Operations Manager

Description

JOB PURPOSE

The Operations Senior Manager oversees the daily performance, quality, and efficiency of the Clinical Laboratory and Customer Care departments. This role ensures compliant laboratory operations, accurate sample processing, exceptional customer service, and seamless coordination across teams. The Operations Manager drives operational excellence, maintains regulatory adherence, and supports both client-facing and technical functions to ensure optimal patient and customer outcomes.

KEY RESPONSIBILITIES

Operational Leadership

• Manage day-to-day activities in the clinical laboratory, customer care, and operations areas.
• Develop, monitor, and optimize workflow processes, ensuring smooth lab and customer support operations.
• Oversee Laboratory Information Systems (LIS) performance, enhancements, and troubleshooting.
• Ensure compliance with CLIA, CAP, Federal Regulations, and internal policies.
• Assist in resource planning, budgeting, and performance tracking.
• Evaluate overall performance by gathering, analyzing and interpreting data and metrics
• Provides leadership to supervisors and staff in the implementation of new processes and techniques. Collaborates with Laboratory and Medical Directors, as well as external stakeholders in establishing strategic plans and development of new programs to improve efficiency, quality, compliance, service and financial outcomes for the laboratories.

Laboratory Oversight

• In collaboration and consultation with the medical director and administrative director manages the entire anatomic pathology operation.
• Manages all histology/pathology activities, including recruiting, hiring and training of staff.
• Supervise all phases of laboratory testing (pre-analytic, analytic, post-analytic).
• Ensure quality control, documentation accuracy, and compliance with accrediting bodies.
• Oversee method validation, new test implementation, and SOP development or revision.
• Support troubleshooting, maintenance, and calibration of laboratory instruments.
• Evaluate and review lab results, QC data, and proficiency testing variances, ensuring corrective actions are implemented.

Customer Care & Client Support

• Lead the customer care team in managing phone support, client inquiries, and service escalation.
• Ensure timely distribution of patient reports through various communication channels.
• Support sample tracking, data entry, and retrieval of missing patient information.
• Coordinate client-facing communications and service recovery activities.
• Maintain strong relationships with sales, clients, and internal stakeholders.

Staff Leadership & Training

• Supervise laboratory and customer care staff, fostering collaboration and continuous improvement.
• Provide coaching, performance feedback, and training.
• Manage scheduling, staffing, and onboarding processes.
• Promote team communication, professionalism, and adherence to company standards.

Project & Continuous Improvement

• Partner with project managers and scientists on development, testing, and operational initiatives.
• Participate in project meetings and ensure documentation requirements are met.
• Identify opportunities for workflow enhancements, cost-effectiveness, and operational efficiency.

Reporting & Documentation

• Prepare operational, performance, and quality metrics reports.
• Maintain accurate documentation in accordance with CLIA/CAP and company requirements.
• Utilize Excel, LIS, CRM, and other systems to support reporting needs.

Other Duties

• Maintain a clean and safe work environment and enforce company safety protocols.
• Ensure adequate inventory and cost-effective utilization of resources.
• Perform additional duties as assigned.

Requirements

REQUIRED SKILLS & QUALIFICATIONS

• Bachelor’s degree in Life Sciences, Business,      or related field (Master’s preferred).
• 7+ years of clinical laboratory operations      experience in a CLIA/CAP environment.
• Experience leading teams in fast-paced,      regulated environments.
• Knowledge of      immunohistochemical staining, tissue sections, and automated      immuno-stainers.
• Strong communication, analytical,      organizational, and problem-solving skills.
• Proficiency in Microsoft Office Suite;      familiarity with LIS, CRM, and ERP systems.
• High attention to detail, accuracy, and      adaptability.
• Demonstrated ability to provide excellent      customer service and support.
• Ability to lift up to 10 pounds; must pass      color vision test (for technical tasks).

TRAVEL REQUIRED

• Possibly