Responsibilities

The Lab Support Coordinator (LSC) Manager is responsible for leading and optimizing laboratory support services across assigned sites or buildings. This role ensures the seamless coordination of lab operations by overseeing LSC staff, driving service excellence, and maintaining strong customer partnerships.
The LSC Manager serves as the primary escalation point and Subject Matter Expert (SME) for lab support services, ensuring high levels of safety, compliance, and customer satisfaction. This position combines operational oversight, team leadership, and strategic improvement initiatives, including procurement efficiencies and cost savings opportunities.

Responsibilities

Leadership & Team Management

• Lead, mentor, and develop a team of Lab Support Coordinators and support staff
• Conduct hiring, onboarding, training, and performance management (including disciplinary actions as needed)
• Facilitate regular team meetings, one-on-ones, and performance evaluations
• Partner with the Service Manager to drive talent development, workforce planning, and succession planning
• Ensure appropriate staffing levels, cross-training, and effective deployment of team resources

Customer & Stakeholder Engagement

• Serve as primary point of contact for customer leadership regarding lab support services
• Interface with key customer stakeholders to ensure KPIs are achieved and customer satisfaction remains high
• Meet regularly with lab staff, service providers, and management to identify, resolve, or escalate issues
• Attend floor/building oversight meetings and maintain strong site presence
• Support business growth by identifying opportunities to expand service offerings

Operational Oversight

• Oversee daily coordination of lab support services including consumables, glassware, PPE, lab coats, and general lab operations
• Ensure effective execution of services such as waste coordination, vendor escorting, cold storage management, and lab organization
• Maintain visibility into service requests and ensure timely communication and resolution
• Ensure LSCs provide onboarding/orientation support to new lab staff and visitors
• Oversee cold storage contingency processes, including response to equipment failures and coordination of inventory transfers

Safety & Compliance

• Partner with customer safety representatives to maintain a high level of laboratory safety
• Ensure compliance with GLP/GxP, health & safety, environmental, and security standards
• Maintain team training compliance and adherence to all regulatory and company requirements
• Oversee proper handling of hazardous materials and waste in accordance with regulations

Procurement & Cost Management

• Drive procurement best practices across lab support services, including inventory control and vendor management
• Identify and implement cost savings initiatives through process improvements, vendor optimization, and spend analysis
• Ensure efficient use of resources while maintaining service quality

Process Improvement & Documentation

• Lead the development and maintenance of SOPs, work instructions, and documentation
• Drive standardization and consistency in service delivery across locations
• Promote and oversee 5S/lean practices to improve lab organization and efficiency
• Identify continuous improvement opportunities using data and team feedback

Data, Reporting & Performance Management

• Monitor and report on KPIs, service performance, and operational metrics
• Partner with data resources to analyze trends and improve service delivery
• Ensure accurate documentation aligned with Good Documentation Practices (GDP)

Subject Matter Expertise & Governance

• Serve as the Subject Matter Expert (SME) for all LSC-related services and processes
• Participate in internal committees and cross-site initiatives to drive best practices
• Provide guidance, training, and presentations to internal teams and customer stakeholders

Additional Responsibilities

• Facilitate vendor management and ensure service level expectations are met
• Support regional travel requirements as needed
• Ensure safe motor vehicle operation where applicable
• Provide on-call support oversight for critical lab equipment (e.g., cold storage units) as required

Additional Responsibilities

• Serve as the Subject Matter Expert (SME) for all LSC activities
• Partner with customer safety representatives to maintain a high level of laboratory safety and compliance
• Participate in floor/building oversight meetings and maintain regular communication with key stakeholders to proactively address and resolve issues
• Collaborate closely with the Professional Services Manager to drive talent development, workforce planning, and overall business performance
• Identify opportunities for service expansion and support business growth through collaboration with internal and customer stakeholders
• Lead hiring activities including interviewing, selection, and onboarding of new team members
• Address employee performance and disciplinary matters in alignment with company policy
• Develop, implement, and maintain SOPs, work instructions, and supporting documentation to ensure consistent service delivery
• Ensure compliance with all health, safety, environmental, and security policies and procedures
• Maintain readiness for regional travel based on business needs.
• Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time.

Critical Skills:

• Proficient in project management and process optimization. 
• ​Ability to interpret information and transform into visual data.  
• ​Strong analytical and problem-solving abilities. 
• Strong communication skills.
• ​Exceptional interpersonal and coaching skills. 
• ​Experience of working in a compliance-driven environment.  
• ​Experience using Microsoft 365, including Outlook, Teams, Word, Excel and others. 
• ​Experience in effectively communicating with Senior level management.  
• ​Self-motivated and ability to work under pressure to prioritize conflicting deadlines.  
• ​Ability to work collaboratively with international counterparts to achieve global objectives.​ 

Basic Qualifications:

• Bachelor’s degree in a scientific, business, or related field (or equivalent experience)
• 3+ years of experience in a customer-facing scientific or laboratory environment
• Demonstrated leadership experience managing diverse teams
• Strong analytical, problem-solving, and decision-making skills
• Excellent communication and stakeholder management abilities

• Preferred Qualifications:
• Experience working in a research laboratory environment with experience within the pharmaceutical industry is highly preferred.
• Strategic thinking and execution
• Leadership and team development
• Project management experience or certification
• Knowledge of laboratory safety practices.
• Knowledge of 5S and/or 6 sigma principles.

Working Environment:

• Must be able to work in a laboratory, controlled environments requiring personal protective equipment (e.g., lab coat, safety glasses, etc.) in laboratory. 
• Job pace may be fast and job completion demands may be high. 
• Must be able to remain in a stationary position more than 25% of the time 
• The person needs to occasionally move between labs, corridors, adjoining rooms, and buildings onsite Frequently operate on instruments, objects, tools or controls, which will require regularly bending, squatting, stretching and reaching in order to perform in a service function.   
• Occasionally move or lift up to 25 pounds.

The annual compensation range for this full-time position is $80,000 to $100,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.