Project Design Manager - Client Services

📍 Job Overview

Job Title: Project Design Manager - Client Services

Company: LabConnect

Location: Johnson City, Tennessee, United States

Job Type: Full-Time

Category: Operations / Project Management / Client Services

Date Posted: 2026-08-10T05:00:00

Experience Level: Mid-Senior Level (3-6 years)

Remote Status: On-site

🚀 Role Summary

• Manage the end-to-end setup and amendment of clinical trial projects, ensuring accurate translation of client requirements into project deliverables.

• Serve as a key subject matter expert (SME) for project initiation, providing critical insights during internal and external discussions.

• Drive process efficiency and uphold quality standards within the Client Services department by contributing to operational documentation and best practices.

• Coordinate cross-functionally with internal departments and external clients (Sponsors, CROs) to ensure seamless project execution and adherence to timelines.

• Develop and refine critical project documentation, including Operational Specification Documents (OSDs), customized test requisitions, laboratory manuals, and collection kit specifications.

📝 Enhancement Note: This role bridges project management, client services, and operational documentation within the clinical research sector. The "Project Design Manager" title suggests a focus on the initial configuration and strategic planning of clinical trials from a laboratory services perspective, emphasizing the creation and maintenance of documentation that dictates study execution. The role requires a strong understanding of both client needs and internal operational capabilities.

📈 Primary Responsibilities

• Lead the creation and revision of Operational Specification Documents (OSDs) for clinical trials, accurately capturing client requirements for studies of varying complexity.

• Develop and update customized test requisitions, laboratory manuals, and collection kit specifications to align with study protocols and client needs.

• Act as the primary project contact for Sponsors and Contract Research Organizations (CROs), maintaining clear communication channels and ensuring adherence to project timelines.

• Represent the project as a Subject Matter Expert (SME) in internal and external meetings, providing essential information to Project Managers and other stakeholders.

• Manage and communicate project setup progress through regular status updates to Project Management and Client Services leadership.

• Translate complex client requirements into actionable steps for problem-solving and issue resolution, applying creative solutions while maintaining internal standards.

• Interpret and understand project-specific budgets, ensuring alignment with study scope and deliverables.

• Interface with internal functional departments (e.g., IT, Laboratory Operations) to facilitate database setup and communicate study-specific needs effectively.

• Collaborate with colleagues to confirm the timely completion of all setup-related tasks, ensuring a smooth project handover.

• Contribute to project-specific training for internal staff, sharing knowledge and best practices.

• Mentor and train new team members, fostering knowledge transfer and adherence to established procedures.

• Create or oversee the development of training materials, templates, job aids, and Standard Operating Procedures (SOPs) to support team development and process standardization.

• Perform additional tasks as assigned to support departmental and organizational objectives, demonstrating flexibility and a commitment to team success.

📝 Enhancement Note: The responsibilities highlight a critical role in the early stages of clinical trial project lifecycle management, specifically focusing on the operational and documentation aspects. The emphasis on OSDs, lab manuals, and client communication positions this as a key liaison role. The training and mentorship components suggest a potential for growth and leadership within the team.

🎓 Skills & Qualifications

Education:

• Bachelor's degree (B.A./B.S.) from a four-year college or university.

• Alternatively, an Associate's degree (A.S.) with a stronger emphasis on relevant experience. Experience:

• Minimum of 3 years of setup-related experience and/or project management experience.

• For Bachelor's degree holders: Minimum of 3 years of setup-related and/or project management experience.

• For Associate's degree holders: 5-6 years of central laboratory or related clinical experience, including at least 3 years of setup-related and/or project management experience.

• Experience in customer service, clinical research, central laboratory operations, or project management outside of LabConnect will be considered. Required Skills:

• Exceptional attention to detail and strong organizational skills.

• Proven problem-solving and critical thinking abilities.

• Excellent interpersonal, verbal, and written communication skills.

• Demonstrated ability to manage multiple priorities and adhere to strict timelines.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

• Ability to interpret and analyze general business information, technical procedures, and instructions.

• Experience in customer service and client relationship management.

• Self-motivation with the ability to work independently and collaboratively within a team.

• Ability to make well-thought-out decisions and adapt to changing environments.

• Experience in budget management and applying mathematical concepts to financial analysis.

• Ability to write clear and concise business correspondence and procedure manuals. Preferred Skills:

• Direct experience with clinical trial setup processes.

• Familiarity with central laboratory services and their operational requirements.

• Experience developing or managing Operational Specification Documents (OSDs) or similar technical documentation.

• Knowledge of Good Clinical Practice (GCP) guidelines and regulatory requirements in the pharmaceutical/biotech industry.

• Experience in training development or mentorship.

• Understanding of data analysis and metrics reporting within a project management context.

📝 Enhancement Note: The dual educational requirement (Bachelor's or Associate's with commensurate experience) indicates flexibility. The emphasis on "setup-related experience" is crucial, pointing towards a need for candidates who understand the foundational processes of clinical trial initiation from a service provider's perspective. The requirement for strong communication and problem-solving skills is typical for client-facing roles, but here it's specifically tied to translating technical client needs into operational realities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase examples of detailed operational documentation (e.g., OSDs, SOPs, lab manuals) that demonstrate clarity, accuracy, and adherence to standards.

