Client Operations Manager

Responsibilities

• Supervise, coach, monitor, train, and manage performance of assigned staff.
• Implement and review relevant processes, policies, and standard operating procedures.
• Resolve service issues, track/report defects, and partner with internal departments for seamless processes.
• Ensure efficient daily client communications and timely client notifications.
• Conduct on-boarding of new clients to ensure smooth integration.
• Develop strategies for addressing chronic service failures and facilitating permanent resolutions.
• Oversee analysis of account problems and expedite their resolution.
• Manage customer satisfaction surveys, client communications, and key account monitoring.
• Ensure department compliance with company policies and government regulations.
• Analyze business needs to forecast budgetary requirements and prepare budget reports.
• Maintain department expenses within budget.

Qualifications

• Minimum of five (5) years of professional experience in a leadership role in a customer service environment.
• Preferred: Minimum of five (5) years previous clinical laboratory experience.
• Sitting for long periods of time, repeating motions involving wrists, hands, and fingers (typing).
• Excellent leadership, interpersonal, and communication skills (oral and written).
• Detail-oriented, able to work independently, establish priorities, and handle multiple tasks simultaneously.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and Laboratory Information Systems.
• Strong organizational skills, analytical abilities, and ability to maintain professionalism in stressful situations.
• Comfortable interacting with technical staff and other departments.
• Ability to deal with client information confidentially.

About the Role

Manage and direct all aspects of the customer service call center operations for assigned sites.

Benefits

We offer best-in-class benefits and programs to support employees and their families, including:

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program
• Blueprint for Wellness® mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities

Pay

Pay range: $93,200+ per year. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and market and organizational factors.