Lab Operations Lead

About the Opportunity

Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables lab tests and patient–doctor interactions an era where data is abundant is emerging. The company is building the infrastructure layer for diagnostic healthcare making patient data accessible actionable and automated across labs and devices. The mission is simple but ambitious use health data to unlock unprecedented insight into human health and disease. If you're passionate about how technology can supercharge healthcare you’ll fit right in. Backed by Creandum Point Nine 20VC and leading angels the organization is working to solve one of the biggest challenges of our time making healthcare personalized proactive and affordable. Millions are already being connected and the company is scaling fast. TLDR You An experienced operations leader who enjoys running teams that solve real operational problems every day. You're comfortable managing people improving processes and stepping into complex issues when things go wrong. Us A growing Lab Operations team responsible for keeping every lab order moving smoothly from order to result. Salary $125000 - $175000

Location

Fully remote (US-based EST timezone required) Why we need you Every lab order that moves through the company eventually becomes something physical. A kit ships a lab runs a test and results make their way back to providers and patients. Lab Operations is the team that makes sure that process works reliably. When they do their job well customers barely notice. When something goes wrong they're usually the team that fixes it. As order volume continues to grow someone is needed who can lead the day-to-day operation coach the team and make sure quality keeps pace with scale. This role is equal parts people leadership and operational ownership. You'll manage a distributed team help people make better decisions independently and improve the systems and processes that support the work. A lot of today's operation is still manual so there are genuine opportunities to simplify workflows and remove recurring problems over time. You'll also work closely with Product Engineering Customer Success and Support teams whenever operational issues need a cross-functional solution or a longer-term fix.

What you'll be doing

day to day Manage coach and develop a distributed Lab Operations team supporting both individual contributors and team leadership as the organization grows Plan team capacity and staffing as order volume increases based on demand trends Own the team's day-to-day operation across lab result review order investigations and proactive issue resolution with labs and customers Make sure SLAs quality standards and productivity targets are consistently met Interface with vendors and ensure good working relationships troubleshoot issues as they come up and set up streamlined processes for day-to-day interaction Step into complex operational issues when the team needs support coordinating with Product Engineering Customer Success and external lab partners where needed Improve SOPs quality standards and team workflows so the operation becomes more consistent and easier to scale Identify recurring operational issues and partner with the Operations Systems & Tooling team on workflow improvements and automation Build a team that can solve problems independently with clear ownership and fewer escalations over time How we measure success SLA attainment across Lab Operations Operational quality and accuracy as order volume grows Fewer escalations requiring support from senior leadership Team engagement development and retention Operational improvements that reduce manual work and recurring issues

What we're looking for

People leadership 5+ years hiring and managing operations teams through growth. You've coached people to become more independent handled performance conversations and built a team that doesn't rely on you for every decision. Operational judgment You've led teams that spend their day solving exception-heavy operational problems rather than simply following scripts. You're comfortable making decisions when situations don't fit neatly into a process. Process improvement You've built or significantly improved SOPs SLAs quality frameworks or operational processes. Distributed team management You've managed people across multiple time zones and know how to build a team rhythm that keeps everyone aligned without constant oversight. Customer and vendor management You've handled direct vendor relationships in business-critical operations and are comfortable being the escalation point for customers. Healthcare or operational experience You've worked in healthcare operations diagnostics logistics or another operational environment where accuracy matters. You don’t need to tick every box to fit in here. If the problems being solved genuinely interest you and you know you can contribute the organization would love to talk.

Nice to have

Experience managing distributed operations teams based in the Philippines Experience in lab operations diagnostics or healthcare logistics Experience partnering with an internal systems or tooling team to automate operational workflows Equity (extended exercise post 2 years of employment) Company and team offsites Monthly learning budget for personal development and productivity Monthly wellness budget Flexible remote-first working - including for home office equipment Coworking budget 36 days paid time off (including bank holidays) Premium healthcare coverage Monthly contribution to pension/401k Yearly blood test Enhanced parental foster and adoption leave The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.