• Include case studies or project summaries illustrating successful management of clinical trial setups or amendments, highlighting challenges overcome and solutions implemented.

• Demonstrate experience in translating client requirements into actionable project plans and documentation.

• Present examples of cross-functional coordination and communication strategies used to achieve project milestones.

• Quantify achievements where possible, such as improvements in setup timelines, error reduction, or client satisfaction metrics. Process Documentation:

• Evidence of creating or significantly contributing to the development and refinement of Standard Operating Procedures (SOPs) related to project setup and client service processes.

• Examples of workflow design or optimization that led to increased efficiency or improved quality in project initiation or amendment processes.

• Documentation demonstrating how you have ensured adherence to established timelines, processes, and procedures within a project context.

• Portfolio pieces that illustrate your ability to analyze and interpret varied instructions and translate them into standardized operational outputs.

📝 Enhancement Note: For a role focused on project design and documentation, a portfolio is crucial. It should not only display written work but also evidence of process thinking and problem-solving. Candidates should be prepared to discuss the methodologies behind their documentation and project management approaches.

💵 Compensation & Benefits

Salary Range:

Based on regional data for Project Design Managers with 3-6 years of experience in the healthcare/biotech sector in Tennessee, the estimated salary range is $70,000 - $95,000 per year. This estimate considers the cost of living in Johnson City, TN, the specialized nature of the role within the clinical research industry, and the experience level required.

Benefits:

• Financial Security: Includes a competitive base salary, 401k with company match, and potential for annual bonus eligibility.

• Comprehensive Health Coverage: Health benefits are available starting from the date of hire.

• Work-Life Balance: A robust PTO plan, plus 11 paid company holidays, and an additional day dedicated to volunteering in the community.

• Protection & Assurance: Short-term and long-term disability insurance, life insurance, and Accidental Death & Dismemberment (AD&D) coverage.

• Inclusive Culture: LabConnect celebrates diversity and fosters an inclusive environment, contributing to a positive and respectful workplace. Working Hours:

The role is full-time, typically around 40 hours per week. While the role is on-site, there may be some flexibility in daily scheduling, but adherence to project deadlines and client needs is paramount.

📝 Enhancement Note: The salary range is an estimate based on common industry benchmarks for similar roles in the specified region. Actual compensation may vary based on the candidate's specific qualifications, experience, and internal company compensation structures. The benefits package appears comprehensive, catering to financial well-being, health, and personal time.

🎯 Team & Company Context

🏢 Company Culture

Industry: LabConnect operates within the Pharmaceutical, Biotechnology, and Clinical Research Organization (CRO) sectors, providing essential Central Laboratory Services and Functional Service Provider (FSP) Solutions. This industry context means the work is critical, often complex, and directly impacts the development of new medicines.

Company Size: LabConnect is a growing organization, likely falling into the mid-size category (500-1,000 employees, based on typical industry growth patterns for such specialized service providers). This size often allows for a balance between established processes and agility, with opportunities for individual impact.

Founded: While the exact founding date isn't provided, the company's focus on modern clinical trial needs suggests it is a relatively established player in the market, likely founded in the late 20th or early 21st century.

Team Structure:

• The Client Services department likely includes roles focused on project management, client communication, and operational support. The Project Design Manager would likely report into a manager within Client Services or Project Management.

• The team size is expected to be manageable, allowing for close collaboration and efficient information flow.

• Cross-functional collaboration is essential, requiring close partnerships with laboratory operations, scientific affairs, IT, and sales/business development teams. Methodology:

• Data-driven decision-making is implied, given the nature of clinical trials and laboratory services.

• Emphasis on process optimization and quality standards is evident in the job description.

• Client-centricity is a core value, meaning the team must be adept at understanding and meeting external stakeholder needs.

Company Website: https://www.labconnect.com/

📝 Enhancement Note: LabConnect positions itself as a global, innovative, and client-focused service provider in the life sciences. The company culture emphasizes people, quality, customer focus, technology, and accountability, which are key drivers for success in operations and client-facing roles.

📈 Career & Growth Analysis

Operations Career Level: This role is typically considered a mid-to-senior level position. It requires a solid foundation in project management and operational processes within a specialized industry, alongside the ability to mentor others. It's a crucial role that supports the core client service function.

Reporting Structure: The Project Design Manager likely reports to a Senior Project Manager, Manager of Client Services, or potentially a Director within the Operations or Client Services division. They will also work closely with Project Managers who may or may not be in their direct reporting line.

Operations Impact: This role has a direct impact on the successful initiation and execution of clinical trials. By accurately designing and documenting study protocols, the Project Design Manager ensures that LabConnect can deliver high-quality, timely laboratory services. This directly influences client satisfaction, retention, and the company's reputation in the pharmaceutical and biotech industries, ultimately contributing to revenue generation and the advancement of new medicines.

