Supervisor, Client Delivery - Central Labs Services

At Labcorp, we believe in the power of science to change lives. We are a leading global life sciences company that delivers answers for crucial health questions. Through our unparalleled diagnostics and drug development capabilities, we provide insights and accelerate innovations that not only empower patients and providers but help medical, biotech, and pharmaceutical companies transform ideas into innovations. 

Central Laboratory Services is part of a global contract research organization within Labcorp. We offer the world’s largest network of central laboratories and support global clinical trials testing. A common set of processes, procedures, and instrumentation is offered throughout our sites in Europe, Asia/Pacific, and the United States, allowing us to receive samples globally and provide more than 700 assays across all laboratory science disciplines. 

LabCorp is seeking a Supervisor, Client Delivery to join our Central Labs Services team. In this role, you will be responsible for the coordination and management of a regional or global team with a single or multi- functional area to ensure the successful implementation of the strategy, structures, processes and metrics of the team in order to deliver outstanding customer satisfaction.  The Supervisor will be accountable for enabling operational delivery, quality and efficiency, and continuously developing innovative solutions for team and customer success. 

This position is remote and can be located anywhere in the US.

Responsibilities:

• Supervise the day-to-day operations of the assigned customer or functional team members including but not limited to:

  • Ensure appropriate resource allocation to successfully implement and execute project plans to achieve agreed upon service levels.

  • Manage the workload balance within their team and participate in resource management across all global teams.

  • Ensure the seamless integration of team services.

  • Ensure the consistent implementation, use, and review of SOPs.

  • Coordinate and monitor progress to ensure achievement of team goals.

  • Implement, monitor, and report performance metrics and take corrective action when appropriate.

  • Effective and timely adherence to management communications, meetings and procedures.

  • Participate in strategy execution for department and communicate strategy for team and/or customer.

• Grow and develop the team including but not limited to:

  • Ensure the development of a competent workforce to meet growth plans within budget.

  • Establish and monitor performance objectives for assigned direct reports and taking corrective action where appropriate.

  • Complete thorough, timely and well-documented performance evaluations and, where applicable, interim progress review for the assigned direct reports.

  • Responsible for the activities and outcomes of its direct reports, taking corrective actions where appropriate.

• Responsible to instill and manage a culture of continuous improvement, quality, and productivity:

  • Responsible to monitor and track resolution of all customer complaints, issues and concerns related to the team responsibilities. Manage and ensure the resolution of such instances in collaboration with the Project Management departmental leadership.

  • Ensure issues are documented and leveraged to prevent repeat occurrence.

  • Leverage expertise by ensuring the breadth of experiences and liaison network are leveraged.

  • Ensure all services failures are identified, tracked and resolved in a timely manner. Take preventative action to ensure that the same service failure(s) does not occur again.

• Responsible to ensure the team and department delivers on customer commitments in accordance with World Class Project Management and Service Excellence:

  • Ensure best practices are applied within the team with regards to budget and risk management.

  • Ensure systems (e.g., Workfront) are updated to accurately reflect workload, timelines, etc.

  • Lead client relationship activities; adapts depending on the client relationship need.

  • Ensure management of team and/or customer milestones and proactive communication with customers.

  • Proactively consult with customers regarding the impact of their decisions. Seek to understand their true needs and how LabCorp can best deliver to their needs.

  • Understand how each customer defines success and tailor processes and interpersonal approach to best meet customer needs, while balancing the advantages of global consistency.

• Effectively collaborate with others and work across boundaries as necessary:

  • Assist the project management leadership in managing and supervising the day-to-day operations of the team.

  • Work with the appropriate Business Development Directors to understand the culture and evolving needs of customer(s).

  • Works across CLS functions and Business Units to remove barriers and optimize client delivery consistently.

• Other duties as assigned.

Experience:

• Years of experience in the job discipline: 2 years or related experience

• Years of experience in other professional roles: 3 years

Other required work-related experiences:

• Demonstrated strong customer service skills.

• Excellent written, verbal, and interpersonal skills.

• Strong planning, organizational, and problem-solving skills.

• Proven record of driving continuous improvement.

• Demonstrated a high degree of initiative and ability to work collaboratively.

• Demonstrated experience in team building, influencing and conflict resolution.

• Proven track record of successful project completion.

• Strong change management skills.

Education:

• High School Diploma (University degree preferred)

Application Window: closes at the end of the day 12/6/2024.

Pay Range: 100-120K

All job offers will be based on a candidate’s skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. 

Benefits: Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan.  Casual, PRN & Part Time employees regularly scheduled to work less than 20 hours are eligible to participate in the 401(k) Plan only.  For more detailed information, please click here. 

Labcorp is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Labcorp strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

We encourage all to apply

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