Lab Operations Manager - Project and Service Operations

The name Sotera Health was inspired by Soteria, the Greek goddess of safety, and reflects the Company’s unwavering commitment to its mission, Safeguarding Global Health®.

Sotera Health Company is a leading global provider of mission-critical sterilization and lab testing and advisory services for the healthcare industry.

With a combined tenure across our businesses of nearly 200 years and our industry recognized scientific and technological expertise, we help to ensure the safety of millions of patients and healthcare practitioners around the world every year.

Across our 64 facilities worldwide, we have over 3,000 employees who are dedicated to safety and quality.

We are a trusted partner to more than 5,800 customers in over 50 countries, including more than 40 of the top 50 medical device companies and 9 of the top 10 pharmaceutical companies.

Job Summary

The Project & Service Operations Manager leads a team responsible for coordinating customer projects and delivering a consistent, responsive service experience throughout the testing lifecycle.

This position is primarily focused on attracting, developing, and retaining employees while establishing clear expectations for customer communication, project execution, issue resolution, and service delivery.

The manager provides day-to-day leadership and operational oversight for project and service activities, including workload management, resource planning, performance metrics, and process improvement.

This role works closely with customers and cross-functional partners to remove barriers, resolve escalated concerns, and ensure commitments are met.

Essential Duties

Customer Experience and Service Delivery


* Establish and reinforce customer service standards across the PSO team.



* Ensure customers receive timely, clear, and consistent communication.



* Monitor service performance, including turnaround time, response time, project progress, and customer satisfaction.



* Address escalated customer concerns and coordinate timely resolution.



* Identify recurring service issues and implement corrective and preventive improvements.



* Partner with laboratory operations, commercial teams, quality, finance, and other functions to support successful customer outcomes.

People Leadership and Development


* Recruit, onboard, train, develop, and retain employees.



* Conduct regular one-on-one meetings and provide ongoing coaching and feedback.



* Establish clear performance expectations and hold employees accountable for results.



* Partner with Human Resources to address employee concerns and support performance improvement.



* Develop succession plans and strengthen team capabilities through cross-training, mentoring, and development planning.



* Build a collaborative, customer-focused culture centered on accountability and continuous improvement.

Project and Service Operations


* Oversee the effective assignment, coordination, and...