Director, Product Operations - Workforce Health Solutions

The Director of Product Operations – WHS leads the commercialization, operational enablement, and lifecycle management for Quest’s Workforce Health Solutions product portfolio across both the Workplace Drug Screening (OHS) and Employer Population Health (EPH) segments. Reporting directly to the Sr. Director of Product Development – WHS, this leader acts as the operational execution head of the product organization, managing a team of specialized Product Managers to translate business strategy into scalable, profitable solutions.

The Director oversees the end-to-end product value chain—spanning physical kit logistics, clinical laboratory integration, digital reporting, and platform connectivity. By establishing robust operational infrastructure, standardizing cross-functional support processes, and defining clear SLAs, this leader bridges the gap between product development, internal business units, and daily commercial operations. Through close collaboration with sales, IT (HTAS), clinical operations, and regulatory affairs, they ensure the portfolio achieves annual operating plan (AOP) objectives, maximizes operating margins, and delivers a seamless client experience.

• Standardize Operational Playbooks: Establish, codify, and scale operational processes, customer onboarding playbooks, and service-level agreements (SLAs) across both lines of business.
• Full Portfolio Lifecycle Management: Oversee the end-to-end development lifecycles of all core products—from receipt of validated innovation concepts to commercialization, scaling, continuous optimization, and eventual portfolio rationalization.
• Operational Integration & Excellence: Partner closely with Clinical Operations, Lab Administration, Logistics, and Customer Service to optimize end-to-end workflows. Define, track, and report onkey performance indicators (KPI’s) regarding platform stability, feature utilization, support resolution times and business unit readiness. Solve operational friction points and improve product scalability using structured problem-solving methodologies (e.g., STP).
• Platform & Digital Strategy Execution: Coordinate with technical, development, and support teams to manage and optimize the interface of OHS and EPH services with broader Quest digital platforms. Ensure robust data flow, automated reporting, and modern digital toolsets.
• Financial & Margin Management: Support the Sr. Director in achieving division-wide AOP revenue, volume, and margin targets. Actively manage portfolio pricing, identify cost-reduction opportunities, and drive operating margin (OM) expansion.
• Cross-Functional Collaboration: Lead large, matrixed squads (comprising IT/HTAS, Legal, Compliance, Sales Operations, and Brand Marketing) to ensure product and feature rollouts are executed on-time, within budget, and in full compliance with regulatory requirements. Partner with marketing and clinical operations to design strategies that increase participant engagement on MyHQ and portal utilization across ESP and QTN.
• Strategic Business Partnership: Act as the primary interface between senior Quest Business Unit (BU) leaders, clinical operations, sales executives, and the Product Development team.
• Regulatory & Quality Oversight: Ensure all products, collection methods, and platform integrations comply with applicable healthcare and workplace safety laws (e.g., DOT and non-DOT screening protocols, HIPAA, GINA, and clinical lab standards).
• Commercial Enablement: Collaborate with Commercial Sales and Brand Marketing to develop persuasive, market-facing value propositions, launch tools, and technical documentation. Support the sales team during strategic client interactions or program-end business reviews.
• People Management: Direct, mentor, and coach a growing team of Senior Managers and Product Support Specialists. Create culture of operational excellence, accountability, and user experience.
• Resource Optimization: Strategically allocate operational and support resources across the Population Health and Occupational Health portfolios to balance business unit needs and demands.
• Career Pathing: Define performance metrics, technical training pathways, and career development plans for members of the Product Operations organization.

Required Work Experience: 

• 8+ years of progressive product management, product development, or operational leadership experience in healthcare, clinical diagnostics, workplace safety, or B2B2C corporate wellness.
• At least 2–3 years of direct people management experience, ideally leading product management or cross-functional project teams.
• Demonstrated track record of scaling digital platforms, managing physical product logistics, or launching complex B2B services.

Preferred Work Experience: 

• Familiarity with occupational health services, clinical toxicology/drug screening, or laboratory information systems (LIS).
• Experience working in a highly regulated industry (FDA, DOT, SAMHSA, CAP/CLIA).
• Experience using Lean management principles, Agile/Scrum methodologies, or structured process-improvement tools.

Technical/Job Specific Knowledge: 

• Strong familiarity with agile software development methodologies (Scrum, Kanban) and the software development lifecycle (SDLC).
• Solid financial acumen; ability to model product profitability, evaluate pricing models, and analyze P&L components.
• Understanding of digital integration protocols (APIs, HL7 data flows) and platform interfaces.
• Microsoft Office Suite: Word, Outlook, Excel, SharePoint.

Skills: 

• Extremely strong written and oral communication and excellent influencing/collaboration skills across many functions and levels
• Demonstrated ability to independently lead strategic, cross-functional initiatives. 
• Analytical skills, including the ability to analyze financial, volume, and market data

Work Environment:

• Hybrid work environment, in the office minimum 3 days per week.
• Travel Required
• English Required

Education:

• Bachelor’s degree in Business Administration, Healthcare Administration, Information Technology, or a related field. (Required)
• Master of Business Administration (MBA) or Master of Public Health (MPH). (Preferred)