Operations Manager

Averhealth; Allentown (Lehigh County); On-site; USD 60,000 - 65,000; Full time

Job summary

Averhealth is seeking an Operations Manager to oversee service delivery and performance across patient care centers. The role emphasizes internal operations, SOP compliance, and resolving field issues to support site staff and meet service commitments.

You will monitor PCC operations, coordinate scheduling and inventory, and conduct regular check-ins. Travel to sites is required; collaboration with cross-functional teams ensures consistency and proactive service delivery.

Qualifications

• In-depth understanding of drug testing protocols and operational workflows.
• Strong problem-solving and decision-making ability in a fast-paced environment.
• Familiarity with performance metrics and operational KPIs.
• Excellent organizational skills and ability to manage competing priorities.
• Comfortable using support platforms like CRM or Freshdesk.

Responsibilities

• PCC Oversight & Performance: Monitor daily operations, ensure testing is completed on time, support site scheduling and inventory, conduct regular check-ins, monitor volume trends, alert upper management to changes, conduct staff performance reviews.
• Issue Resolution & Escalations: Troubleshoot site-level problems, act as first escalation point, partner with Customer Service on field issues.
• Execution of Tiered Service Model: Prioritize workload by customer tier, ensure Tier 1 high-touch support, maintain baseline service quality.
• Operational Consistency & Compliance: Ensure SOPs and safety standards, identify trends, provide coaching, conduct monthly audits.
• Systems & Documentation: Use CRM, Freshdesk to manage workflows, track resolutions, reduce backlog, suggest SOP/tool updates.
• Collaboration Across Support Teams: Work with Training, Logistics, Compliance and other departments to ensure cohesive service delivery.

Skills

PCC Oversight

Problem-solving

KPIs & metrics

Organization & prioritization

CRM Freshdesk

Tools

CRM

Freshdesk

Job description

Operations Manager# Operations ManagerHot JobAllentown PA - Allentown, PA 18101; Easton PA - Easton, PA 18042## OverviewSalary Range$60,000.00 - $65,000.00 Salary/yearJob ShiftDayEducation LevelNot SpecifiedTravel PercentageRoad Warrior## Operations ManagerThe Operations Manager is responsible for overseeing service delivery, performance, and execution across assigned Patient Care Centers (PCCs). This role focuses on internal operations: ensuring compliance with protocols, resolving field-level issues, supporting site staff, and executing service commitments based on customer tier level. The role was created to streamline field execution and improve operational consistency across the organization.**Position in the Org Structure:*** Reports to the Regional Manager* Works closely with Account Managers, Customer Service, and Internal departments (Training, IT, and other support teams)**Key Responsibilities:*** **PCC Oversight & Performance** + Monitor daily operations to ensure testing is completed accurately and on time + Support site scheduling, staffing, inventory management, and process adherence + Conduct regular check-ins with PCCs to reinforce expectations and ensure SOP compliance + Monitor testing volume trends across assigned PCCs to ensure staffing and scheduling align with demand + Notify upper management of significant increases or decreases in volume that may impact staffing, logistics, or service levels + Conduct training or retraining as neededConduct performance reviews for assigned staff* **Issue Resolution & Escalations** + Troubleshoot site-level problems such as missed pickups, supply shortages, or equipment failures + Act as the first escalation point for PCCs when they encounter operational barriers + Partner with Customer Service when field issues impact ticket resolution or service delays* **Execution of Tiered Service Model** + Prioritize workload and responsiveness based on customer tier (e.g., Tier 1 co-located sites vs. Tier 3 virtual sites) + Ensure Tier 1 accounts receive high-touch, proactive support and daily review + Maintain baseline service quality and timely response for all customers, regardless of tier* **Operational Consistency & Compliance** + Ensure sites are operating in line with internal protocols, safety standards, and chain of custody requirements + Identify trends or repeated failures and implement corrective actions + Provide coaching and support to improve PCC performance and operational reliability + Conduct or oversee monthly audits for each location* **Systems & Documentation** + Utilize CRM, Freshdesk, and other tools to manage workflows, track resolution times, and document site needs + Maintain visibility into ticket volumes and coordinate internal follow-ups to reduce backlog + Capture process gaps and recommend updates to SOPs or tools based on field activity* **Collaboration Across Support Teams** + Work closely with Training, Logistics, Compliance, and other departments to ensure cohesive service delivery + Communicate clearly across functions when PCC needs impact broader operations + Provide feedback loops to internal teams based on site-level performance trends**Travel Requirement*** This is a field-based office role; not remote* Requires at least 75% travel to assigned locations, including weekly visits to assigned PCCs and co-located locations.* Responsibilities include conducting audits, providing on-site operational support, coaching site staff, and resolving issues in person## Qualifications**Ideal Skills & Experience:*** In-depth understanding of drug testing protocols and operational workflows* Strong problem-solving and decision-making ability in a fast-paced environment* Familiarity with performance metrics and operational KPIs* Excellent organizational skills and ability to manage competing priorities* Comfortable using support platforms like CRM or Freshdesk* Field operations experience strongly preferred**Primary Goal:**Deliver consistent, compliant, and efficient service across all assigned PCCs by owning the operational side of customer delivery, resolving issues quickly, supporting site teams, and driving process consistency that aligns with our centralized service strategy.The responsibilities outlined herein are representative of the role but not all-inclusive. Employees in this position will be required to perform additional duties as assigned or necessary to meet the needs of the organization.