Supervisor, Global Sample Solutions

The Supervisor Global Sample Solutions is responsible for overseeing and coordinating the day-to-day activities of the Global Sample Solutions Site Outreach team. The role ensures timely resolution of sample discrepancies effective site outreach accurate data investigations and discrepancy resolution.

The Supervisor provides operational guidance training workload prioritization and escalation support to Global Sample Solutions Specialists. This position monitors key performance indicators (KPIs) turnaround time (TAT) quality and backlog aging while partnering with cross-functional stakeholders to drive continuous improvement and operational excellence.

• Lead mentor and support Global Sample Solutions Specialists responsible for site outreach discrepancy resolution and study support activities.
• This role will provide direct supervisory oversight for assigned team members.
• Coordinate daily workload assignments and priorities to ensure timely follow-up and closure of open discrepancies.
• Monitor team productivity quality KPIs service-level expectations and backlog aging; communicate risks and recovery plans to leadership.
• Serve as the primary escalation point for complex discrepancy investigations customer communication challenges and cross-functional operational issues.
• Provide onboarding role-specific training coaching and ongoing development for team members.
• Conduct routine workload and quality reviews and identify opportunities to improve consistency efficiency and compliance.
• Partner with leadership to support resource planning workload forecasting and operational readiness.
• Role requires flexibility to support global time zones including overlap with U.S. business hours as business needs require.

• Maintain global oversight of unresolved discrepancies identified by internal sample management teams for incoming and outgoing shipments.
• Ensure adherence to project-specific communication plans established outreach timelines documentation standards and escalation procedures.
• Liaise with sites sponsors CROs clients and internal teams to obtain missing information and facilitate timely discrepancy resolution.
• Review complex or high-impact discrepancies and guide the team on appropriate resolution actions.
• Ensure resolution actions are clearly documented and communicated to meet customer and business deliverables for TAT.
• Monitor first second and final outreach activities including shipment tracking information and response status to ensure appropriate follow-up.
• Monitor discrepancy aging and trends and implement recovery or corrective action plans when performance is at risk.
• Provide oversight for study close-out activities including data review outstanding query resolution reconciliation support and sample disposition follow-up.
• Independently prioritizes daily workload resolves routine operational issues and escalates high-impact risks to leadership.

• Provide oversight for unresolved sample data requests reconciliation queries and database-related discrepancies.
• Coordinate with internal stakeholders to investigate document and implement approved corrections for data modifications or errors.
• Support reconciliation between source documentation sample inventory systems clinical databases EDC systems and client-provided data as applicable.
• Ensure sufficient documentation and audit trails are maintained for data corrections and resolution activities.
• Escalate system or process issues that may affect data integrity operational timelines or customer deliverables.

• Ensure team activities comply with company SOPs study-specific requirements documented procedures and applicable quality standards.
• Oversee or perform quality control reviews of outreach documentation discrepancy resolution records and data updates.
• Review quality findings and coordinate corrective actions retraining or process updates as needed.
• Maintain audit-ready documentation and support internal audits client audits and regulatory inspections as required.
• Demonstrate behavior consistent with company values and promote a culture of accountability collaboration and continuous improvement.

• Bachelors degree in life sciences clinical research healthcare administration business or a related field preferred.
• An equivalent combination of education and relevant experience may be considered.

• Six or more years of relevant experience in sample management clinical trial operations laboratory operations data management project coordination or a related environment preferred.
• Two or more years of experience leading people projects workflows or operational initiatives preferred.
• Experience with customer- or site-facing communications discrepancy management issue resolution and cross-functional coordination.
• Experience working with biospecimen inventory systems clinical databases reconciliation activities or operational reporting tools preferred.

• Strong leadership coaching workload management and team development skills.
• Excellent written and verbal communication skills including the ability to manage sensitive or escalated customer interactions professionally.
• Strong analytical investigative and problem-solving capabilities with consistent attention to detail.
• Ability to manage multiple priorities changing deadlines and global stakeholders in a fast-paced environment.
• Ability to interpret operational data identify trends and translate findings into clear actions.
• Proficiency with Microsoft Excel Microsoft Office applications reporting tools and operational dashboards.
• Strong knowledge of data integrity documentation and quality principles.
• Ability to work effectively across global teams and time zones.

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