Offer summary

Qualifications:

At least 5 years of experience in operations, vendor management, or partner success roles, preferably in healthcare or health tech., Strong organizational skills with attention to detail and process management., Excellent communication skills to coordinate with internal teams and external partners., Familiarity with diagnostic or lab testing workflows is preferred..

Key responsibilities:

Manage onboarding and ongoing operations of lab testing partners.

Collaborate with internal teams to define and maintain operational standards.

Serve as the primary liaison for lab partners, resolving issues and ensuring performance.

Optimize workflows and monitor vendor performance to improve the testing program.

Job description

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage.

Position Summary: The Operations Manager, Personal Health Ecosystem (PHE) will report to the Vice President of Product, PHE and manage the onboarding and day-to-day execution of our outsourced lab testing program. This person will serve as the primary point of contact with our lab partners to deliver a seamless and reliable experience through close operational collaboration with internal stakeholders. The Ops Manager will be responsible for standing up, running and refining the operational engine of our testing program, including resolving lab-related issues, aligning internal teams, and ensuring partner performance to create the best user experience for our customers.

Responsibilities

Partner Network Standards and Requirements

Collaborate with internal teams to define the operational criteria and performance standards required for lab partners to join and remain in our network — this includes creating definition around data formats, turnaround times, communication and privacy protocols, and quality benchmarks

Lab Partner Onboarding, Enablement, and Offboarding

Lead the end-to-end onboarding process for new lab partners, ensuring operational readiness, technical integration, and alignment with network standards
Develop documentation and support tools needed to streamline onboarding and ensure a consistent partner experience
Ensure seamless offboarding of any partners exiting Thorne’s ecosystem

Ongoing Lab Partner Operations Management QA, and Issue Resolution

Serve as the main day-to-day liaison for our lab testing partners, including operational communication and coordination
Monitor ongoing performance, handle escalations, and ensure clear alignment on expectations
Lead the resolution of any operational issues related to lab testing, such as test result discrepancies or integration concerns through clear and proactive communication with partners and internal stakeholders
Review lab result submissions through our internal admin tools to ensure data completeness and consistency, with a focus on quality control

Cross-Functional Collaboration

Partner closely with Product, Science, Business Development, Medical Affairs, Regulatory, Engineering, and Customer Service to ensure alignment across teams, support issue resolution, and proactively surface and address operational risks
Become deeply familiar with the lab testing process and serve as a trusted partner to cross-functional teams by understanding pain points and inefficiencies, and identifying improvements that enhance the physical or digital user experience

Process, Workflow, and Performance Optimization

Create, refine, and maintain clear workflows for managing lab operations, from escalation paths to issue tracking. Continually identify and implement opportunities to streamline and scale testing operations
Track and report vendor performance across key operational metrics and share insights with stakeholders to inform reviews, improvements, and partner decisions
Take on a range of cross-functional operational tasks as needed, including coordination, internal planning, budget tracking, and other responsibilities that support the smooth execution and scaling of the testing program

What You Need

5+ years in operations, vendor management, or partner success roles, ideally in healthcare, diagnostics, or health tech
Demonstrated success working with third-party service providers, managing relationships and expectations, and resolving issues in time-sensitive environments
Strong organizational skills with attention to detail and a knack for making complex processes run smoothly
Strong problem-solving skills and a proactive, hands-on approach to addressing challenges
Excellent communication skills, with the ability to bridge gaps between internal and external stakeholders with clarity and accountability
Comfort using internal tools and systems to support quality review and operational workflows
Familiarity with diagnostic or lab testing workflows

What We Offer

Competitive compensation
100% company-paid medical, dental, and vision insurance coverage for employees
Company-paid short- and long-term disability insurance
Company- paid life insurance
401k plan with employer matching contributions up to 4%
Gym membership reimbursement
Monthly allowance of Thorne supplements
Paid time off, volunteer time off and holiday leave
Training, professional development, and career growth opportunities

Thorne is the leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. As the top recommended clinical brand by healthcare practitioners, Thorne offers a comprehensive range of products including nutritional supplements and health tests designed to meet the unique needs of individuals at every stage of life. Founded in 1984, Thorne products are formulated with the highest-quality ingredients, supported by clinical research, and rigorously tested to ensure purity, potency, and efficacy. Thorne is trusted by 47,000+ health-care professionals, thousands of professional athletes, more than 100 professional sports teams, multiple U.S. National Teams, and more than five million consumers. For more information, visit Thorne.com.

THORNE IS AN EQUAL OPPORTUNITY EMPLOYER

Required profile