Operations Manager

About the role

The Operations Manager is responsible for the day-to-day operating experience of a multi-tenant laboratory environment and serves as the primary operational point of contact for resident companies, guests, vendors, and partners. This position combines member service, facility coordination, operational process management, vendor administration, onboarding, procurement, programming support, and laboratory operations coordination. A scientific background is not required. The successful candidate will be an exceptionally organized operator who understands process, service delivery, accountability, documentation, and member experience. The Operations Manager must be comfortable working within a laboratory environment and learning its operating requirements but will not be expected to independently perform specialized scientific, EHS, or equipment-maintenance functions.

Responsibilities

• Member Experience & Site Operations
  • Serve as the primary day-to-day point of contact for resident companies.
  • Build strong working relationships with member company employees and proactively identify opportunities to improve their experience.
  • Manage member requests, questions, concerns, and service issues and ensure timely resolution.
  • Maintain a welcoming, professional, responsive, and highly service-oriented environment.
  • Manage guest access, visitor experience, deliveries, mail, packages, meeting rooms, shared spaces, and common-area operations.
  • Maintain office, kitchen, hospitality, and general operating supplies.
  • Monitor the daily condition and readiness of office, meeting, shared laboratory, and common spaces.
• Member Onboarding & Offboarding
  • Own the operational onboarding process for new resident companies.
  • Coordinate access, orientation, documentation, insurance requirements, safety training, equipment access, building procedures, communications, and move-in logistics.
  • Maintain onboarding checklists and ensure all requirements are completed before occupancy.
  • Coordinate member expansions, relocations, and suite changes.
  • Manage operational offboarding and decommissioning workflows in collaboration with the Director and qualified technical vendors.
  • Maintain accurate member, employee, access, equipment, and suite records.
• Laboratory Operations Coordination
  • Coordinate laboratory operating processes under the technical oversight of the Director.
  • Maintain schedules and records for equipment certification, preventative maintenance, inspections, calibration, and service.
  • Coordinate required safety and equipment training and maintain completion records.
  • Maintain laboratory operating documentation, service logs, inspection records, and vendor records.
  • Monitor shared laboratory areas and equipment for cleanliness, readiness, and obvious operating concerns.
  • Escalate technical, safety, EHS, equipment, or compliance issues to the Director and appropriate qualified providers.
  • Coordinate hazardous-waste pickups, certifications, equipment service, laboratory cleaning, and other specialized vendors.
  • Manage routine laboratory consumable and supply procurement.
  • Support implementation of laboratory and operational SOPs.
  • Ensure members receive clear information regarding laboratory procedures, access requirements, service requests, and shared-resource expectations.
• Facilities & Vendor Coordination
  • Manage and track day-to-day maintenance and service requests.
  • Coordinate with property management, contractors, and outside vendors.
  • Maintain a work-order tracking process and follow issues through completion.
  • Monitor vendor performance and service responsiveness.
  • Maintain contracts, certificates of insurance, service schedules, and other operational documentation.
  • Identify recurring operating issues and recommend process improvements to the Director.
• Programming & Community Operations
  • Manage the site programming calendar.
  • Coordinate logistics for member events, educational programs, partner activities, tours, and external gatherings.
  • Support execution of sponsor benefits and partner programming.
  • Coordinate rooms, catering, communications, registration, AV, vendors, and event setup.
  • Maintain records of attendance, participation, and programming activity.
  • Support opportunities that encourage interaction and collaboration among member companies.
• Process, Systems & Reporting
  • Develop and maintain repeatable processes for core site operations.
  • Maintain operational checklists, SOPs, templates, records, and shared documentation.
  • Track member-service metrics, operational KPIs, equipment utilization, work orders, and other site activity.
  • Support preparation of monthly and quarterly operating reports.
  • Maintain accurate information in relevant CRM, deal-management, member-management, and operating systems.
  • Assist with invoice processing, expense tracking, procurement, and budget monitoring.
  • Identify opportunities to improve workflows, reduce administrative burden, and increase service quality.

Qualifications

• Bachelor's degree or equivalent professional experience in operations, hospitality, property management, customer success, business administration, facilities coordination, coworking, or a related field.
• Strong operational and process-management skills.
• Demonstrated ability to manage multiple workflows, deadlines, vendors, and customer requests simultaneously.
• Exceptional member-service or customer-service orientation.
• Strong organizational skills and attention to detail.
• Ability to establish processes and maintain accurate records and documentation.
• Comfortable working in a technical or laboratory environment and learning specialized terminology and operating requirements.
• Experience coordinating facilities, vendors, maintenance, events, or shared workplaces strongly preferred.
• Ability to recognize when an issue requires technical expertise and escalate appropriately.
• Excellent written, verbal, and interpersonal communication skills.
• Strong judgment, initiative, and problem-solving ability.
• Experience with flexible office, coworking, laboratory, life-science, healthcare, hospitality, or property operations is helpful but not required.