Bachelor's degree in business, operations, project management, life sciences, or related field, or equivalent experience.
Required people-management experience.
Preferred experience leading customer service, project management, or service-delivery teams.
Experience in laboratory testing, life sciences, healthcare, or regulated environments preferred.
Training in project management, continuous improvement, or customer experience is a plus.
Responsibilities
Establish and reinforce customer service standards across the team.
Ensure timely and clear communication with customers.
Monitor service performance metrics like turnaround time and customer satisfaction.
Address escalated customer concerns and coordinate resolutions.
Identify recurring service issues and implement improvements.
Oversee assignment and completion of customer projects and service activities.
Develop and monitor operational and customer-service metrics.
Benefits
Opportunities for professional development and training.
Collaborative and customer-focused work culture.
Support for employee performance improvement and career growth.
Access to cross-training and mentoring programs.
Engagement in continuous improvement initiatives.
Full Job Description
Job Summary
The Project & Service Operations Manager leads a team responsible for coordinating customer projects and delivering a consistent, responsive service experience throughout the testing lifecycle. This position is primarily focused on attracting, developing, and retaining employees while establishing clear expectations for customer communication, project execution, issue resolution, and service delivery.
The manager provides day-to-day leadership and operational oversight for project and service activities, including workload management, resource planning, performance metrics, and process improvement. This role works closely with customers and cross-functional partners to remove barriers, resolve escalated concerns, and ensure commitments are met.
Essential Duties
Customer Experience and Service Delivery
Establish and reinforce customer service standards across the PSO team.
Ensure customers receive timely, clear, and consistent communication.
Monitor service performance, including turnaround time, response time, project progress, and customer satisfaction.
Address escalated customer concerns and coordinate timely resolution.
Identify recurring service issues and implement corrective and preventive improvements.
Partner with laboratory operations, commercial teams, quality, finance, and other functions to support successful customer outcomes.
People Leadership and Development
Recruit, onboard, train, develop, and retain employees.
Conduct regular one-on-one meetings and provide ongoing coaching and feedback.
Establish clear performance expectations and hold employees accountable for results.
Partner with Human Resources to address employee concerns and support performance improvement.
Develop succession plans and strengthen team capabilities through cross-training, mentoring, and development planning.
Build a collaborative, customer-focused culture centered on accountability and continuous improvement.
Project and Service Operations
Oversee the effective assignment, coordination, and completion of customer projects and service activities.
Balance workload and resources across the team based on volume, complexity, priorities, and customer needs.
Monitor project milestones, outstanding actions, risks, backlog, and service commitments.
Ensure issues are documented, escalated, and resolved at the appropriate level.
Establish clear ownership and effective handoffs across PSO, laboratory operations, and supporting functions.
Support consistent use of systems, processes, and standard work.
Operational Excellence
Develop and monitor operational and customer-service metrics.
Use performance data and customer feedback to identify trends and improvement opportunities.
Lead initiatives that improve efficiency, communication, consistency, and the overall customer experience.
Support department planning, staffing, and resource decisions.
Promote effective change management and adoption of new processes and systems.
Competencies
Strong people-leadership and employee-development capabilities
Demonstrated commitment to customer service
Strong written and verbal communication
Ability to manage competing priorities and organize work
Conflict-resolution and difficult-conversation skills
Sound judgment and structured problem-solving
Ability to manage escalations calmly and effectively
Cross-functional leadership and relationship-building skills
Change leadership and continuous-improvement mindset
Ability to use data and metrics to drive decisions
Proficiency with Microsoft Office and customer or project-management systems
Education and Experience
Bachelor's degree in business, operations, project management, life sciences, or a related field, or equivalent relevant experience.
People-management experience required.
Experience leading customer service, project management, customer operations, or service-delivery teams strongly preferred.
Experience in laboratory testing, life sciences, healthcare, contract services, or another regulated environment preferred.
Project-management, continuous-improvement, or customer-experience training preferred.
