Director of Lab Services

General Summary:

 The Director of Lab Services will lead and oversee all laboratory operations, ensuring high-quality services in Infectious Disease and Donor Acceptability Testing, including Pre-analytical, Serological, Nucleic Acid, and Ancillary testing, while maintaining strict adherence to industry standards and regulatory requirements. Based in San Antonio, TX, this role is responsible for directing, managing, supervising, and coordinating all technical activities, implementing strategic initiatives, and developing new functional or cross-functional business processes to support the department’s objectives. The Director will collaborate with customers and stakeholders to establish requirements and identify areas for improvement in operations, ensuring world-class customer service by capturing and being responsive to the voice of the customer through multiple feedback channels. They will manage operating budgets, people processes, and technologies to drive operational improvements with 1-3-year targets in mind. The role includes overseeing management subordinates and integrating multiple teams across the department to ensure smooth, efficient lab operations. The Director will reinforce the mission and vision of the enterprise, fostering a culture of continuous improvement, operational excellence, and compliance. They will inspire teams, ensure high standards of quality and regulatory compliance, and focus on meeting revenue targets while optimizing operational costs in a fast-paced, 24/7 lab environment. Strong leadership presence, analytical thinking, advanced technical expertise in blood and plasma testing, and a proven track record of success in operational excellence are essential for this role.

Commit to and abide by the character of the client’s Core Values of Accountability, Stewardship, Pioneer, Integrity, Respect and Excellence (ASPIRE). Support, communicate and reinforce the mission and vision of the enterprise.

Provide world class customer service by capturing and being responsive to the voice of the customer (including donors) through established feedback channels in order to resolve issues and drive satisfaction in accordance with the client customer engagement, feedback, and complaint processes.

Must have a valid driver's license and be at least 21 years old with a good driving record to meet organization driving standards.

Major Duties and Responsibilities

Essential Tasks

Advanced Technical Leadership: Provide expert oversight on blood and plasma testing methodologies, ensuring the implementation of cutting-edge laboratory technologies and diagnostic tools. Supervise the technical performance of laboratory staff to ensure high-quality blood products and client testing.

Strategic Planning & Execution: Develop and execute strategic initiatives that align with the company’s objectives. Identify opportunities for innovation and operational enhancements while managing ambiguity. Use Laboratory Information Management Systems (LIMS) and data analytics to make informed decisions, forecast trends, and anticipate operational needs.

Regulatory & Quality Compliance: Ensure full regulatory compliance with federal, state, and local regulations, including FDA, CLIA, GMP, CAP, AABB, ISO, and EU standards. Oversee quality control procedures, maintain records, and direct the development of new protocols to ensure the highest standards of compliance and quality.

Financial Performance & Budget Management: Prepare and manage operating budgets, monitor financial performance metrics, and implement strategies to optimize lab output and reduce costs. Collaborate with finance and executive teams to forecast revenue, manage expenditures, and meet profitability targets.

Client Relations & Service Delivery: Ensure the consistent delivery of high-quality services to clients by building and maintaining strong relationships with healthcare providers and clients. Proactively address client feedback and continuously improve service delivery to enhance customer satisfaction.

Adaptability & Strategic Problem-Solving: Demonstrate agility in responding to new challenges, technologies, and regulatory changes. Lead crisis management efforts, providing decisive leadership during high-pressure situations. Proactively identify problems and implement creative, strategic solutions to enhance lab performance.

Analytical Thinking & Decision Making: Leverage data-driven analysis to evaluate alternatives, solve problems, and make informed decisions that improve lab operations. Manage challenges proactively by identifying solutions and delivering results-oriented outcomes.

Leadership & Values Alignment: Uphold and promote the client Laboratories' core values, serving as a role model for pioneering innovative approaches and cultivating a culture of responsibility, collaboration, and continuous improvement. Inspire and direct teams toward shared goals, ensuring staff development and high levels of engagement.

Quality and Risk Management: Champion rigorous quality assurance and control programs, managing risk and leading corrective actions to address operational or regulatory concerns. Ensure educational programs are available to maintain a technically competent staff.

Operational Excellence: Lead laboratory services, ensuring smooth, efficient operations that meet or exceed quality standards. Utilize Lean Six Sigma or other methodologies to drive process improvements, enhance lab performance, and optimize resource allocation. Oversee technical activities related to Infectious Disease and Donor Acceptability Testing, including Pre-analytical, Serological, Nucleic Acid, and Ancillary testing.

