Director - Global Site Support Services

Director - Global Site Support Services

Operational Leadership & Service Delivery

• Support the execution of GIPS activities in accordance with globally established operating models, processes, and performance expectations.
• Support and coordinate consistent implementation of standard operating procedures, workflows, and service protocols across supported regions.
• Track service performance against predefined global metrics and ensure timely reporting within agreed timelines.
• Support resource utilization and workload planning to support service demand within approved budgets and headcount plans.
• Coordinate the identification, tracking, and resolution of service issues, including implementation of corrective and preventive actions.

People Leadership & Talent Development

• Provide day-to-day management and guidance to managers and supervisors, ensuring effective day-to-day people management and performance oversight.
• Support hiring, onboarding, training, coaching, and development of team members in line with global role expectations.
• Conduct performance reviews, goal setting, and ongoing feedback in accordance with company policies.
• Support talent assessment, succession planning, and leadership development activities as part of global programs.

Process & Continuous Improvement Support

• Support the implementation of process enhancements and standardization initiatives developed by global or centralized teams.
• Identify operational improvement opportunities and provide data-driven input and recommendations to global stakeholders.
• Promote a culture of quality, productivity, and continuous improvement across Site Support Services operations.
• Ensure changes to processes or tools are deployed consistently and in compliance with approved governance.

Stakeholder & Investigator Site Support

• Act as an operational liaison to investigator sites, ensuring effective execution of site support processes.
• Support the rollout of globally designed initiatives affecting investigator sites, incorporating local operational considerations.
• Ensure investigator feedback is collected, documented, and shared through established Voice of the Site mechanisms.
• Champion patient safety by ensuring issues are promptly escalated and addressed according to predefined escalation pathways.

Governance, Compliance & Reporting

• Operate under global oversight, ensuring adherence to corporate policies, compliance requirements, and internal controls.
• Support annual planning, budgeting, and forecasting activities through data provision and operational inputs, in alignment with direction from global leadership and without independent financial or strategic authority.
• Ensure timely participation in management communications, governance forums, and required reporting cadence.

Scope & Decision-Making Authority

• The role does not define global strategy, own P&L, or make final business-critical decisions.
• Strategic direction, service models, pricing, and policy decisions are set by global leadership outside India.
• This role is accountable for operational execution and people leadership within the approved framework.

Minimum Qualifications

• 10 years of work experience in a scientific or customers service industry with at least 5 years of increasing management experience
• Demonstrate strong customer service skills
• Proven track record of successful written, verbal and interpersonal skills
• Strong planning, organizational and problem-solving skills
• Proven record of driving continuous improvement
• Demonstrated a high degree of initiative and ability to work collaboratively
• Demonstration of strong contribution to teamwork
• Strong change management skills
• Proven track record of successful project completion
• Demonstrated experience in team building, influencing others and conflict resolution

Preferred Qualifications

• Bachelor’s degree.
• Experience working in a global diverse while leading staff in multiple countries and disciplines.

Additional Job Standards

• Excellent communication skills; ability to communicate highly complex and multi-faceted concepts and ideas concisely, both in written and verbal formats
• Excellent business acumen; the ability to establish and maintain positive relationships with team members, internal and external customers and business partners
• Demonstrated ability to motivate, develop and manage staff while maintaining a positive work environment
• Developed and demonstrated organizational and analytical skills
• Excellent problem-solving skills, coupled with a self-motivated personality and an ability to exceed expectations in a fast paced, results-oriented environment
• Proven ability to work with a team to reach and implement solutions
• Strong people skills and ability to build relationships internally and externally
• Strong computer skills (Access, SQL, Visio, MS Office Suite, Powerpoint)
• Interviewing, hiring, planning, assigning, appraising performance, rewarding and disciplining employees
• Defining and implementing specific productivity and quality measurements for the team
• Creation of a team that can handle customer service issues efficiently
• Drive process improvement initiatives, implement policies and procedures that promote ease of doing business, both internally and externally
• Ability to identify and communicate trends in daily operations and effectively make recommendations/initiate actions to enhance productivity, efficiency, effectiveness and profitability
• Ability to work effectively in a matrix environment

Labcorp is proud to be an Equal Opportunity Employer:

Labcorp strives for inclusion and belonging in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications and merit of the individual. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Additionally, all qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law. 

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Experience Level

Executive Level