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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 KPIs
• Excellent 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.