AVP/VP, Service and Business Operations

Confidential; United States; Remote; USD 190,000 - 300,000; Full time

Job summary

A leading healthcare organization seeks a strategic AVP or VP of Service and Business Operations to enhance operational excellence in diagnostics. This role involves managing client services, logistics, and digital transformation while ensuring high levels of customer satisfaction. Ideal candidates will have extensive experience in healthcare operations and a commitment to operational rigor.

Qualifications

• 10+ years of progressive leadership experience in business operations or logistics.
• Demonstrated success in managing cross-functional operations.
• Experience in Revenue Cycle Management (RCM) is a plus.

Responsibilities

• Lead day-to-day management of Client Services and Project Operations.
• Define and track KPIs for service efficiency.
• Drive digital transformation initiatives across service operations.

Skills

Healthcare diagnostics operations

Operational excellence

Customer satisfaction

Service delivery

Logistics management

Digital transformation

Data-driven operations management

Education

Bachelor’s degree in Business Administration, Operations Management, or Healthcare Administration

Master’s degree (MBA, MHA, or related)

Tools

CRM systems

ERP

Data analytics platforms

Job description

Our company is seeking a strategic and execution focused AVP or VP of Service and Business Operations to lead and scale our critical service functions of Client Services, Kit Logistics and Sample Management (including shipping, tracking, and fulfillment), Test Ordering, Genetic Counseling, and Phlebotomy service operations. This leader will be responsible for delivering a seamless customer experience across the entire diagnostic journey—from test kit ordering and sample logistics to client communications and issue resolution. The ideal candidate brings deep experience in healthcare diagnostics operations, a strong understanding of digital transformation, and a relentless commitment to operational excellence and customer satisfaction.

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

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.
• 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.
• 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.

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

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management, Administrative, and Management

• Industries

  Biotechnology Research and Hospitals and Health Care

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