Responsibilities
- 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 we have 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 our 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
Benefits
- Equity (extended exercise post 2 years of employment)
- Company and team offsites
- Monthly learning budget of $150 for personal development and productivity
- $100 monthly wellness budget
- Flexible, remote-first working - including $1K for home office equipment
- Coworking budget
- 36 days paid time off (including bank holidays)
- Premium healthcare coverage
- 4% monthly contribution to pension/401k
- Yearly blood test on us
- Enhanced parental, foster, and adoption leave
Compensation
$125,000 - $175,000
Work Arrangement
Remote (Worldwide)
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
Important details before applying
- We only hire folks physically based in GMT and EST timezones - more information here
- We do not sponsor visas right now given our stage
Other
- Fully remote (US-based, EST timezone required)
- Salary: $125,000 - $175,000
- We only hire folks physically based in GMT and EST timezones
- We do not sponsor visas right now given our stage
We do not sponsor visas right now given our stage
