- Own the operational execution of new customer test kit launches, ensuring milestones are tracked, dependencies are managed, and programs are ready for successful go-live
- Coordinate directly with customers to manage launch activities, follow up on open items, and ensure operational requirements are completed on time
- Partner with laboratory providers, fulfillment partners, and internal teams to coordinate workflows and keep launches moving
- Own post-launch monitoring of test kit programs, tracking operational performance and identifying opportunities or issues early
- Monitor key metrics across inventory availability, fulfillment accuracy, shipping timelines, sample processing, turnaround times, and customer experience
- Investigate operational issues, identify root causes, and work with laboratory and 3PL partners to drive resolution
- Maintain operational dashboards, trackers, and reporting to provide visibility into program health and performance
- Identify recurring issues and help implement process improvements
- Build strong working relationships with customers, laboratory partners, and fulfillment providers
- Document workflows, processes, and best practices
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