Sr Manager, Supply Chain Customer Excellence

About The Job

We are seeking a proactive, detail-oriented supply chain professional to join Foundation Medicine’s Global Operations organization as a Supply Chain Customer Excellence Sr Mgr, with a primary focus on Specimen Collection Kits and oversight of Third-Party Logistics (3PL) Partners. This role is ideal for someone passionate about delivering exceptional customer outcomes in a fast-paced, highly cross-functional environment, where operational excellence directly impacts patients, providers, and field teams. The position offers ownership of complex operations and the opportunity to drive targeted, high-impact improvements across the supply chain.

The role owns the end-to-end execution and continuous improvement of the overall patient collection kit business, including day-to-day oversight of third-party logistics (3PL) partners. With a strong focus on service reliability and responsiveness, this position balances hands-on operational ownership with leadership of targeted initiatives to improve kit availability, visibility, cost, and performance in support of commercial demand, field operations, and new product launches. Key efforts include 3PL vendor performance management, forecasting and replenishment improvements, end-to-end visibility, and process enhancements aligned to service, compliance, and cost.

In addition, this individual drives deep analysis of complex supply chain data, translates insights into clear performance reporting, and delivers actionable recommendations that support informed decision-making. With customer excellence, compliance, and governance at the core, this role plays a critical part to the overall success of the team reinforcing master data and process excellence discipline, in support of digital transformation initiatives that enhance the overall customer experience across the global supply chain.

Key Responsibilities

• Operational Ownership:
• Collection Kit Operations & 3PL Management (Core Accountability)
• Manage day-to-day operational performance of collection kit fulfillment through external 3PL partners.
• Serve as the primary operational point of contact for assigned 3PL vendors, managing day-to-day execution, issue resolution, SLA performance, and recurring operational reviews with documented follow-up.
• Monitor operational readiness and escalate risks related to demand variability, including field surges and volume fluctuations.
• Support internal and external audit activities related to collection kit operations and 3PL performance.
• Inventory, Scrap & Expiry Management
• Manage the overall health of collection kit inventory, including scrap, expiry risk, obsolescence, and transitions, and communicate identified risks and recommended actions as necessary.
• Partner with Product, Quality, and Global Operations to mitigate inventory risk related to demand changes, design changes, and aging materials.
• Master Data Ownership & Integrity
• Serve as the primary operational point of contact for Collection Kit master data, ensuring accuracy, consistency, and adherence to governance standards across systems.
• Partner with IT, Finance, and Global Operations to support master data maintenance, issue resolution, and continuous improvement of data management practices.
• Process & Documentation Governance
• Maintain, update, and improve supply chain SOPs, work instructions, and operational processes to ensure compliance, consistency, and operational efficiency.
• Support vendor onboarding and transition activities, as required.
• Product Change & Compliance Support
• Coordinate execution of kit-related product changes (e.g., specifications, labels, BOMs, controlled documentation), acting as the operational liaison between Product, Quality, and 3PL partners to ensure timely and compliant implementation.
• Support first article reviews, operational readiness activities, and controlled rollouts for new or updated kits.
• Continuous Improvement & Cross-Functional Support:
• End-to-End Kit Visibility
• Support initiatives to improve end-to-end visibility across kit demand, inventory, fulfillment, and replenishment.
• Partner with Commercial Excellence and Operations teams to enable consistent reporting and decision support.
• Forecasting & Replenishment
• Collaborate with Commercial and Operational partners to support improvements in kit forecasting and replenishment logic.
• Provide operational inputs and observations to support forecasting and replenishment models informed by field behavior such as surge activity and urgency drivers.
• Process & Decision Framework
• Support enhancements to complaint management processes related to collection kits.
• Support the application of established decision frameworks for temporary controls and CAPA-related actions.
• Collaboration & Impact
• Act as a knowledgeable supply chain partner to cross-functional stakeholders.
• Provide subject matter expertise and day-to-day guidance to peers and matrixed partners.
• Contribute to additional operational initiatives and projects as assigned.
• Travel up to 20% as required.
  

Qualifications

Basic Qualifications:

• Bachelor's degree in clinical laboratory science or a related field
• 8 years of experience in operations, supply chain, logistics, or 3PL‑supported environments.
  
  

Preferred Qualifications

• Ability to lead through influence and deliver results in a global, matrixed, cross-functional environment.
• Experience working in a regulated industry
• Hands-on experience managing third-party vendors and operational service providers.
• Proven ability to balance hands-on execution with defined, project-based strategic initiatives.
• Experience managing inventory risk, product transitions, and operational change.
• Strong analytical and structured problem-solving skills with a track record of project execution and follow-through.
• Familiarity with regulated, quality-driven environments (biotech, diagnostics, or medical devices).
• Strong communication and organizational skills, including managing recurring operating forums and driving accountability.
• Comfortable working across multiple systems and tools (e.g., ERP planning and inventory systems).
• Experience supporting customer- or field-facing supply chains (e.g., kits, consumables, devices).
• Working knowledge of forecasting, replenishment, and visibility models or tools.
• Ability to operate effectively in ambiguity within a clearly defined scope, with a proactive, ownership-driven mindset.
• Understanding of HIPAA and importance of patient safety and data privacy regulations and guidelines
• Commitment to reflect FMI’s values: Integrity, Courage, and Passion
  
  

The expected salary range for this position based on the primary location of Boston, MA is $125,500 - $156,900 per year. The salary range is commensurate with Foundation Medicines compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.