Growth Mindset & Innovation: Drive operational improvements, foster a results-oriented culture, and lead innovation initiatives. Continuously seek opportunities for cost efficiencies and game-changing solutions to enhance laboratory operations.

Team Development & Collaboration: Lead and mentor a multidisciplinary team, fostering a culture of learning, flexibility, and open communication. Empower team members by providing growth opportunities through education programs and supporting their professional development. Guide team efforts in implementing new testing protocols and ensuring compliance with regulatory requirements.

Executive Presence & Communication: Serve as a credible and influential leader, effectively communicating the company’s broader vision internally and externally. Simplify complex technical and operational concepts for stakeholders, including regulatory bodies, staff, and senior leadership, ensuring alignment with company goals.

Performs other duties as assigned.

Non-Essential Tasks Provide support to other departments when necessary.

Skills

• Must stay current with and proficient in using online research tools and databases.
• Must be adept at identifying and resolving complex customer service issues throughout the business process.
• Must demonstrate advanced proficiency in computer skills, essential for managing data and operational systems.
• Must maintain high competency in laboratory techniques, including liquid and material handling, to ensure precision in testing.
• Must have strong management capabilities, with the ability to lead teams effectively and oversee complex operations.
• Must possess excellent interpersonal and public speaking abilities, paired with demonstrated positive leadership qualities.
• Must possess outstanding written and oral communication skills, essential for clear and impactful interaction with stakeholders.
• Must be able to safely operate motor vehicles in various weather conditions.
• Must be proficient in applying performance excellence principles and tools for strategic decision-making and operational planning.
• Must be capable of conducting and interpreting marketing analyses, as well as developing comprehensive business plans.
• Must be competent in performing and evaluating all laboratory testing and quality control procedures, ensuring timely and accurate release of test results.

Knowledge

• Must possess comprehensive knowledge of clinical laboratory techniques and demonstrate technical proficiency in all aspects relevant to a biological product screening laboratory.
• Must be capable of identifying, addressing, and resolving complex customer service challenges across various business processes.
• Must have strong expertise in regulatory requirements within clinical and diagnostic laboratory environments, ensuring strict compliance with industry standards.
• Must have a proven track record of successfully leading large teams and managing high-volume laboratory operations.
• Must have experience in implementing continuous improvement methodologies, such as Lean or Six Sigma, is highly desirable.
• Must have excellent communication, leadership, and analytical skills, with a focus on strategic decision-making and operational efficiency.
• Must stay current with online research tools and databases relevant to the field.
• Must possess a thorough understanding of regulatory and quality requirements, with the ability to operate in strict accordance with Standard Operating Procedures (SOPs) and internal policies.
• Must have a strong familiarity with regulatory and quality compliance standards, including but not limited to FDA, EU, ISO, GHM, cGMP, and OSHA.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Management retains the right to add or to change duties, education/experience/ skills requirement of the position at any time.

Abilities

• Must be able to work independently, prioritize tasks, and take ownership in a fast-paced, 24/7 lab environment with minimal supervision.
• Must be detail-oriented, organized, and capable of managing multiple tasks, with a strong professional presentation.
• Must be effective in leading, motivating, and facilitating teamwork to achieve organizational goals.
• Must be proficient in blood and plasma testing, lab technologies, and diagnostic tools to ensure high-quality operations.
• Must be skilled in meeting revenue goals while optimizing costs and managing budgets effectively.
• Must handle sensitive information with discretion, adhering to legal and organizational standards.
• Must have expertise in Lean Six Sigma or similar methodologies to drive operational excellence and efficiency.
• Must have strong public speaking, writing, and teaching skills to clearly convey information and train staff effectively.
• Must possess proven ability to lead and manage diverse teams, fostering accountability, collaboration, and continuous improvement.

Working Environment Works in a well-lighted air conditioned and heated laboratory/department. May be exposed to electrical, mechanical and chemical hazards and other conditions common to a laboratory environment. May be exposed to blood borne pathogens and other conditions common to a clinical laboratory environment. May have bodily exposure to refrigerator/freezer temperature, especially hands and face. Will work extended hours during peak periods. May be required to work any time of the day, evening or night during the week or weekend.

Occupational Exposure Assignment – Category I

Physical Requirements

• Must be able to drive on behalf of the organization.
• Will require walking, bending, and prolonged sitting and/or standing during work hours.
• Requires manual and finger dexterity and eye-hand coordination.
• Requires normal or corrected vision and hearing corrected to a normal range.