Position Summary
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.
Essential Functions of the Job
Team Leadership & Operational Oversight
- 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.
Customer/Site Outreach, Discrepancy Tracking & Resolution
- 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.
Database Troubleshooting & Data Resolution Support
- 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.
Quality Control & Compliance
- 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.
Qualifications
Education
- Bachelor’s 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.
Experience
- 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.
Knowledge, Skills & Abilities
- 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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