Head of Operations Management (m/w/d)

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 ManagerWorks closely with Account Managers, Customer Service, and Internal departments (Training, IT, and other support teams)Key Responsibilities:Patient Care Center Oversight & PerformanceMonitor daily operations to ensure testing is completed accurately and on timeSupport site scheduling, staffing, inventory management, and process adherenceConduct regular check-ins with PCCs to reinforce expectations and ensure SOP complianceMonitor testing volume trends across assigned PCCs to ensure staffing and scheduling align with demandNotify upper management of significant increases or decreases in volume that may impact staffing, logistics, or service levelsConduct training or retraining as neededConduct performance reviews for assigned staffIssue Resolution & EscalationsTroubleshoot site-level problems such as missed pickups, supply shortages, or equipment failuresAct as the first escalation point for PCCs when they encounter operational barriersPartner with Customer Service when field issues impact ticket resolution or service delaysExecution of Tiered Service ModelPrioritize 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 reviewMaintain baseline service quality and timely response for all customers, regardless of tierOperational Consistency & ComplianceEnsure sites are operating in line with internal protocols, safety standards, and chain of custody requirementsIdentify trends or repeated failures and implement corrective actionsProvide coaching and support to improve PCC performance and operational reliabilityConduct or oversee monthly audits for each locationSystems & DocumentationUtilize CRM, Freshdesk, and other tools to manage workflows, track resolution times, and document site needsMaintain visibility into ticket volumes and coordinate internal follow-ups to reduce backlogCapture process gaps and recommend updates to SOPs or tools based on field activityCollaboration Across Support TeamsWork closely with Training, Logistics, Compliance, and other departments to ensure cohesive service deliveryCommunicate clearly across functions when PCC needs impact broader operationsProvide feedback loops to internal teams based on site-level performance trendsTravel RequirementThis is a field-based office role; not remoteRequires 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 personIdeal Skills & Experience:In-depth understanding of drug testing protocols and operational workflowsStrong problem-solving and decision-making ability in a fast-paced environmentFamiliarity with performance metrics and operational KPIsExcellent organizational skills and ability to manage competing prioritiesComfortable using support platforms like CRM or FreshdeskField operations experience strongly preferredPrimary 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.