Manager, Operations Support, Patient Service Centres

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.
We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratory tests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.
We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.
Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.
These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.
**Status**: Full time
**Schedule**: Monday - Friday
**Number of positions**: 1
**Internal Application Deadline**: 22 July 2025
This vacancy is for an existing position.
**Reports to**: Director, Patient Service Centres
Purpose of the Role
Reporting to the Director, Patient Service Centre, the Manager, Operations Support, Patient Service Centres is accountable for supporting LifeLabs’ strategy in British Columbia. This includes managing the intake from Business Development to all requests for services from LifeLabs, accurately identifying the scope and complexity of service, engaging all required stakeholders and working with the operation to provide costing details when required for the financial analysis. A recommendation will be formulated and provided to the Key Stakeholders for a final decision. The Manager will ensure all stakeholders agree and aligned on project and contract deliverables.
**Your responsibilities will include**:

- Manage the intake of all requests for service that are provided by Business Development (Key Account Managers, Sales, Contracts, B2B) and ePMO.
- Ensure complete understanding and provide impact assessment of contract deliverables on the operation.
- Manage the intake of requests for service and support.
- Ensure consistent provincial practices and processes are in place to assess and review service requests.
- In collaboration with Operations and other functions, utilize and refine a comprehensive complexity matrix to properly define and assess new service opportunities.
- Create a standard, comprehensive system of documentation to capture all required information.
- Assess new opportunities and current services scheduled for renewal across all aspects of the business in conjunction with other stakeholders in the context of the growth strategy.
- Formulate a recommendation, including a risk assessment and resource requirements, to Key Stakeholders to inform a final decision.
- Ensure all stakeholders are aware, aligned and in agreement with all projects and contract deliverables.
- Provide details to track all new opportunities (approved and declined).
- Educate stakeholders on the information collected from internal and external clients requesting service.
- Meet the timelines to decision KPI, as determined, based on complexity.
- Ensure all approved requests for service are assigned to the proper stream for planning and execution - NPI, ePMO, Operations Support, Operations.

**What you bring to the role**:

- University Degree or Diploma
- Minimum 3-5 years of experience in a related position.
- Experience in a management role within the Laboratory industry (hospital or private)
- Strong business acumen
- Experience building and maintaining relationships.
- Strong understanding of the Operation and BC programs.
- This role is an individual contributor who is expected to build and maintain strong customer relationships; Serves as an ambassador for LifeLabs; responds to all requests for service; acts as a liaison role between different functions and Operations
- Expected to formulate recommendations based on gathering all of the relevant information to present to the key stakeholders for final decision.
- Interaction at the Executive/Board Level is based on prov