Head of Customer Services (Director / Senior Director)

Do you have direct experience leading the customer services function for an international software organisation, with a passion to understand and provide value for the end user? Do you want to leverage your skills in an organisation truly driven by purpose?

If this sounds like you and you are driven by purpose, Join the SOPHiA GENETICS Customer Services Team as our new Head of Customer Services (Director / Senior Director), and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.

Make the most of our hybrid work schedule, with 2 days per week from home and 3 days per week collaborting with colleagues in our beautiful Rolle HQ. This is an office-hybrid role, but suitably qualified candidates across EU5 and the US can be supported with relocation!

Our mission

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.

Your mission

Reporting to the VP, Customer Experience you will be responsible for leading and driving our Global Customer Services team. Sitting at the heart of customer engagement, you will oversee the creation and implementation of strategies to ensure a positive & satisfying customer experience

The value you add

Lead our Global Customer Services team and drive best practices to enable business growth and drive customer retention.

Own all customer satisfaction analytics, including Data collection, analysis, dashboarding reporting and forecasting.

Collaborate with other departmental leaders including sales, supply chain, product management and operations to identify how customer satisfaction can be improved, or weaknesses in the customer experience can be eliminated

Identify gaps between internal systems, processes & tools and accordingly implement scalable solutions, ideally utilising automated or AI tools, to reduce the reliance on manual processes and improve efficiencies

We know that every background is different, but to be best set for success we see you bringing:

•  10+ Years within Customer Services, with direct experience leading customer service teams globally
• Industry experience within international software organisations providing B2B platform solutions
• System familiarity with Salesforce, SFDC and Dynamics ERP is valuable, and as we look to optimise and automate process, previous experience implementing AI/Automation tools across Customer Services would be highly valuable
• You'll be comfortable engaging up to C-Level to drive support, implementation and adoption of Customer Service Best Practices

As a public organisation facing ongoing commercial growth, you will bring a success-orientated and solutions-focused mindset that embraces team collaborations, change, growth and inclusion.

As an international organisation, English is our primary business language and you will need to bring full fluency in English. As part of your recruitment journey, you should expect to meet English-only speakers, so for best chances of success, you should include your CV in English. Non-English CVs have a high likelihood of being rejected at application stage.

You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.

•  Business recognition and accolades include: 

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50) 
• 100 Best Places to Work in Boston 
• Top 10 European Tech Startup
• Top 10 European biotechs startup to watch
• Top 25 East-Coast Biotech to watch

Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:

• Sickness and Accident coverage through Helsana
• Meal Vouchers at 90CHF PM with our partner cafeteria
• A fun and engaging work environment, with Rest & Entertainment space, full stocked free coffee machine and free fruit
• Free parking in an easy to access location
• A strong social committee whose purpose is to make SOPHiA GENETICs both enjoyable as well as rewarding
• As our global HQ, you’ll have direct interaction and exposure to senior leadership and our executive team locally

Our DNA

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous 

 Our Virtues

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action.  We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.

At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal

The process 

We use the power of AI to help our partners make decisions. If you’re utilising AI in your search and application process, why not use some of these prompts:

‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’

‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’

‘I am a *job title* - What can SOPHiA GENETICS offer my career?’

Apply now with your CV and any supporting information. 

Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.

We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilise agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.

Starting Date: ASAP 

Location: Rolle, CH (Hybrid)

Contract: Permanent