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Every patient sample is a story.

That's why our Lab Ops team is focused on providing physicians with comprehensive genomic information about each person's cancer. Information that's as unique as the patients are. The insights discovered in our labs may help change their story.


Senior Operations Specialist

  • Second Street, Cambridge, Massachusetts, United States
  • Full Time

About the Job

The Sr Operations Specialist within the Client Services team partners directly with the training team to deliver best-in-class service to clients and patients. The position is responsible for analyzing data and information to identify business opportunities and enhance workflows across the client services teams. This member serves as the liaison between client services, customer experience, and technology operations. This position is also responsible for project support activities of varying complexity, including planning, coordination, drafting and circulating project reports, and general project service duties. Project service duties include cross-functional engagement with Lab Operations business units and maintenance of standard operating processes, work instructions, and process flows.

Regular onsite work at a designated FMI location is an essential function of this role.

Key Responsibilities

• Coordinate internal projects and determine the best utilization of resources to improve Client Services Associates’ workflows.

• Provide updates on processes and improvements to client services leadership.

• Enhance workflow and cross-departmental engagements.

• Work closely with client services senior leadership to achieve outcomes based on company goals.

• Analyze data and information to identify business opportunities.

• Manage department SOP creation and update.

• Initiate and support NCR (non-conformance reports).

• Support QA audits and CAPA requirements.

• Support department projects and intake process.

• Develop and drive feedback loop with key stakeholders.

• Coordinate planning initiatives, including setting up meetings, distribution, and organizing program and project information.

• Document meeting discussions and decisions into meeting minutes.

• Follow up on post-meeting action items as designated during project meetings.

• Produce dashboards and reports on a weekly, monthly, and annual basis.

• Create and draft documents, including presentations, memos, and spreadsheets.

• Maintain knowledge of departmental project status and present information.

• Conduct status review of projects for action items and recommend solutions.

• Prioritize and manage multiple deliverables and special projects.

• Manage short-term duration projects as assigned.

• Serve as a supportive link for the Client Services leadership team and training.

• Distribute communications related to program and project plan activities.

• Organize program and project information.

• Assimilate meeting minutes into future agenda, circulate action plans and subsequent action steps.

• Serve as single point of contact for meetings on department projects and programs, and present to stakeholders on project status.

• Distribute communications related to program and project plan activities.

• Organize program and project information.

• Assimilate meeting minutes into future agenda, circulate action plans and subsequent action steps.

• Collaborate and solve problems cross-functionally.

• Travel up to 25% a year to attend meetings and meet with stakeholders.

• Other duties assigned.


Basic Qualifications

• Bachelor’s Degree or relevant equivalent work experience

• 4+ years of experience in a related customer service, biotech, or healthcare role

• 2+ years of experience with utilizing a Customer Relationship Management (CRM system) and in data and trend analysis

Preferred Qualifications

• History of managing multiple concurrent initiatives while maintaining one’s workflow and of performing work in a detail-oriented manner that meets project deadlines

• Demonstrated ability to:

  • Manage escalated issues and drive issue resolution
  • Work independently, with minimal supervision
  • Manage competing priorities
  • Work independently under fast-paced and changing conditions

• Demonstrated experience with and working knowledge of office support software, including the full Microsoft Office Suite

• Excellent organizational and time management skills

• Strong interpersonal skills that include excellent written and oral communication

• Understanding of HIPAA and the importance of patient privacy and data regulations

• Commitment to reflect FMI's values: passion, patients, innovation, and collaboration


Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.


About Foundation Medicine

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

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Internal applicants, please use your FMI email address.

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Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form.  (EOE/AAP Employer)

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