AVP/VP, Service and Business Operations

Key Responsibilities

Strategic Leadership

• Own and evolve the end-to-end service operations strategy aligned with our growth trajectory.
• Partner with the CEO and senior leadership team to shape and execute strategic initiatives focused on scalability, customer satisfaction, and margin expansion.
• Serve as the executive sponsor for digital transformation initiatives across service and business operations.

Operational Excellence

• Lead day-to-day management of Client Services, Sample Logistics, Kit Ordering, Fulfillment, Genetic Counseling, and Phlebotomy service operations.
• Define and track KPIs for turnaround time, ordering accuracy, client responsiveness, and fulfillment efficiency.
• Build and implement scalable processes and infrastructure to support increasing sample volume and new service offerings.

Customer & Client Services

• Ensure high-touch, responsive, and empathetic customer experiences across all service channels.
• Proactively resolve escalated client issues and improve service delivery by identifying root causes and implementing corrective actions.

Logistics & Fulfillment

• Oversee the full lifecycle of sample logistics: kit creation, distribution, sample receipt, and internal handoff to lab operations.
• Improve inventory management and procurement planning in collaboration with supply chain and finance partners.

Cross-functional & Digital Collaboration

• Partner with Product, IT, Finance, and Commercial teams to align on business needs, technical solutions, and investment priorities.
• Leverage data, automation, and new technologies (AI/ML, CRM, ERP) to modernize service delivery operations.
• Build business cases for system improvements and digital tools that drive speed, accuracy, and insights.

Team Leadership & Culture

• Lead and develop high-performing operational teams; instill a culture of accountability, service, and continuous improvement.
• Foster a customer-first mindset while ensuring cross-functional alignment and collaboration.

Qualification & Requirements

Education and Experience:

• Bachelor’s degree in Business Administration, Operations Management, Healthcare Administration, or a related field required.
• Master’s degree (MBA, MHA, or related) strongly preferred.
• 10+ years of progressive leadership experience in business operations, customer success, logistics, or service delivery, ideally in healthcare, diagnostics, or life sciences.
• Demonstrated success managing cross-functional operations and scaling service delivery teams in high-growth environments.
• Proven track record overseeing client services, logistics, ordering systems, and/or supply chain operations.
• Experience partnering with or leading Revenue Cycle Management (RCM) operations is strongly preferred

Skills and Competencies:

• Strong understanding of clinical laboratory workflows, sample management, and service operations.
• Expertise in data-driven operations management and performance optimization.
• Adept in digital tools including CRM systems, ticketing software, ERP, and customer analytics platforms.
• Strategic thinker with excellent execution skills and ability to lead through ambiguity and complexity.
• Highly organized, results-driven, and committed to operational rigor.
• Clear alignment with BG’s values

Physical Demands and Work Environment:

• Frequently required to sit, talk, and hear.
• Regular use of computer, keyboard, and standard office equipment.
• May be required to manage priorities in a fast-paced, deadline-driven environment.
• Occasionally exposed to bloodborne and airborne pathogens or infectious materials

Benefits

No information available.