertical areas, totaling $15 million or greater in revenue. * Partnering with executive leaders within client organizations to serve as a strategic partner for the growth and expansion of Quest services within their organization. * Contribute to new pathways for growth within existing and new opportunities within existing client organizations. * Partnering across the Pack Health Business Unit to identify opportunities for optimization and strategic solutions to enhance and expand current service offerings to clients. * Providing insight to executive leaders within the Pack Health Business Unit that contribute to optimizations that can further expand our business offering for existing and new clients. * Work within team and with internal leaders to continually evaluate the workload and activities that reside within Client Engagement identifying opportunities to specialize to drive efficiency and deliver substantial improvements in client delivery. * Lead post-program reviews with the client and other internal stakeholders using aggregate reporting and operational performance reviews, creating and ensuring execution of improvement plans for subsequent delivery. * Perform effective workforce planning across the function to account for seasonal volume spikes, including accurate headcount plans and use of temporary labor to meet client needs adequately while achieving operating cost targets. * Responsible for managing by objectives, goal setting, coaching and performance management and staff development of the client engagement team. Ensure teams have necessary training, resources, and tools to ensure employee engagement and sufficient performance for their jobs. The successful candidate for the Director, Client Services will have the following attributes and/or experiences: * 5+ years of experience in client services or Pharma * Requires a Bachelor's degree; an advanced degree/MBA is preferred * Supervisory experience with direct reports * Demonstrated interest in Life Science ecosystem, e.g. medical, pharmaceutical, health care delivery new drug launches and brand management * Working knowledge of Microsoft Word, Excel, Google Products, and Outlook * Working knowledge of Salesforce or similar CRM platforms * Travel up to 50% domestically Competencies: * Highly developed and effective leadership and strategic influencing skills. * Ability to think critically and demonstrate strategic agility. * Experience with building the story and strategy and presenting through analytic insights. * Executive presence and composure. * Solid business acumen. * Ability to collaborate effectively, problem solve and drive for results. * Ability to work as a team, be coachable, and collaborate with key stakeholders across different functions. * Strong communication skills. While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume. Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets