Program Manager, Business Operations, QT Customer Success

Job description

_QualTex Laboratories is an FDA-registered and CLIA-certified organization that provides state-of-the-art, high volume capacity donor screening and biological testing services.

It is one of the largest independent, nonprofit testing laboratories in the United States and has locations in San Antonio and Atlanta_

Job Title: Program Manager, Business Operations, QT Customer Success

Revision: 0002

Job Code: 701630

Shift: Monday-Friday, 9am-5pm, flexible to support business operations as needed

FLSA: Exempt

Hybrid?

Y

Dept.: Customer Success

Business Unit: QualTex-SA

CPF Level: P4

**General Summary**

As a Program Manager at Qualtex you will be leading operational efficiency of our business processes to deliver exceptional customer experiences, protect and grow revenue, and enhance productivity.

You will oversee a variety of programs designed to improve operational processes and reduce costs.

Your expertise will guide the

development and implementation of strategic initiatives that align with our company’s goals of providing superior customer service and maintaining operational excellence.

In this role, you will be responsible for all business and operational objectives of the Customer Success Management team.

You’ll drive the creation and execution of strategies to achieve business goals and collaborate across your team to explore innovative ways to identify and optimize growth levers and elevate customer experience.

Commit to and abide by the character of BioBridge Global’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE).

Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (internal or external, including donors for select positions) through multiple feedback channels in order to resolve issues and drive satisfaction in accordance with the BBG customer engagement, feedback, and complaint processes.

It is essential that the incumbent have a valid driver's license and be at least 18 years old with a good driving record to meet organization driving standards.

**Major Duties and Responsibilities**

Essential Tasks

Lead and manage business operations projects from inception to completion, ensuring they align with overall company objectives and customer success metrics.

Collaborate with cross-functional teams to identify areas for process improvement, streamline operations, and enhance customer satisfaction.

Develop and monitor key performance indicators (KPIs) to measure the effectiveness of operational processes and identify opportunities for improvement.

Implement change management strategies to encourage adoption of new processes and technologies across the organization.

Drive initiatives that contribute to long-term operational excellence, including cost reduction and revenue protection strategies.

Facilitate communication between customer success and other departments to ensure alignment and promote a seamless customer experience.

Provide leadership and guidance to project teams, fostering an environment of accountability and continuous improvement.

Monitor Customer satisfaction survey results and investigate both positive and negative feedback trends.

Establish improvement plans and manage expectations with Customer Success Managers as appropriate.

Use Customer feedback, market insights, and internal data to contribute to the development of features and programs that accelerate Customer growth and improve their experience working with QualTex Labs.

Spot areas of unnecessary process or inefficiencies and work to remove blockers for Customer Success Managers.

Identify, optimize, and scale improvements that can benefit a large set of Customers, e.g. driving efficiencies through tools and processes, simplifying SOPs, etc., working across multiple organizations.

Comfort with a work schedule that can be dynamic, including weekend training and holiday support.

Performs other duties as assigned.

Performs other duties as assigned.

**Education**

Requires a high school diploma or general equivalency diploma.

Prefer a Bachelor’s Degree from an accredited college or university.

Licenses and/or Certifications

Valid United States Driver’s License

US Passport preferred

ITIL/PMO preferred

**Experience**

Requires five or more years of Business Operations Program Management, Account Management, Management Consulting and/or relevant experience in negotiating, nurturing, and growing customer relationships.

Requires experience in managing organizational change, including the ability to plan, communicate, and implement changes across the organization while minimizing disruption and resistance.

Requires demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.

Requires proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.

Requires proven track record of delivering results through a team.

Prefer Salesforce or relevant CRM experience.

**Knowledge**

Must obtain a working knowledge of clinical laboratory techniques.

Must maintain current knowledge of regulatory/quality requirements (national and international, i.e., FDA, EU, GHM, ISO, OSHA & cGMP) and perform within all Standard Operating Procedures (SOPs) and policies.

Must acquire knowledge of all existing QualTex Laboratories client accounts.

Must recognize and facilitate resolution of unusual results or difficulties encountered in all phases of laboratory testing.

Must obtain a working knowledge of regulatory/quality requirements and perform within all Standard Operating Procedures (SOPs) and policies.

Must be able to correctly interpret test results.

**Skills**

Must have the skills to set and track key performance indicators (KPIs) to measure and improve customer success outcomes

Must possess the skill of performance management, including setting expectations, monitoring progress, and delivering constructive feedback to team members.

Must possess the skill of utilizing data to inform decisions and enhance operational results.

Must have proven experience as a Program Manager or similar role with a focus on business operations and customer success.

Must have excellent written and oral communication skills.

Must be able to managing negotiations that may have significant implications on the organization’s success.

Must be able to recognize one’s own emotions and those of others to improve interaction and manage

relationships effectively.

Must be capable of operating motor vehicles in all types of weather conditions.

Must have excellent communication and interpersonal capable of working effectively with cross-functional teams

Must have strong analytical skills with the ability to oversee multiple projects and solve complex operational issues.

**Abilities**

Must be able to develop team members through guidance, feedback, and developmental opportunities.

Must be able to keep information confidential.

Must be able to work well independently and as a team member as well as lead organizational team activities.

Must be neat in appearance and well groomed.

Must be professional, detail oriented, self-motivated, innovative, creative, assertive, organized, communicative, and have the ability to work independently.

Must have analytical problem-solving ability; using data analysis, reporting, and forecasting to guide business decisions.

Must have the ability to develop long-term plans to ensure customer success aligns with the company's goals.

Must have the ability to motivate staff, delegate tasks effectively, and manage team dynamics to achieve high performance.

Must possess the skill of performance management, including setting expectations, monitoring progress, and delivering constructive feedback to team members.

**Working Environment**

Works in well-lighted, air-conditioned and heated office environments, but may work in confined spaces and non- climate controlled conditions.

May be exposed to electrical and chemical hazards and other conditions common to an office environment.

Will be required to work at any time of the day, evening or night during the week or weekend to include being on-call.

Requiring 24/7 on-call to support client and business needs.

Occasional out of town and overnight stays required.

Ability to use personal motor vehicle for company business required.

Occupational Exposure Assignment - Category II

10% Travel

Physical Requirements

Must be able to drive on behalf of the organization.

Will sit, stand, walk, and bend during working hours.

Required to lift and carry relatively light materials.

Requires normal or corrected vision and hearing corrected to a normal range.

Requires manual and finger dexterity and eye-hand coordination.

We invest in our people by offering competitive compensation, excellent benefits, and the opportunity to work with the first blood center in America to receive the ISO 9002 accreditation!

**All Full Time Positions Qualify for an Affordable and Competitive Benefits Package to include:**

• Competitive salary

• 100% Employer Paid Life Insurance

• 401(k) with Employer Contribution

• 100% Employer Paid Long-term Disability Plan

• Paid Time Off (PTO)

• 100% Employer Paid AD&D

• Extended Illness Benefits (EIB)

• 100% Employer Paid Employee Assistance Program

• Shift Differentials

• Group Health Medical Plan with prescription coverage

• Paid Holidays

• Variety of Voluntary Supplemental Insurances

• Incentive Compensation Plan

• Voluntary Dental Coverage

• Educational Assistance Program

• Voluntary Vision

QualTex Laboratories, a subsidiary of BioBridge Global, is proud to be an Equal Opportunity Employer committed to providing employment opportunities.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

For more information about your EEO rights as an applicant under the law, please click here .

QualTex Laboratories maintains a Tobacco & Drug-Free Workplace.

Required Skill Profession

Other General