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Canyon Labs exists to raise the standard of services in the Medical Device and Pharmaceutical markets by providing streamlined and expert solutions in technical consulting, sterilization, analytical testing and packaging.

We are committed to ensuring that quality services are delivered by meeting or exceeding customer expectations, continuously improving the effectiveness of the quality system, and ensuring compliance with regulations, standards and directives.

Position Title: Client Operations Manager

Location: Onsite at Canyon Labs in Bluffdale, UT or Rochester, NY

Salary Range: $65,000.00 - $85,000.00

Position Summary

The Client Operations Manager is responsible for ensuring an exquisite customer experience as a customer is transitioned from Sales to Operations. This role serves as the connective tissue between customers, Sales, and Canyon Labs’ operational business lines by ensuring that projects are launched clearly, coordinated effectively, communicated proactively, and executed with minimal friction for the customer.

The Client Operations Manager works across Microbiology, Chemistry, Toxicology, Packaging, and other business lines as needed to support project kickoffs, complex project coordination, customer communication, milestone tracking, schedule facilitation, escalation support, and continuous improvement of the customer journey within Canyon. The role is intentionally more operational than a traditional customer success position.

Primary Responsibilities

Sales-to-Operations Handoff and Customer Onboarding 

• Confirm that required Sales information is complete before operational execution begins.
• Coordinate with Sales and Operations to clarify missing information, timing expectations, customer requirements, and escalation points.
• Support new customer onboarding by explaining Canyon Labs’ processes, sample submission expectations, communication norms, and next steps.
• Ensure the appropriate Operations teams understand the customer commitment and are prepared to execute.
• Help standardize handoff templates, kickoff agendas, customer welcome materials, and onboarding checklists.

Project Kickoff Facilitation 

• Plan and facilitate customer kickoff meetings with the appropriate Operations, Sales, Quality, and technical stakeholders.
• Establish clear roles, responsibilities, communication cadence, milestone expectations, deliverables, and next steps.
• Ensure customer questions are captured, assigned, resolved, and communicated back in a timely manner.
• Document kickoff outcomes and distribute action items to internal stakeholders.
• Identify early risks related to scope, sample availability, documentation, scheduling, capacity, or customer expectations.

Complex Project Coordination and Milestone Management 

• Track project milestones, commitments, open items, dependencies, and customer-facing deliverables.
• Coordinate across departments when work spans multiple laboratories, sites, service lines, or technical teams.
• Support communication between customers and Operations when timing, scope, deliverables, or technical questions require coordination.
• Maintain visibility to project status and proactively identify delays, risks, bottlenecks, or communication gaps.
• Help ensure customers receive accurate, timely, and coordinated updates from Canyon Labs.

Proactive Customer Communication and Escalation Support 

• Proactively communicate with customers when operational support, clarification, coordination, or escalation is needed.
• Coordinate internal alignment before customer communication so messages are accurate and consistent.
• Support service recovery by helping define the issue, align the internal team, communicate next steps, and follow through to closure.
• Escalate customer-impacting risks early to the appropriate Operations, Sales, Quality, or executive stakeholders.
• Help define communication standards for delays, missing information, sample issues, milestone changes, and customer concerns.

Customer Feedback, Process Improvement, and Journey Standardization

• Collect and organize feedback from customers, Sales, Operations, and internal project teams.
• Identify recurring handoff gaps, communication issues, scheduling conflicts, customer pain points, and process defects.
• Lead or support process improvement initiatives that standardize the customer journey and reduce friction.
• Support customer health by leading quarterly business reviews (QBR) for select strategic customers.
• Partner with Sales and Operations to refine tiering, kickoff criteria, escalation pathways, communication templates, and customer-facing playbooks.

Laboratory Work Scheduling and Operational Rhythm Support 

• Support development and maintenance of department schedules, project trackers, milestone plans, and workload visibility tools.
• Facilitate coordination between customer needs, Sales commitments, sample arrival expectations, laboratory capacity, and operational priorities.
• Help identify scheduling conflicts, capacity constraints, backlog risks, and opportunities to improve flow.
• Partner with business line leaders and managers to improve scheduling discipline, schedule adherence, and visibility to upcoming work.
• Support S&OP, production planning, and cross-functional operating rhythms by providing customer- and project-level insight when needed.

Qualifications

• Bachelor’s degree in business, science, operations, project management, communications, or related field preferred.
• 3+ years of experience in client operations, customer success, project coordination, laboratory operations, account management, operations support, or related roles.
• Experience in contract laboratory services, life sciences, pharmaceutical, medical device, healthcare, quality-regulated, or technical services environments preferred.
• Experience coordinating work across Sales, Operations, Quality, Finance, and customer-facing teams strongly preferred.
• Project management, scheduling, process improvement, or customer experience training is a plus.

Canyon Labs offers several benefits as part of your total compensation, including but not limited to:

• Paid Time Off, Sick Time, and Paid Holidays
• Medical, Dental and Vision Insurance
• Long term disability insurance, life insurance
• 401(k) with company match up to 4%

At Canyon Labs, we are committed to creating a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable laws.

Benefits found in job post

Vision insurance, Disability insurance, 401(k), Medical insurance, Dental insurance, Paid maternity leave, Paid paternity leave

Requirements added by the job poster

• Bachelor's Degree

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