Company Summary:
Diagnostic Support Services (DS2) provides healthcare organizations with the most needed laboratory and medical support services — including custom kitting & supplies, specimen collection & medical services, medical courier & transportation, and technology & integration.
Our mission is to serve as a single point of contact for our clients, helping them integrate our solutions and proprietary technology into their workflow to create efficiency, reduce costs, and stay competitive.
We proudly support a wide range of healthcare organizations — from medical laboratories and pharmaceutical companies to direct-to-consumer healthcare brands and clinical research organizations.
At DS2, our team is dedicated to delivering prompt, specialized, and compassionate service with a clear focus on improving both customer experience and patient outcomes.
Job Summary:
The Manager, Customer Success & Logistics is responsible for leading the day-to-day operations of DS2's Customer Success and Logistics functions, ensuring exceptional client service, operational efficiency, and successful execution of client programs. This role provides leadership, coaching, and oversight to the Customer Success Project Management team while serving as a key operational partner across departments including Warehouse, Logistics, Phlebotomy, Sales, Finance, and Operations.
The Manager is responsible for overseeing client support activities, logistics coordination, transportation quoting, carrier management, operational workflows, and service delivery execution. This position ensures client needs are met through proactive communication, effective problem-solving, and cross-functional collaboration while driving process improvements that enhance customer satisfaction, operational performance, and scalability.
The ideal candidate is a strong people leader with experience in customer success, logistics, and operational management who thrives in a fast-paced healthcare services environment and is committed to delivering exceptional service to both clients and patients.
Key Responsibilities:
Team Leadership & Customer Success Oversight
- Lead and support the Customer Success Project Management team, including coaching, training, performance management, and operational guidance.
- Oversee daily workflows and ensure timely completion of client requests, escalations, and operational tasks.
- Foster a customer-centric culture focused on responsiveness, accountability, and service excellence.
- Assist with onboarding and training of new team members.
- Monitor team performance metrics and identify opportunities for operational improvement and development
Logistics Management
- Coordinate and oversee logistics operations related to client services, shipments, scheduling, courier coordination, and field support.
- Manage time-sensitive logistics requests and ensure operational deadlines are consistently met.
- Work closely with courier vendors, carriers, field teams, warehouse operations, and internal departments to ensure successful service execution.
- Prepare and manage transportation and logistics quotes for courier and carrier services based on client needs, geographic locations, turnaround times, and service levels.
- Evaluate carrier options and recommend cost-effective and operationally efficient logistics solutions.
- Monitor logistics workflows and identify areas for process improvement and efficiency.
- Troubleshoot operational issues and provide timely resolutions to minimize service disruptions.
Operational Support & Process Management
- Maintain documentation related to client requirements, logistics workflows, pricing requests, and operational procedures.
- Assist with implementation planning and operational readiness for new and existing clients.
- Support internal reporting initiatives and provide insights related to client activity, carrier performance, and logistics operations.
- Ensure compliance with company procedures, service standards, and client-specific requirements.
- Assist in developing and improving SOPs, workflows, and customer success processes.
Cross-Functional Collaboration
- Partner with Operations, Sales, Finance, and Customer Support teams to ensure alignment on client deliverables and operational priorities.
- Communicate operational updates, risks, and service concerns proactively to leadership and stakeholders.
- Support process improvement initiatives focused on operational efficiency and customer satisfaction.
Qualifications
- Bachelor’s degree preferred or equivalent professional experience.
- 5+ years of experience in Customer Success, Logistics Coordination, Operations Management, or Team Leadership roles.
- Experience in healthcare, laboratory services, mobile phlebotomy, or medical logistics is required.
- Previous experience managing or leading teams in a fast-paced operational environment.
- Strong background in logistics management, courier coordination, or transportation operations.
- Experience preparing courier, freight, or carrier-related quotes and coordinating transportation solutions.
- Exceptional organizational and multitasking skills with strong attention to detail.
- Ability to manage multiple priorities and shifting operational demands.
- Strong written and verbal communication skills.
- Proficiency in CRM systems such as Salesforce, logistics platforms, and Microsoft Office.
Work Conditions:
- On-site at DS2’s Aurora facility.
- May involve lifting up to 50 lbs and occasional after-hours availability for facility emergencies or maintenance work.
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Job Type: Full-time
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- Are you able to work in office, 5 days a week?
Experience:
- Management: 1 year (Required)
- Healthcare: 1 year (Required)
Work Location: In person
