Operations Manager

Averhealth•Framingham, MA

1d•Onsite

About The Position

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. The primary goal is to 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 the centralized service strategy. Employees in this position will be required to perform additional duties as assigned or necessary to meet the needs of the organization.

Requirements

In-depth understanding of drug testing protocols and operational workflows
Strong problem-solving and decision-making ability in a fast-paced environment
Familiarity with performance metrics and operational KPIs
Excellent organizational skills and ability to manage competing priorities
Comfortable using support platforms like CRM or Freshdesk

Nice To Haves

Field operations experience strongly preferred

Responsibilities

Monitor daily operations to ensure testing is completed accurately and on time
Support site scheduling, staffing, inventory management, and process adherence
Conduct regular check-ins with PCCs to reinforce expectations and ensure SOP compliance
Monitor testing volume trends across assigned PCCs to ensure staffing and scheduling align with demand
Notify upper management of significant increases or decreases in volume that may impact staffing, logistics, or service levels
Conduct training or retraining as needed
Conduct performance reviews for assigned staff
Troubleshoot site-level problems such as missed pickups, supply shortages, or equipment failures
Act as the first escalation point for PCCs when they encounter operational barriers
Partner with Customer Service when field issues impact ticket resolution or service delays
Prioritize 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 review
Maintain baseline service quality and timely response for all customers, regardless of tier
Ensure sites are operating in line with internal protocols, safety standards, and chain of custody requirements
Identify trends or repeated failures and implement corrective actions
Provide coaching and support to improve PCC performance and operational reliability
Conduct or oversee monthly audits for each location
Utilize CRM, Freshdesk, and other tools to manage workflows, track resolution times, and document site needs
Maintain visibility into ticket volumes and coordinate internal follow-ups to reduce backlog
Capture process gaps and recommend updates to SOPs or tools based on field activity
Work closely with Training, Logistics, Compliance, and other departments to ensure cohesive service delivery
Communicate clearly across functions when PCC needs impact broader operations
Provide feedback loops to internal teams based on site-level performance trends
Conduct audits, providing on-site operational support, coaching site staff, and resolving issues in person at assigned locations