Technical Design Manager - Client Services

LabConnect; Johnson City (TN); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Base pay + 401k match

Health benefits

PTO + holidays + volunteering day

Disability & life insurance

Inclusive culture

Job summary

LabConnect is seeking a Technical Design Manager to independently lead complex technical and operational design initiatives that enable scalable service delivery. You may act as an Operational Setup Advisor, technical advisor, or mentor teams across Client Services.

You will influence cross-functional groups, develop SOPs and training materials, and drive continuous improvement to improve quality and client experience.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• 7+ years in technical operations, project implementation or process improvement.
• Experience leading cross-functional initiatives and stakeholder influence.
• Experience in clinical research, laboratory services, healthcare, or regulated environments.
• Continuous improvement certifications (Lean, Six Sigma, PMP) preferred.

Responsibilities

• Lead design and implementation of complex operational and technical workflows.
• Evaluate programs, define readiness requirements, and propose scalable solutions.
• Identify and improve processes to boost quality, productivity, and client experience.
• Create process maps, SOPs, training materials, and operational docs.
• Collaborate with stakeholders to translate business needs into designs.
• Lead root-cause analysis and implement corrective actions.
• Support onboarding programs and knowledge transfer across teams.
• Provide coaching and technical guidance without direct people management.
• Act as SME in project planning, readiness reviews, and continuous improvement.
• Monitor measures and performance trends; recommend actions to improve operations.

Skills

Process design

Independent work

Communication

Mentoring

Training & onboarding

Documentation

Stakeholder management

Analytical thinking

Education

Bachelor’s degree in Business, Life Sciences, Engineering, IS, PM, Operations

7+ years in technical operations or related fields

Lean, Six Sigma, PMP or similar certification

Clinical research or regulated environment experience

Tools

Microsoft 365

Project collaboration tools

Job description

Overview

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

LabConnect improves lives by partnering with pharmaceutical and biotech companies, and clinical research organizations (CROs) to accelerate the development of new medicines around the world.

Job Summary

The Technical Design Manager is a specialist responsible for independently leading complex technical and operational design initiatives that support scalable service delivery and organizational effectiveness. The role may serve as an Operational Setup Advisor, Technical advisor, lead process improvement initiatives, or provide a blended focus on onboarding, training, and mentoring. The Technical Design Manager provides subject matter expertise, influences cross-functional teams, and supports continuous improvement across Client Services.

Essential Duties And Responsibilities

• Lead the design and implementation of complex operational and technical workflows that support business and client requirements.
• Serve as an Operational Setup Advisor or Technical Advisor by evaluating new programs, defining operational readiness requirements, and recommending scalable solutions.
• Identify, analyze, and improve processes to enhance quality, consistency, productivity, and client experience.
• Develop and maintain process maps, work instructions, standard operating procedures, training materials, and operational documentation.
• Partner with cross-functional stakeholders to translate business needs into practical operational designs and implementation strategies.
• Lead root-cause analysis activities and implement corrective and preventive actions for recurring operational and quality issues.
• Support onboarding programs and facilitate knowledge transfer across teams and functions.
• Provide coaching, mentoring, and technical guidance to team members without direct people-management responsibility.
• Act as a subject matter expert during project planning, operational readiness reviews, and continuous improvement initiatives.
• Establish measures, monitor performance trends, and recommend actions to improve operational effectiveness.
• May lead project workstreams or coordinate small teams in support of departmental objectives.
• Assist in the development, review, or provide technical oversight for Operational Specification Documents, customized test requisitions, laboratory manuals, collection-kit specifications, and other project-specific operational materials.
• Serve as a technical and operational design expert in internal and external discussions, including interactions with Sponsors and Contract Research Organizations, as applicable.
• Provide technical and operational design input for new processes, system developments, and organizational changes affecting service delivery.
• Participate as a subject-matter expert in candidate interviews and selection activities, as requested.
• Perform other related duties and tasks as assigned.

