Supervisor II, Onsite Lab Operations Support, Avantor Sciences

We are looking for a hands-on operational leader with strong people management skills and a customer-centric mindset. The ideal candidate combines structure, leadership, and adaptability to manage complex on-site lab support operations while driving performance, efficiency, and continuous improvement.

The Supervisor II, Onsite Lab Operations Support is responsible for leading and coordinating daily lab support operations within a pharmaceutical client environment. This role ensures high-quality service delivery aligned with operational objectives, client expectations, and safety and compliance standards.

Acting as a key on-site leader and primary point of contact, the Supervisor drives team performance, optimizes workflows, and ensures seamless collaboration between laboratory stakeholders, operations teams, and external partners.

1. Team Leadership & People Management

• Lead, supervise, and develop a team of associates on-site
• Set clear daily and weekly priorities aligned with operational and client needs
• Monitor performance, provide regular feedback, and conduct performance reviews
• Foster a positive, collaborative, and accountable team culture
• Coach team members to enhance skills, engagement, and service mindset
• Ensure proper onboarding, training, and continuous development of team members

2. Client Relationship & Service Management

• Act as the primary point of contact for internal customers (lab managers, scientists, end users)
• Proactively manage client needs and ensure high levels of satisfaction
• Lead regular service meetings and operational reviews with stakeholders
• Ensure clear communication, alignment of priorities, and expectation management
• Act as the interface between the client and internal Avantor support functions (HR, commercial, operations)

3. Operational Management

• Oversee daily lab support activities, including:
• Order and inventory management
• Sample handling and logistics
• Gas cylinders, liquid tanks, and liquid nitrogen management
• Dry ice, solvents, buffers, and consumables handling
• Glassware washing and lab support services
• Waste management processes
• Ensure timely, accurate, and efficient execution of all operational tasks
• Plan and coordinate activities based on customer priorities and operational demand
• Map and organize workflows to maximize efficiency and service quality
• Maintain a hands-on approach, stepping in to support operations when needed and not hesitating to "roll up sleeves" to ensure service continuity

4. Performance Management & KPIs

• Define, monitor, and report on key performance indicators (KPIs), such as:
• Service level adherence (SLA compliance)
• On-time task completion rate
• Inventory accuracy and stock availability
• Order processing lead times
• Customer satisfaction (VOC, feedback)
• Incident and deviation rates
• Near misses and misses
• Conduct regular performance reviews and track progress against targets
• Use data analysis to identify trends, gaps, and improvement opportunities
• Implement corrective actions and continuous performance improvements
• Do Gemba walks regularly

5. Continuous Improvement & Problem Solving

• Identify inefficiencies and drive process optimization initiatives
• Analyze operational issues and implement practical, sustainable solutions
• Improve workflows, resource allocation, and service delivery models
• Promote a culture of innovation and continuous improvement within the team

6. Compliance, HSE & Quality

• Ensure adherence to site HSE policies and safe working practices
• Maintain a compliant work environment in line with client and regulatory expectations
• Support audits and inspections; ensure readiness at all times
• Contribute to deviation management and corrective/preventive actions (CAPA) when required
• Ensure proper implementation and use of Standard Operating Procedures (SOPs)