Manager - Client Operations

Job Functions, Duties, Responsibilities and Position Qualifications:

We'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 will:

Client Relationship Management

• Serve as the primary operational liaison for assigned clients post-implementation
• Build and maintain strong, professional relationships with key client stakeholders
• Conduct regular check-ins to assess satisfaction, identify concerns, and proactively address needs

Cross-Functional Collaboration

• Partner closely with Sales where appropriate to ensure smooth handoff post-contract execution
• Maintain clear role boundaries: Sales owns growth and new business; this role owns service and retention
• Collaborate with Compliance, Sales, HR, and other functions as needed to support operational execution

Performance Monitoring & Reporting

• Track 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 improvement
• Identify trends and recommend operational enhancements

Issue Resolution & Escalation Management

• Lead resolution of client concerns, coordinating cross-functional teams as needed
• Escalate systemic issues appropriately and drive timely closure
• Communicate clearly and consistently with clients throughout resolution processes

Service Delivery & Operational Oversight

• Ensure services are delivered in accordance with company standards and client expectations
• Partner with internal operations teams (lab, logistics, phlebotomy, etc.) to ensure seamless execution
• Monitor service performance and drive continuous improvement

All you need is:

• Bachelor’s degree or equivalent experience required
• 5+ years of experience in healthcare operations, client relations, or service delivery roles
• Demonstrated ability to manage external relationships in a non-sales capacity
• Strong problem-solving, communication, and organizational skills
• Ability to influence without direct authority and navigate cross-functional environments

We’ll give you:

• Appreciation for your work
• A feeling of satisfaction that you’ve helped people
• Opportunity to grow within the organization
• Free lab services for you and your eligible dependents
• Work-life balance, including Paid Time Off and Paid Holidays
• Competitive benefits including medical, dental, and vision insurance
• Help saving for retirement, with a 401(k) that includes a generous company match
• A sense of belonging – we are a community!

We also want you to know:

This 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 Hours:

Work Shift:

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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.