Sr Manager, Service Operations

• Partner with service designers and cross-functional teams to develop and operationalize new services that support pipeline products and new product launches, including standard operating procedures, quality measures, and implementation plans.

• Provide operational oversight for a portfolio of patient- and provider-support services, including blood sample collection; monitor service performance, dashboards, SLAs, audits, and quality metrics, and lead interventions and change management when issues arise.

• Manage third-party service vendors and serve as a key point of contact for internal requirements and vendor coordination, including contracts, negotiations, invoicing, service-level agreements, and ongoing operational performance.

• Coordinate service data collection and customer feedback with Voice of Customer teams, using qualitative and quantitative insights to identify opportunities, resolve service issues, and continuously improve the customer experience.

• Build strong relationships with senior leaders and enabling functions across a complex matrix organization while leading, developing, and supporting the team through clear priorities, delegation, performance feedback, training, and a culture of accountability and inclusion.

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field. 

• 8+ years of experience working in service operations, product management, or program management. 

• Experience leading teams directly and/or indirectly. 

• Demonstrated strong understanding of the current service landscape in the related healthcare market. 

• Demonstrated ability to perform the essential duties of the position with or without accommodation. 

• Authorization to work in the United States without sponsorship 

• Extensive experience using problem-solving, organizational, and analytical skills to evolve service offerings based on research, data, and industry trends.
• Extensive experience partnering with enabling functions such as IT, Finance, Operations, Compliance, Regulatory, and Legal.
• Demonstrated experience managing complex systems and proficiency with management platforms, dashboards, and operations command centers.
• Experience in healthcare, wellness, or digital health.
• Experience with both customer-facing operations and supporting “backstage” functions.
• Experience with both B2C and B2B products and/or services.

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In specific locations, the pay range may vary from the range posted.