Executive Director, Patient Services, Retail Operations, & Network Performance

Labcorp; New Jersey; Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Paid Time Off

Job summary

Labcorp is seeking an Executive Director to lead Patient Services & Retail Operations across the U.S. and Canada, reporting to the SVP, Global Supply Chain. This role drives strategy, performance, transformation, and patient access initiatives for a large, geographically distributed network.

The candidate will lead cross-functional teams, partner with IT and Finance, and oversee regulatory and risk management to deliver improved patient experiences and enterprise growth.

Qualifications

• Bachelor’s degree required.
• 10+ years leading multi-site operations in retail, healthcare, or large distributed environments.
• 3+ years as a senior leader responsible for enterprise-wide initiatives and influencing outcomes across functions.
• 5+ years improving customer/patient experience through operational excellence and performance management.
• 5+ years using data, analytics, KPIs, dashboards, and reporting to drive decisions.
• 8+ years leading complex cross-functional initiatives across operations, technology, finance, marketing, HR, and other functions.
• 5+ years leading geographically distributed operations with network-wide accountability.
• 5+ years driving enterprise initiatives through influence and partnership.

Responsibilities

• Set and execute the long-term strategy for Patient Services and Retail Operations.
• Lead enterprise transformation initiatives to enhance scalability, access, and customer experience.
• Oversee governance, standards, and best practices across the network.
• Lead continuous improvement for workflow, productivity, quality, and patient satisfaction.
• Oversee M&A integration activities and cross-functional alignment.
• Own Patient Services technology strategy and roadmap; partner with IT for digital capabilities.
• Develop business cases and investments; partner with Finance to improve productivity.
• Champion a customer-centric culture across channels and improve end-to-end patient journey.
• Collaborate with functions to advance strategic priorities and transformation initiatives.
• Ensure regulatory compliance, risk management, and audit readiness.
• Recruit, mentor, and lead high-performing leaders; drive change adoption.

Education

Bachelor’s degree

Master’s degree

10+ years leading multi-site operations

Senior leader with enterprise initiatives

Customer/patient experience improvement

Data, analytics, KPIs, dashboards

Cross-functional leadership across functions

Geographically distributed operations leadership

Influence-driven change leadership

Global or multi-site vision & strategy

Job description

Labcorp is a global leader in laboratory services, providing the insights and answers that help healthcare providers, patients, researchers, pharmaceutical companies and health systems make confident decisions and improve outcomes. Through our unparalleled science, data, technology and laboratory network, we advance diagnostics, accelerate innovation and help address some of the world’s most important health challenges. As we shape the future of healthcare, we are leveraging advanced technologies, intelligent digital solutions and data-driven innovation across our operations to enhance how work gets done and deliver greater value to customers and patients. With our global scale and deep expertise, you’ll have the opportunity to do meaningful work, grow your career and make a real impact on people’s health around the world. Together, we’re improving health and improving lives.

Executive Director, Patient Services & Retail Operations

Burlington, NC -Hybrid work -3 days a week working in our Burlington office and 2 days a week remotely.

Labcorp is seeking an Executive Director, Patient Services & Retail Operations to lead the strategy, performance, and transformation of one of the organization’s most critical patient‑facing functions. Reporting to the SVP, Global Supply Chain, this leader sets the long‑term vision and operating strategy for Labcorp’s Patient Services network across the United States and Canada, including phlebotomy operations, retail service locations, patient access capabilities, and related enterprise support functions.

As a key member of the Supply Chain Operations leadership team, the Executive Director drives initiatives that expand patient access, elevate customer experience, strengthen operational performance, and support sustainable business growth. The role leads large‑scale transformation efforts involving people, processes, technology, analytics, facilities, and operating models while ensuring alignment with enterprise priorities and regulatory requirements.

This leader partners closely with Operations, Commercial, Finance, IT, Quality, Marketing, Real Estate & Facilities, Science & Technology, Procurement, and Operational Analytics to advance strategic priorities and improve business outcomes. The Executive Director also serves as the primary operations representative for diagnostic network expansion, patient service innovation, and merger and acquisition integration.

Success in this role requires deep healthcare or retail operations expertise, strong enterprise leadership capabilities, and a passion for improving patient experiences. The ideal candidate excels at leading through influence, building high‑performing teams, and executing complex initiatives across a large, geographically dispersed network.

Job Responsibilities

Strategic Leadership

• Set and execute the long‑term strategy for Patient Services and Retail Operations.

• Lead enterprise transformation initiatives that enhance scalability, access, and customer experience.

• Identify and implement innovative service models and market expansion opportunities.

Operational Excellence

• Establish governance frameworks, operating standards, and best practices across the network.

• Lead continuous improvement efforts focused on workflow optimization, productivity, quality, and patient satisfaction.

