Operations & Client Experience Manager

Conceivium Biotech Inc. | Windsor, Ontario

About Conceivium Biotech

Conceivium Biotech is an innovative biotechnology company focused on advancing reproductive health through specialized diagnostic testing, scientific research, and data-driven insights. Our services help patients and healthcare practitioners better understand factors that may influence fertility and reproductive outcomes.

As we continue to grow our operations and expand our reach across Canada and internationally, we are seeking a highly capable, resourceful, and solutions-oriented individual to take ownership of our daily business operations.

About the Role

We are looking for an exceptional Operations & Client Experience Manager who thrives in a energetic environment, takes initiative, and enjoys solving problems.

This is a hands-on, multifaceted position responsible for keeping the operational side of Conceivium Biotech running efficiently, professionally, and reliably.

You will serve as a central point of coordination between patients, healthcare practitioners, laboratory personnel, shipping providers, and business leadership. Your role is to ensure that communications are answered, shipments move efficiently, testing kits are available and properly managed, results are issued promptly once approved, and operational issues are resolved before they become larger problems.

This is not a position for someone who waits to be told what to do. We are looking for someone who sees what needs to be done, takes ownership, finds solutions, and follows through to completion.

Our scientific team needs to focus on the science. Your responsibility is to ensure the business operations surrounding that science run seamlessly.

Key Responsibilities

1. Daily Business Operations & Office Management

- Take ownership of daily administrative and operational activities, ensuring the office runs efficiently.
- Monitor outstanding tasks, identify operational gaps, and proactively address issues.
- Establish and maintain effective organizational systems, processes, and workflows.
- Coordinate with laboratory personnel and business leadership to ensure operational requirements are being met.
- Maintain office supplies, shipping materials, testing kit inventory, and other operational necessities.
- Oversee organization and inventory tracking of designated laboratory storage and freezer areas, in accordance with approved laboratory procedures.
- Coordinate vendors, service providers, deliveries, and other business requirements.
- Identify opportunities to improve efficiency and implement practical solutions.

2. Patient & Practitioner Communication

- Manage incoming emails, telephone calls, voicemails, and other communications, ensuring timely and professional responses.
- Serve as a primary point of contact for patients and healthcare practitioners regarding administrative inquiries, testing processes, kit status, shipping, and results availability.
- Proactively follow up on outstanding patient and practitioner inquiries.
- Provide exceptional customer service while maintaining professionalism, empathy, and confidentiality.
- Escalate clinical or scientific questions to the appropriate qualified team member.
- Track unresolved issues and ensure every inquiry receives appropriate follow-through.
- Help create a client experience that is responsive, organized, and reassuring.

3. Test Results Coordination & Issuance

- Monitor the status of testing orders and results throughout the testing process.
- Coordinate with laboratory personnel to ensure completed, reviewed, and authorized results are issued to the appropriate recipients without unnecessary administrative delays.
- Maintain accurate records of outstanding results, pending requirements, and completed distributions.
- Proactively identify overdue or delayed results and investigate the cause.
- Communicate appropriate status updates to patients and practitioners.




- Maintain accurate documentation and ensure results are distributed securely in accordance with privacy policies.
- Identify recurring bottlenecks and recommend improvements to results tracking and distribution.

4. Shipping, Customs & Logistics Management

- Coordinate domestic and international shipments of testing kits, samples, supplies, and other materials.
- Prepare and verify shipping documentation, customs declarations, commercial invoices, and applicable specimen-shipping paperwork.
- Track incoming and outgoing shipments to ensure timely delivery.
- Proactively monitor delayed shipments, customs holds, failed deliveries, and carrier exceptions.
- Communicate directly with couriers, customs brokers, and shipping providers to resolve issues promptly.
- Maintain organized shipment records, tracking information, and documentation.
- Ensure applicable packaging, temperature-control, and shipping requirements are followed.
- Develop processes to minimize delays, reduce shipping errors, and improve logistics efficiency.

5. Testing Kit Assembly, Inventory & Distribution

- Coordinate and perform assembly of testing kits in accordance with established procedures.
- Ensure kits are accurate, complete, properly labelled, and ready for distribution.
- Maintain sufficient inventory of kit components, packaging, collection materials, and shipping supplies.
- Coordinate kit orders and distribution to patients, practitioners, and partner organizations.
- Manage incoming kit and specimen intake, including receipt tracking, documentation, and communication with the laboratory.
- Identify missing, damaged, incomplete, or delayed kits and coordinate resolution.
- Maintain organized inventory systems and implement improvements to kit assembly and distribution processes.

