Operations Manager

The Operations Manager is responsible for overseeing service delivery, performance, and execution across assigned Patient Care Centers (PCCs). This role focuses on internal operations: ensuring compliance with protocols, resolving field-level issues, supporting site staff, and executing service commitments based on customer tier level. The role was created to streamline field execution and improve operational consistency across the organization.

Position in the Org Structure:

Reports to the Regional Manager Works closely with Account Managers, Customer Service, and Internal departments (Training, IT, and other support teams)

Key Responsibilities:

Patient Care Center Oversight & Performance Monitor daily operations to ensure testing is completed accurately and on time Support site scheduling, staffing, inventory management, and process adherence

Conduct regular check-ins with PCCs to reinforce expectations and ensure SOP compliance

Monitor testing volume trends across assigned PCCs to ensure staffing and scheduling align with demand

Notify upper management of significant increases or decreases in volume that may impact staffing, logistics, or service levels

Conduct training or retraining as needed

Conduct performance reviews for assigned staff

Issue Resolution & Escalations Troubleshoot site-level problems such as missed pickups, supply shortages, or equipment failures

Act as the first escalation point for PCCs when they encounter operational barriers

Partner with Customer Service when field issues impact ticket resolution or service delays

Execution of Tiered Service Model Prioritize workload and responsiveness based on customer tier (e.g., Tier 1 co-located sites vs. Tier 3 virtual sites)
Ensure Tier 1 accounts receive high-touch, proactive support and daily review

Maintain baseline service quality and timely response for all customers, regardless of tier Operational Consistency & Compliance Ensure sites are operating in line with internal protocols, safety standards, and chain of custody requirements

Identify trends or repeated failures and implement corrective actions

Provide coaching and support to improve PCC performance and operational reliability

Conduct or oversee monthly audits for each location

Systems & Documentation Utilize CRM, Freshdesk, and other tools to manage workflows, track resolution times, and document site needs

Maintain visibility into ticket volumes and coordinate internal follow-ups to reduce backlog

Capture process gaps and recommend updates to SOPs or tools based on field activity

Collaboration Across Support Teams Work closely with Training, Logistics, Compliance, and other departments to ensure cohesive service delivery

Communicate clearly across functions when PCC needs impact broader operations

Provide feedback loops to internal teams based on site-level performance trends

Travel Requirement This is a field-based office role; not remote

Requires at least 75% travel to assigned locations, including weekly visits to assigned PCCs and co-located locations.

Responsibilities include conducting audits, providing on-site operational support, coaching site staff, and resolving issues in person

Ideal

Skills & Experience:

In-depth understanding of drug testing protocols and operational workflows

Strong problem-solving and decision-making ability in a fast-paced environment

Familiarity with performance metrics and operational KPIsExcellent organizational skills and ability to manage competing priorities

Comfortable using support platforms like CRM or Freshdesk Field operations experience strongly preferred

Primary Goal:

Deliver consistent, compliant, and efficient service across all assigned PCCs by owning the operational side of customer delivery, resolving issues quickly, supporting site teams, and driving process consistency that aligns with our centralized service strategy.

The responsibilities outlined herein are representative of the role but not all-inclusive. Employees in this position will be required to perform additional duties as assigned or necessary to meet the needs of the organization.
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