Customer Operations Coordinator - Operations

About Signant Health
At Signant Health, we help bring life-changing treatments to patients faster. We are a global evidence generation company supporting clinical trials through smart technology, scientific expertise, and hands-on operational support — because better data leads to better healthcare decisions. Our teams work at the intersection of science, technology, and patient experience, delivering digital solutions that make clinical trials more efficient, accurate, and accessible worldwide. Trusted by leading pharmaceutical companies and CROs, our platforms and services support studies in more than 90 countries and have contributed to hundreds of new drug approvals. If you are motivated by meaningful work, global impact, and innovation in clinical research and digital health, you will find purpose — and opportunity — at Signant Health.


About the Role

Drives operational excellence and continuous improvement across a portfolio of clinical trial projects by identifying inefficiencies, standardizing processes, and implementing solutions that enhance team performance. Coordinates supply chain operations for electronic devices and project supplies while applying structured problem-solving methodologies to optimize workflows, reduce errors, and improve customer satisfaction. Partners with logistics specialists and import/export teams to ensure compliance while focusing on process optimization, root cause analysis, and measurable performance improvements across the supply chain operations team.

What you will do

1. Continuous Improvement & Process Optimization: Lead systematic analysis of supply chain workflows using Lean, Six Sigma, or quality engineering methodologies to identify inefficiencies, eliminate waste, and standardize processes across the operations team. Implement process improvements and drive operational excellence initiatives that enhance forecasting accuracy, reduce cycle times, improve data quality, and increase customer satisfaction. Create process documentation, standard operating procedures, and training materials to scale improvements across the team.
2. Project & Order Coordination: Coordinate supply chain operations for single projects or across a portfolio of multiple concurrent projects, leading order placement activities to ensure accuracy in order specifications, creating precise shipment orders with clear operational instructions to warehouse teams, and identifying cross-project dependencies, synergies, and opportunities for operational efficiency
3. Supply Planning: Collaborate with project managers to review supply needs for projects, forecast requirements, monitor inventory levels, and ensure adequate stock is available and positioned in the right warehouse locations per project needs
4. Shipment Documentation: Develop and maintain shipment-specific internal and external export/import documentation in compliance with country-specific regulations and customs requirements
5. Logistics & Documentation Coordination: Partner with Import/Export Specialist and third-party logistics providers to coordinate shipment arrangements, track deliveries, and resolve issues. Support documentation requirements by providing clear operational information to compliance specialists.
6. Stakeholder Communication: Provide timely, detailed updates to project teams, customers, and external stakeholders regarding shipment status, logistics timelines, supply availability, and country-specific import/export requirements
7. Project Engagement: Participate in project kick-off meetings and customer calls to establish supply chain operational requirements, supply forecasting parameters, and maintain proactive stakeholder communication throughout project lifecycle
8. Continuous Improvement & Issue Resolution: Lead root cause analysis of operational errors, manage complex investigations and escalations, and drive continuous improvement initiatives to enhance supply chain performance, forecasting accuracy, and customer satisfaction
9. Team Development: Mentor and train supply chain team members on operational processes, forecasting methodologies, best practices, and compliance requirements

Decision Making and Influence
1. Independently manages stakeholder expectations for device and supply shipments across multiple complex projects
2. Provides expert guidance to project teams on supply chain best practices, process standards, and operational requirements.
3. Drives operational efficiency and customer satisfaction through proactive problem-solving, accurate forecasting, and strategic coordination
4. Acts as trusted advisor to Project Managers and customers on all supply chain, logistics, and inventory planning matters
5. Contributes to financial accountability by implementing best practices in supply f