supervisor operations

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

Interested in learning more about this job Scroll down and find out what skills, experience and educational qualifications are needed.

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)

Qualifications & Experience

• Bachelor's degree in a scientific field or equivalent experience
• Minimum 3 years of experience in team management / people leadership
• Experience in a laboratory, pharmaceutical, or regulated environment is strongly preferred
• Previous experience in onsite support operations or lab services preferred

Skills & Competencies: Leadership & Behavioral

• Strong leadership and team management capabilities
• Coaching mindset with ability to develop peop