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.