Manager, Operations CPD/OR, Evening

Mass General Brigham•Boston, MA

7d•Onsite

About The Position

Site: Brigham and Women's Faulkner Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary Summary: Responsible for the daily operations of the department and the supervision of staff. Supervises and coordinates the daily technical tasks of reprocessing medical and surgical equipment to ensure items are assembled in accordance with established policies and procedures. Does this position require Patient Care? No Additional Job Details (if applicable) This position oversees the operational workflows that supports safe and efficient surgical care across the perioperative environment. The Manager is directly accountable for case cart completion, tray assembly support, and intracase responsiveness during live procedures. The role maintains continuous coordination with OR Nurse Managers, Surgical Directors, Flow Managers, and perioperative leadership to ensure instrument and supply availability, address issues in real time, and respond to high-priority escalations. The Manager leads the frontline Service Line Coordinators and Service Line Resource Technicians, ensuring service-specific readiness, prioritization, and alignment with daily surgical demand. The individual partners closely with clinical operations leaders to review trends, improve workflow reliability, and elevate communication pathways between CSPS and the Operating Rooms. The role requires strong operational judgment, emotional intelligence, and the ability to navigate fast-moving clinical environments with poise and urgency. This position serves as an operational bridge between sterile processing and surgical services—translating needs, adjusting priorities, troubleshooting emergent issues, and ensuring the right tools and supplies are in the right place at the right time.

Requirements

High School Diploma or Equivalent required
Certified Registered Central Service Technician [CRCST] - Healthcare Sterile Processing Association (HSPA) required
Central Processing Sterilization Experience 3-5 years required
Supervisory Experience 3-5 years required
Complete knowledge of clinical operations, hospital mission and goals, and human resources policies and procedures.
Advanced oral and written communication skills.
Excellent organizational skills, including the ability to multitask, delegate appropriately, and meet deadlines.
Strong interpersonal skills with the ability to provide direction and development to employees by coaching, identifying training needs, assigning progressively challenging projects, and assisting in career development planning.
Ability to analyze and solve problems in a systematic, logical, and timely manner.
Ability to adapt to changes in daily routine.
Experience working with Microsoft Office applications and instrument tracking systems; ability to learn additional software as required.
Works within legal, regulatory, accreditation and ethical practice standards relevant to the position: follow safe practices required for the position; complies with appropriate policies and procedures; fulfills any training required; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

Responsibilities

Identifies conflict and initiates plan for resolution.
Responds to intraoperative escalations and case-impacting issues, collaborating with OR leaders to mitigate risk and restore workflow continuity.
Serves as a primary point of contact for conflict resolution between CSPS staff, OR clinicians, and perioperative operational partners.
Leads root-cause analysis for breakdowns in case cart readiness or instrument availability.
Partners with perioperative leadership to evaluate unmet instrument needs, supply reliability, and opportunities to streamline workflow between CSPS and the OR.
Reviews quality trends within assigned service lines and leads corrective action planning for recurring conflicts or service breakdowns.
Evaluates the effectiveness and implications of one's own decisions and take responsibility and ownership for any problems.
Reviews service-line-specific performance outcomes and adjusts operational decisions to improve accuracy, timeliness, and case support responsiveness.
Ensures accountability in intracase support, including rapid response processes and post-case debriefs to prevent recurrence of issues.
Monitors case cart assembly quality and reconciles deviations or errors in partnership with SLCs and SRTs.
Supports onboarding of new surgeons and service expansions by evaluating operational readiness and anticipating instrument or workflow needs.
Uses data from incident reports, unmet need trends, and workflow audits to refine decision-making and reduce process variation.
Effectively prioritizes workload; appropriately delegates and supervises; recognizes employee accomplishments and celebrates successes.
Manages the Service Line Coordinators and Service Line Resource Technicians, including hiring, onboarding, scheduling, performance evaluations, and corrective action as needed to ensure high service reliability.
Prioritizes urgent case needs, reallocates resources during peak demand, and ensures adequate readiness for scheduled and add-on cases.
Provides ongoing coaching, recognition, and development opportunities to support service-line expertise.
Ensures timely intracase support—including urgent instrument delivery, troubleshooting missing items, and coordinating with decontam/assembly teams.
Conducts daily touchpoints with OR charge nurses, CSPS operations managers and flow managers to align priorities and communicate known risks.
Identifies and utilizes appropriate channels for problem-solving.
Communicates proactively with OR Nurse Managers, Surgeons, and Flow Managers to anticipate needs and resolve complex OR support issues.
Utilizes structured escalation pathways for equipment failures, missing instruments, or supply disruptions.
Escalates operational risks to CSPS leadership when patient safety or case progress may be impacted.
Coordinates with inventory leadership to address service-line shortages, substitutions, and backorders.
Ensures compliance with regulatory standards related to instrument handling, transport, and OR-CSPS interface workflows.
Demonstrate flexibility in response to change.
Adjusts staffing models, workflows, and priorities throughout the day based on emergent cases, staffing constraints, and changes in OR volume.
Supports rapid implementation of process updates, new surgical technologies, and workflow redesigns.
Ensures the team remains agile in responding to evolving case needs and unexpected disruptions.
Adapts service-line coverage and resource allocation in real time to support safe operative flow.