Manager - Client Operations

Job Functions, Duties, Responsibilities And Position QualificationsWe're not just a workplace - we're a Great Place to Work certified employer!Proudly certified as a Great Place to Work, we are dedicated to creating a supportive and inclusive environment. At Sonic Healthcare USA, we emphasize teamwork and innovation. Check out our job openings and advance your career with a company that values its team members!You are made of leadership material. You have proven people skills, an eye for the big picture, and the drive to succeed. You’re also looking for great benefits, the support of an all-star team, and an opportunity to grow your career.Join our team of #HealthcareHeroes! Our mission is to advance the health and wellbeing of our communities as a leader in clinical laboratory solutions. Quality is in our DNA -- is it in yours?This opportunity is full-time during first shift and will require travel.In This Role, You WillClient Relationship ManagementServe as the primary operational liaison for assigned clients post-implementationBuild and maintain strong, professional relationships with key client stakeholdersConduct regular check-ins to assess satisfaction, identify concerns, and proactively address needsCross-Functional CollaborationPartner closely with Sales where appropriate to ensure smooth handoff post-contract executionMaintain clear role boundaries: Sales owns growth and new business; this role owns service and retentionCollaborate with Compliance, Sales, HR, and other functions as needed to support operational executionPerformance Monitoring & ReportingTrack and manage key performance indicators (e.g., turnaround times, service levels, client satisfaction)Provide regular updates to leadership on account health, risks, and opportunities for improvementIdentify trends and recommend operational enhancementsIssue Resolution & Escalation ManagementLead resolution of client concerns, coordinating cross-functional teams as neededEscalate systemic issues appropriately and drive timely closureCommunicate clearly and consistently with clients throughout resolution processesService Delivery & Operational OversightEnsure services are delivered in accordance with company standards and client expectationsPartner with internal operations teams (lab, logistics, phlebotomy, etc.) to ensure seamless executionMonitor service performance and drive continuous improvementAll You Need IsBachelor’s degree or equivalent experience required5+ years of experience in healthcare operations, client relations, or service delivery rolesDemonstrated ability to manage external relationships in a non-sales capacityStrong problem-solving, communication, and organizational skillsAbility to influence without direct authority and navigate cross-functional environmentsWe’ll Give YouAppreciation for your workA feeling of satisfaction that you’ve helped peopleOpportunity to grow within the organizationFree lab services for you and your eligible dependentsWork-life balance, including Paid Time Off and Paid HolidaysCompetitive benefits including medical, dental, and vision insuranceHelp saving for retirement, with a 401(k) that includes a generous company matchA sense of belonging – we are a community!We Also Want You To KnowThis role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards. Employees are expected only to access PHI when it is required to fulfill job duties.Scheduled Weekly Hours40Work ShiftJob Category:Laboratory OperationsCompanyClinical Pathology Laboratories, Inc.Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.