Job Description

The Operations Manager serves as the primary point of contact for internal and external stakeholders for all service-related inquiries and escalations. They act as the operational expert, guiding their team to deliver honest, reliable services with transparency and clarity. Responsibilities include managing direct reports, updating SOPs, overseeing team metrics, supporting customer onboarding, and creating reports.

Responsibilities

• Daily point of contact with internal and external stakeholders for service inquiries and escalations
• Hiring, training, and developing coordinator teams
• Managing workload, quality, and adherence to SLA for direct reports
• Owning and updating SOPs (internal and customer provided)
• Maintaining Business Rules
• Providing team metrics oversight and ensuring operational effectiveness
• Supporting customer onboarding and identifying change management/improvement areas
• Periodic overtime to support business needs
• Creating, maintaining, and reviewing reports and procedures for accuracy and timeliness

Requirements

• 3+ years' experience in pharmaceutical/biotech or third-party agency supporting HCP events
• Strong working knowledge of Microsoft Excel and Word, PowerPoint experience a plus
• Excellent analytical skills, self-starter with good judgment and integrity
• Strong team management skills
• Excellent verbal and written communication skills
• Strong conflict resolution ability
• Strong organizational and planning skills with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently with competent decision-making skills
• Good judgment and discretion with confidentiality
• Located in the Pacific timezone

Benefits

• No benefits