Site Operations Manager

Renovo Solutions•Pennsylvania, PA

2h•Onsite

About The Position

The Site Operations Manager owns service delivery at an assigned client site. This role is the primary point of contact for the client and is responsible for technical supervision, coordination, work order execution, coverage, escalation, budget, and people management for the site. All operational personnel at the site report to this role. This is a full-time, on-site position that reports to the Regional Director of Operations and leads the site's Technical Supervisor and Senior Instrument Service Coordinator, and through them, the engineers, technicians, and coordinators. The role also partners with various internal departments and provides day-to-day technical and coordination support to a single-coverage peer site if assigned.

Requirements

Bachelor’s degree in a technical, scientific, or business field preferred; equivalent experience considered.
7+ years of laboratory operations, technical service, scientific asset management, or equipment services experience.
3+ years of people leadership experience, including managing through supervisors or leads.
Demonstrated experience delivering against contracted KPIs or SLAs at site level.
Site P&L or operating budget accountability.
Working knowledge of laboratory instrumentation and pharmaceutical or biotechnology laboratory environments.
Working knowledge of GXP requirements and quality systems.
Experience with CMMS platforms, work order management, and service reporting.
Proficient with Microsoft and Google software applications.
Existing right to work in the United States required.

Nice To Haves

Experience managing OEM or third-party service providers on site preferred.
Experience supporting laboratory moves or site consolidations preferred.
Training in operations management, quality systems, Lean or process improvement preferred.

Responsibilities

Own daily service delivery at the site, including scheduled maintenance, demand work, calibration, and coordination scope.
Deliver against contracted KPIs and SLAs at site level and act on the trend before it becomes a miss.
Own work order quality from creation through dispatch, execution documentation, and closeout.
Build and maintain the preventive maintenance plan so it lines up with client and end-user priorities, and adjust it as service data warrants.
Own coverage planning, including absence, vacation, peak load, unplanned demand, and escort demand.
Identify assets trending toward failure or high alert volume, take corrective action, and flag replacement candidates with the data behind them.
Act as the senior operational escalation point at the site.
Build working relationships with lab operations, scientific staff, site quality, and business stakeholders.
Run the site operating rhythm, including operational reviews and regular contact with client site leadership.
Keep site-specific requirements documented and current, and communicate every change to the people it affects.
Handle client complaints at source and escalate with a plan, not a problem.
Present site performance at quarterly business reviews.
Surface additional service requests, scope growth, and conversion opportunities to the Regional Director.
Lead the site team through the Technical Supervisor and Senior Instrument Service Coordinator, and through them the engineers, technicians, and coordinators.
Own site staffing, including schedule, workload balance, open position management, and onboarding.
Set performance expectations, run regular one to one conversations, and address performance issues directly.
Own retention at the site, with particular attention to sole-coverage roles.
Support engineer and coordinator development, including qualification progress against the competency matrix.
Run training sessions on site-specific procedures and Renovo systems.
Manage OEM and third-party service activity at the site, including access, coordination, and the quality of their work.
Own the site escort roster covering every site-based person regardless of function, including who is qualified and how escort time is scheduled.
Make sure escort does not silently displace planned maintenance or committed response, and escalate where escort volume runs past what was priced.
Escort and host OEM and third-party engineers in client laboratories.
Verify third-party work is complete and correctly documented before the vendor leaves site, and report anything incomplete.
Maintain current escort qualification, including site safety, GXP awareness, and area-specific access and access-control requirements.
Hold Renovo accountability at sites where another provider delivers part of the scope.
Own site readiness for laboratory moves, consolidations, decommissioning, and equipment deployment.
Coordinate project activity at the site so it does not undercut routine service commitments.
Run periodic inventory checks and keep the asset record accurate.
Execute Renovo service delivery standards, standard work, and governance routines at the site without local variation.
Create and maintain site SOPs, work instructions, and documented workflows.
Keep documentation, competency records, and service evidence audit-ready at all times.
Support and perform periodic audits to confirm compliance and standardization.
Own the site operating budget, labor cost, and spend against plan.
Own entitlement and coverage accuracy at the site in partnership with Sourcing and Payments.
Own monthly reconciliation between RenovoLive and the client CMMS so credits are issued per the SOW and SLA.
Identify third-party work suitable for conversion to self-perform and hand the case to the Regional Director.
Meet GXP requirements, applicable quality systems, OSHA requirements, and site safety procedures.
Provide day-to-day technical and coordination support to an assigned single-coverage site as a named accountability, not an informal favor.
Make sure the peer site has real coverage during absence rather than an escalation path alone.