Lab Operations Lead

This is a fully remote position, open to applicants in New York.

📋 Description

• Lead, mentor, and enhance the capabilities of a geographically dispersed Lab Operations team, supporting both individual contributors and team leaders as the organization scales.

• Strategically plan team capacity and staffing in response to increasing order volumes driven by demand trends.

• Oversee the daily operations of the team, which includes lab result reviews, order investigations, and proactive resolution of issues with labs and customers.

• Ensure that service level agreements (SLAs), quality benchmarks, and productivity goals are consistently achieved.

• Collaborate with vendors to maintain strong working relationships, address issues as they arise, and establish efficient processes for routine interactions.

• Engage in complex operational challenges when the team seeks assistance, coordinating with Product, Engineering, Customer Success, and external lab partners as necessary.

• Enhance standard operating procedures (SOPs), quality benchmarks, and team workflows to ensure operations are more consistent and scalable.

• Recognize recurring operational challenges and work alongside our Operations Systems & Tooling team to implement workflow enhancements and automation.

• Develop a team capable of resolving problems autonomously, promoting clear ownership and reducing the need for escalations over time.

⛳️ Requirements

• Over 5 years of experience in hiring and managing operations teams through periods of growth.

• Proven ability to coach individuals toward independence, conduct performance discussions, and cultivate a team that doesn't depend on you for every decision.

• Experience leading teams that focus on solving complex operational challenges rather than merely adhering to scripts.

• Comfort in making decisions when scenarios do not conform neatly to established processes.

• Demonstrated experience in building or significantly enhancing SOPs, SLAs, quality frameworks, or operational processes.

• Experience managing teams across various time zones and the ability to create a cohesive team rhythm that maintains alignment without constant supervision.

• Experience managing direct vendor relationships in critical business operations and being a reliable escalation point for customers.

• Background in healthcare operations, diagnostics, logistics, or another operational setting where accuracy is paramount.

🏝️ Benefits

• Equity (extended exercise period after 2 years of employment).

• Company and team offsite events.

• Monthly learning budget of $150 for personal development and productivity enhancements.

• Monthly wellness budget of $100.

• Flexible, remote-first working environment, including a $1,000 allowance for home office equipment.

• Budget for coworking spaces.

• 36 days of paid time off (including public holidays).

• Premium healthcare coverage.

• 4% monthly contribution to pension/401k plans.

• Complimentary annual blood test.

• Enhanced parental, foster, and adoption leave policies.