6. Practitioner Accounts & Partner Support

- Oversee the administrative management of healthcare practitioner and partner accounts.
- Maintain accurate practitioner information, account details, pricing arrangements, and associated discount codes.
- Create, update, and maintain approved discount codes and account-specific arrangements.
- Respond to practitioner questions regarding ordering, pricing, testing processes, shipping, and results availability.
- Assist with onboarding new practitioner accounts and providing necessary information and materials.
- Monitor account-related issues and ensure prompt resolution.
- Coordinate with leadership on opportunities to improve the practitioner experience.

7. Process Improvement & Problem Solving

- Identify inefficiencies, recurring problems, and operational risks.
- Take initiative to investigate issues and develop practical, sustainable solutions.
- Create and improve standard operating procedures, checklists, tracking systems, and internal workflows.
- Introduce systems that improve accountability, communication, and turnaround times.
- Follow operational issues through to resolution rather than simply passing them along.
- Support the implementation of new products, services, partnerships, and business initiatives.
- Take on additional responsibilities and projects as required to support the company's growth.

Qualifications & Experience

Required:

- Demonstrated experience in business operations, office management, logistics coordination, client services, or a similarly multifaceted role.
- Exceptional organizational skills and the ability to manage competing priorities.
- Strong written and verbal communication skills.
- A proven ability to solve problems independently and follow through.
- Strong attention to detail and commitment to accuracy.




- Comfort working with multiple software platforms, spreadsheets, email systems, and digital tracking tools.
- Ability to work independently while collaborating with a small, highly specialized team.
- A strong sense of accountability and ownership.
- Adaptability and willingness to perform a wide variety of tasks.

Considered an Asset:

- Experience in healthcare, biotechnology, medical diagnostics, laboratory operations, or a related industry.
- Experience with international shipping, customs documentation, and courier management.
- Familiarity with specimen logistics, temperature-controlled shipments, or regulated products.
- Experience supporting healthcare practitioners, patients, or medical service providers.
- Experience creating operational processes or implementing new systems.
- Experience with CRM, inventory management, order management, or laboratory information systems.

A scientific or medical background is not required. Operational excellence, sound judgment, resourcefulness, and a willingness to learn are more important.

Who Will Thrive in This Role?

You are someone who:

- Takes ownership: You don't assume someone else will handle a problem. You make sure it gets resolved.
- Thinks ahead: You anticipate what could go wrong and take action before it does.
- Is exceptionally resourceful: When you encounter something unfamiliar, you investigate, ask questions, and figure it out.
- Communicates consistently: You understand that even when there isn't an immediate answer, people deserve an update.
- Enjoys variety: You are equally comfortable responding to patient emails, troubleshooting a customs delay, organizing inventory, or building a better tracking spreadsheet.
- Is detail-oriented: You understand that accuracy matters when handling sensitive information, diagnostic testing, and international shipments.
- Can prioritize: You know how to distinguish between what is urgent, what is important, and what can wait.
- Is adaptable: You thrive in a growing company where responsibilities evolve and new challenges emerge.
- Finishes what you start: You don't consider a task complete until the outcome has been achieved.

What Success Looks Like

Success in this role means:

- Patient and practitioner communications are consistently acknowledged and addressed promptly.
- Voicemails, emails, and outstanding inquiries are tracked and followed through.
- Approved test results are distributed efficiently and without avoidable administrative delays.
- Shipments are monitored, and customs or delivery problems are identified and addressed proactively.
- Testing kits are consistently available, correctly assembled, and efficiently distributed.
- Incoming kits and specimens are accurately tracked and processed.
- Practitioner accounts, pricing arrangements, and discount codes are organized and maintained.
- Inventory, supplies, and designated storage areas are orderly and accurately tracked.
- Operational problems are solved, systems improve, and leadership can rely on daily business activities running effectively.

Why Join Conceivium Biotech?

This is an opportunity to play an important role in a growing biotechnology company working to improve reproductive healthcare through better diagnostic information.

You will have the opportunity to take meaningful ownership of business operations, introduce improvements, solve interesting challenges, and contribute directly to the experience of patients and healthcare practitioners.

We are looking for someone who wants more than a traditional administrative position. We want someone who takes pride in building an organized, efficient, responsive business and who is energized by the opportunity to make a real difference.

If you're the person everyone turns to when something needs to get done, we'd love to hear from you.

Pay: $45,000.00-$55,000.00 per year

Benefits:

- Company events
- On-site parking
- Paid time off
- RRSP match

Work Location: In person

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