Education And Experience

• Required: Bachelor’s degree in Business, Life Sciences, Engineering, Information Systems, Project Management, Operations, or a related discipline; equivalent experience may be considered.
• Required: 7+ years of progressive experience in technical operations, project implementation, process improvement, operational readiness, or a related function.
• Required: Demonstrated experience leading complex cross-functional initiatives and influencing stakeholders.
• Required: Experience within clinical research, laboratory services, healthcare, technology, or another regulated environment.
• Five or more years of experience in project initiation, clinical-trial setup, central laboratory operations, or a comparable technical design function.
• Preferred: Lean, Six Sigma, PMP, or another relevant continuous improvement or project management certification.
• Preferred: Medical technology certification, licensure, or laboratory bench experience relevant to the assigned area.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Clinical Research, Central Lab, and/or Project Management experience outside of LabConnect will be considered.

Skills And Ability

• Required: Strong process design, workflow optimization, and operational problem-solving capabilities.
• Required: Ability to work independently and prioritize competing demands.
• Required: Excellent communication, facilitation, stakeholder management, and mentoring skills.
• Required: Experience creating and delivering onboarding, training, and knowledge-transfer programs.
• Required: Analytical mindset with the ability to interpret information and support evidence-based decisions.
• Required: Ability to create clear technical documentation, procedures, training materials, and business communications.
• Required: Ability to present technical and operational information effectively to internal and external stakeholders.
• Preferred: Client relationship management experience in a clinical research, central laboratory, healthcare, or regulated-service environment.
• Preferred: Experience with process mapping, quality systems, and continuous improvement methodologies.
• Preferred: Advanced proficiency with Microsoft 365 tools and project collaboration platforms.

Supervisory Responsibilities:

None

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Prolonged use of computer and headphones for conference calls.
• Communicate effectively via phone, video, and email.
• Use hands and fingers to operate a computer and other office equipment.

Travel Requirements:

Minimal

One Global Team

At LabConnect, we are proud to be one global team: united by our shared mission to advance clinical trials through innovation, agility, and collaboration. We believe that our people are our greatest asset, and we are committed to fostering a workplace that reflects our core values: People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

LabConnect is an Equal Opportunity Employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), creed, national origin, age, disability, genetic information, veteran status, or any other legally protected status. We are committed to cultivating a workplace that is safe, equitable, and respectful for all. Together, as one global team, we strive to ensure that every individual has the opportunity to thrive and contribute to our shared success.

LabConnect is an Equal Employment Opportunity Employer and value the diversity of our workforce. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. To learn more about equal employment opportunity, please view the posters here: https://www.dol.gov/agencies/whd/posters

LabConnect also prioritizes the privacy and security of your personal data. All candidate information is handled in accordance with General Data Protection Regulation (GDPR). To learn more, please review our Privacy Notice on our website, by navigating to https://www.labconnect.com/.

Some of the Perks our LabConnectors Love:

• Financial Security (Base Pay, 401k Match and Possible Annual Bonus Eligibility)
• Health Benefits beginning on date of hire
• PTO plan, plus 11 Paid Company Holidays, and 1 Day to Volunteer in your community
• Short and Long-Term Disability, Life Insurance, and AD&DD
• We celebrate our differences, which enriches our culture!

In addition to great perks and challenging work assignments, we invest in our people with career growth opportunities, globally. We believe in a friendly and collaborative environment with open lines of communication. While living out our values of People First, Quality Focused, Customer Centered, Technology Driven, and Accountability Always.

We are proud to be an Equal Employment Opportunity Employer and value the diversity of our workforce. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other protected characteristic.

LabConnect also prioritizes the privacy and security of your personal data. All candidate information is handled in accordance with General Data Protection Regulation (GDPR). To learn more, please review our Privacy Notice on our website, by navigating to https://www.labconnect.com/.