• Oversee operational integration activities, including M&A evaluations and implementations.

Performance Management & Insights

• Govern enterprise KPIs, scorecards, and reporting frameworks.

• Use analytics and market intelligence to identify opportunities and address performance gaps.

• Lead capacity planning, workforce optimization, and network performance analysis.

Technology & Digital Enablement

• Serve as the executive owner for Patient Services technology strategy and roadmap.

• Partner with IT to define requirements, prioritize enhancements, and implement digital and AI‑enabled capabilities.

• Ensure organizational readiness and adoption of technology investments.

Financial & Resource Optimization

• Develop business cases and investment analysis for growth and operational improvements.

• Partner with Finance to improve productivity, resource utilization, and revenue performance.

• Monitor financial results, identify risks, and implement corrective actions.

Customer & Patient Experience

• Champion a customer‑centric culture across all service channels.

• Establish strategies and measures that improve satisfaction, accessibility, loyalty, and service quality.

• Collaborate with cross‑functional teams to enhance the end‑to‑end patient journey.

Enterprise Collaboration & Stakeholder Leadership

• Build strategic partnerships across key corporate functions.

• Align diverse stakeholders around shared priorities and transformation initiatives.

• Represent operations in patient service innovation, network expansion, and M&A activities.

Regulatory Compliance & Risk Management

• Ensure compliance with regulatory, accreditation, and corporate governance requirements.

• Maintain oversight of risk management, audit readiness, and business continuity.

• Partner with Quality, Compliance, Legal, and Regulatory Affairs to mitigate risks.

Talent & Organizational Leadership

• Recruit, develop, and mentor high‑performing leaders.

• Strengthen organizational capabilities, succession planning, and leadership pipelines.

• Lead teams through change and drive adoption of new processes, technologies, and operating models.

Minimum Qualifications

• Bachelor’s degree

• 10 years or more of experience leading multi‑site operations in retail, healthcare, consumer services, or other large‑scale distributed service environments.

• 3 years or more of experience as a senior leader responsible for enterprise‑wide initiatives and influencing strategic outcomes across multiple business functions.

• 5 years or more of experience improving customer, patient, or consumer experience through operational excellence, process improvement, service delivery optimization, and performance management.

• 5 years or more of experience utilizing data, analytics, KPIs, dashboards, and performance reporting to drive operational decision‑making and measurable business results.

• 8 years or more of experience leading complex cross‑functional initiatives involving operations, technology, finance, marketing, human resources, and other corporate functions.

• 5 years or more of experience leading geographically distributed operations and influencing performance across a network of locations, teams, and stakeholders.

• 5 years or more of experience driving enterprise initiatives and operational improvements through influence and partnership rather than direct operational ownership.

• 3 years or more of experience defining the vision, strategy, and priorities for a global or geographically dispersed business unit with 50 or more sites.

Preferred Qualifications:

• Master’s degree

• 5 years or more of experience within healthcare, diagnostics, laboratory services, ambulatory care, pharmacy, urgent care, retail healthcare, or other consumer‑facing healthcare environments.

• 5 years or more experience designing and implementing performance management frameworks, operating scorecards, dashboards, governance processes, and metrics‑driven accountability systems.

• 5 years or more experience managing, optimizing, or transforming large‑scale location networks with accountability for customer experience, workforce productivity, service capacity, and operational performance.

• 5 years or more experience applying continuous improvement and operational excellence methodologies such as Lean, Six Sigma, ISO, or similar frameworks.

• 5 years or more experience partnering with technology and digital teams to define business requirements, prioritize capabilities, and implement scalable technology solutions.

• 5 years or more experience translating enterprise objectives into actionable plans that drive measurable business outcomes across patient services and retail operations.

• 3 years or more of experience preparing and presenting to C‑suite leadership in a large healthcare, retail, or other consumer‑facing industry.

Additional Job Standards

• Strong financial and business acumen, including experience evaluating business performance, developing business cases, managing departmental budgets, assessing investment opportunities, and prioritizing resources.

• Customer‑Centric Mindset that includes a passion for delivering exceptional patient and customer experiences through service excellence, operational discipline, and continuous improvement.

• Up to 25-50% travel (domestic and international) may be required.

Benefits:

Employees regularly scheduled to work 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(k), Paid Time Off (PTO) or Flexible Time Off (FTO), Tuition Reimbursement and Employee Stock Purchase Plan. Employees regularly scheduled to work less than 20 hours, Casual, Intern, and Temporary employees are only eligible to participate in the 401(k) Plan. Employees who are regularly scheduled toworka 7 on/7 off schedule are eligible to receive all the foregoing benefits except PTO or FTO. For more detailed information, please click here.

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law.

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