Laboratory Manager

Lab Manager

The Laboratory Manager oversees daily operations, manages resources, optimizes processes, and leads teams to achieve organizational goals. This role ensures operational excellence while elevating service level agreements with customers. The Manager facilitates communication between customers and cross-functional teams to ensure inquiries and concerns are resolved timely. This role ensures operational excellence while focusing on the customer impact and elevating service level agreements. The Manager is also the primary point of contact for external laboratories, ensuring test accuracy and timely results, while considering cost containment.

POSITION RESPONSIBILITIES

• Oversees daily lab operations and ensures processes are effective and efficient.
• Communicates issues and updates directly with operations, pathologists, laboratory personnel, client services, and the commercial team on lab operations.
• Creates consistent workflows for daily operations, including preparing, packaging and shipping samples to external laboratories.
• Provides excellent customer service for escalated inquiries and maintains strong relationships by prioritizing customer needs accordingly.
• Ensures incoming calls and Salesforce tickets from clients are received and issues are resolved promptly.
• Maintains pricing and shipping costs, and collaborates with appropriate teams to find suitable laboratory testing for customers.
• Assists in delivering sustainable business improvement programs.
• Ensures samples are accessioned and processed immediately upon receipt based on established service level agreements.
• Manages the reporting of test results, including format, accuracy, and quality control.
• Reviews shipping costs, pricing, and test requirement information in the lab LIS system and external laboratory catalogs.
• Collaborates with other lab managers to liaise between cross-functional business groups to support task organization from project award to delivery, addressing any identified gaps that may impact scheduled study deliverables.
• Participates in the development and mentorship of lab supervisors and leads. Identifies skill and knowledge gaps requiring training.
• Provides input on the development metrics and monitor results to ensure operational excellence.
• Oversees the tracking and mailing of export rabies documents to clients.
• Understands and enforces safety guidelines established for the laboratory.
• Participate in people leader responsibilities, including but not limited to: hiring, onboarding, training, talent development, compensation planning, performance management, and more.
• Ensures compliance with laboratory regulations and ZRL policies and procedures.
• Completes other duties as assigned.

EDUCATION AND EXPERIENCE

• Bachelor's Degree or equivalent experience in a healthcare/laboratory environment.
• 5+ years of experience in reference laboratories or equivalent duties.
• Familiarity with the shipping of infectious substances (and dry ice) training is preferred but not required. Colleague must be able to complete this training within 14 days of employment.

TECHNICAL SKILLS REQUIREMENTS

• Leadership: Ability to lead and motivate teams to achieve organizational goals.
• Communication: Strong verbal and written communication skills for interacting with various stakeholders.
• Problem-Solving: Aptitude for identifying issues and implementing practical solutions.
• Data Analysis: Ability to analyze data and make informed decisions.
• Financial Acumen: Understanding of budgeting, financial planning, and cost management.
• Technical Proficiency: Familiarity with relevant software and tools for managing operations; proficiency in Microsoft Suite, internet, and office/fax machines required.
• Task and Time Management: Efficient time management and prioritizing tasks while meeting deadlines. Assigns responsibilities and directions for tasks, sets clear measures, and monitors progress.
• Adaptability: Flexibility to adjust to changing circumstances and new challenges.
• Collaboration: Effectively working with different departments and teams; establishes relationships and networks across various individuals and groups.
• Operational excellence skills: process optimization, managing resources and driving continuous improvement.
• Customer Focus: Dedicated to meeting the expectations of both internal and external customers. Promotes a positive company image and collaborates with customers to solve problems.
• Conflict Resolution: Works together to resolve conflicts at both the individual and organizational levels.

PHYSICAL POSITION REQUIREMENTS

• Must be able to remain in a stationary position for an extended period.
• Must be able to move about between various laboratory departments.
• Must be able to bend and crouch to reach files and supplies.
• Must possess the ability to communicate accurate information, using both written and verbal skills, to clients professionally.
• Possibility of minimal travel (<25%).
• Schedule Mon - Fri 9:30a-6p occasional weekend shifts

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.