The Opportunity:In this role, you will report to the Supervisor, Onsite Services and will work closely with the Avantor's Lab and Production Services team of over 1,500 on- and off-site expert personnel - and our customers - to perform customized, mission-based lab work and research protocols that help return time back to science.
Location: Cambridge, MA
Shift: Monday-Friday, expected to be flexible and work outside the schedule as needed
Salary Range: $80,000 -$85,000 (plus 5% annual bonus)
Benefits:- Health and Wellness: Medical, Dental, Vision, and Wellness programs (eligible for medical coverage on day 1)
- Time Off: Paid Time Off (PTO), and company-paid holidays,
- Financial Well Being: Spending Accounts: Flexible Spending Account (FSA), Health Savings Accounts (HSA), commuter benefits, 401(k), tuition assistance, employee stock purchase plan discount,
- Added Protection Coverage: To include critical illness, hospital indemnity, accident, legal, identity theft protection, pet, auto, and home insurance,
- Recognition: Celebrate your peers and earn points to redeem for gifts and products
What we're looking forEducation: - A bachelor's degree or an undergraduate degree in a business-related or science field is preferred
Experience: - 4-5 years of experience in supply chain operations and customer service management
- Proven success leading mid-sized, multi-level teams in fast-paced, dynamic environments
- Working knowledge of GMP and GLP standards (formal training preferred)
- Experience managing-or demonstrated ability to support-Scientific Services programs
- Valid driver's license with reliable transportation
Technical & Operational Expertise- Strong understanding of supply chain processes and inventory management systems
- Proficiency with SAP, third-party inventory platforms, and handheld scanning devices
- Ability to troubleshoot and operate effectively across stockrooms, laboratories, and dock environments
- Solid knowledge of process controls, compliance standards, and operational best practices
Leadership & Communication- Demonstrated leadership experience with a focus on coaching, performance management, and conflict resolution
- Self-directed with the ability to drive change, make decisions independently, and deliver results
- Excellent verbal and written communication skills
- Strong stakeholder management skills with the ability to act as a primary liaison between Avantor and customers
- Confident in presenting service performance, communicating changes, and leading customer-facing interactions
Work Environment & Expectations- Fully onsite role requiring daily presence and mobility across multiple buildings
- Hands-on position with regular work in stockroom, laboratory, and dock settings (not desk-based)
- Ability to manage multiple priorities in a fast-paced, high-demand environment
- Responsible for developing and maintaining KPIs and monthly performance reporting
- Participate in training on operational processes and customer-specific inventory procedures
Core Competencies- Highly organized with a self-starter mindset and ability to work independently
- Proven ability to manage multiple high-priority tasks with competing deadlines
- Strong leadership, coaching, and team development capabilities
- Effective at navigating ambiguity and driving results in evolving, complex environments
How you will thrive and create an impact: Avantor's Lab and Production Services team is a crucial part of the Avantor Services group serving over 500 customers in biopharma, pharmaceutical, educational, industrial, and high-tech industries with customizable, flexible solutions and end-to-end laboratory operations support.
In this role you will:- Operate effectively in a high-pressure, fast-paced environment, managing competing priorities and urgent requests with short turnaround times
- Serve in a customer-facing role, building strong relationships while balancing customer expectations and operational requirements
- Manage time-sensitive projects, including customer initiatives, chemical lab cleanouts, point-of-use (POU) equipment setup and changes, and operational transitions
- Oversee the day-to-day operations of the Avantor Services team on-site, ensuring compliance with health, safety, and training standards
- Deliver high-quality service by monitoring KPIs and adhering to SLAs, ensuring continuity of contracted services
- Act as a liaison between the customer, Avantor services, sales teams, and other key stakeholders
- Lead and direct team activities in alignment with Statements of Work (SOW) and customer requirements
- Coach, mentor, and develop team members, driving performance and supporting professional growth
- Manage reporting processes, including open order status, customer metrics, and departmental performance reports, and maintain SOP/SOW documentation
- Provide training, cross-training, and backup support to ensure operational continuity
- Perform administrative leadership duties, including performance evaluations, scheduling, timecard review, and succession planning
- Develop, maintain, and ensure adherence to SOPs, SOWs, KPIs, and SPIs
- Ensure full GxP compliance and adherence to Good Documentation Practices (GDP)
- Promote continuous improvement and bring industry knowledge and value-driven insights to enhance customer outcomes
Disclaimer:The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.