Growth Opportunities:

• Specialization: Potential to become a Subject Matter Expert (SME) in specific types of trials or laboratory services, leading to more complex project assignments.

• Leadership: Progression to Senior Project Design Manager, Project Manager, or Managerial roles within Client Services or Project Management departments.

• Process Improvement: Opportunity to lead initiatives focused on refining setup processes, documentation standards, and internal training programs.

• Mentorship: Developing leadership skills through mentoring junior team members, which can be a stepping stone to formal management roles.

• Cross-Functional Mobility: Potential to move into related operational roles within the broader life sciences or clinical research industry.

📝 Enhancement Note: The role is positioned as an integral part of the client service and project initiation process. Growth opportunities are tied to developing expertise, leadership capabilities, and contributing to the operational excellence of the department and company.

🌐 Work Environment

Office Type: This is an on-site role, indicating a traditional office environment. The company emphasizes collaboration and provides a structured workspace.

Office Location(s): Johnson City, Tennessee, United States. This location is where the primary work activities will be performed.

Workspace Context:

• The workspace will likely be a standard office setting, requiring prolonged periods of sitting and computer work.

• Access to necessary office equipment, including computers and communication tools (headphones for calls), is expected.

• The environment supports collaboration, with opportunities for interaction with colleagues and participation in team meetings.

• The company culture promotes an open line of communication, suggesting a supportive and communicative work atmosphere.

Work Schedule: The role is full-time, typically 40 hours per week. While the position is on-site, the emphasis on managing client needs and project timelines means that occasional flexibility or extended hours might be necessary during peak periods, though the core schedule is standard.

📝 Enhancement Note: The on-site requirement is a key factor for candidates. The description implies a professional office setting conducive to focused work and team interaction, typical of a company supporting complex scientific operations.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit. Be prepared to discuss your resume and why you're interested in LabConnect and this specific role.

2. Hiring Manager Interview: A more in-depth discussion with the hiring manager, focusing on your project management experience, understanding of clinical trial processes, and problem-solving abilities. Expect questions about your experience with documentation, client interaction, and cross-functional collaboration.

3. Team/SME Interview: You may meet with team members or Subject Matter Experts (SMEs) from Client Services or Operations. This stage assesses your ability to collaborate, your technical knowledge, and your fit within the team dynamic.

4. Portfolio Review/Case Study: Be prepared to present and discuss specific examples from your portfolio that demonstrate your experience with OSDs, project setup, and client requirement translation. A hypothetical case study related to designing a clinical trial setup might be presented, requiring you to outline your approach.

5. Final Interview: Potentially a final interview with a senior leader to confirm overall fit and discuss career aspirations.

Portfolio Review Tips:

• Structure: Organize your portfolio to clearly showcase your contributions to project setup, documentation creation (OSDs, manuals), and client communication.

• Quantify: Use metrics whenever possible to demonstrate the impact of your work (e.g., "reduced setup time by X%", "improved accuracy of OSDs by Y%").

• Process Focus: For each example, clearly articulate the process you followed, the challenges you faced, and the solutions you implemented.

• Client Centricity: Highlight instances where you successfully translated client needs into operational requirements and maintained strong client relationships.

• Conciseness: Be prepared to walk through your portfolio efficiently, focusing on the most relevant examples for this specific role.

Challenge Preparation:

• Scenario-Based Questions: Anticipate questions asking how you would handle specific client requests, resolve conflicting requirements, or manage a project amendment.

• Documentation Scenarios: Be ready to discuss how you would approach creating an OSD for a complex trial or troubleshooting an issue with a lab manual.

• Process Improvement: Prepare to discuss how you've improved processes in previous roles or how you would approach improving LabConnect's project setup procedures.

• Collaboration: Think about examples where you effectively collaborated with different departments to achieve a common goal.

📝 Enhancement Note: The interview process is likely to be thorough, with a strong emphasis on practical experience and the ability to demonstrate past performance through a portfolio. Candidates should be ready to articulate their understanding of clinical trial operations and client service in this specialized context.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft Office Suite: Proficient use of Word for document creation, Excel for data management and budget tracking, and PowerPoint for presentations is explicitly required.

• Project Management Software: While not explicitly named, candidates should be comfortable with project management tools (e.g., Asana, Jira, Microsoft Project, or proprietary systems) for tracking tasks, timelines, and client communications.

• Document Management Systems: Experience with systems for storing, versioning, and collaborating on documents is likely beneficial.

Analytics & Reporting:

• Spreadsheet Software (Excel): Essential for data analysis, budget management, and reporting on project setup metrics.

• Internal Reporting Tools: Familiarity with any internal systems LabConnect uses for tracking project status, client feedback, and operational efficiency.

CRM & Automation:

• CRM Software: Experience with Customer Relationship Management (CRM) systems (e.g., Salesforce, HubSpot) could be advantageous for managing client interactions and project history, though not explicitly mentioned as a requirement.

• Communication Platforms: Proficiency with tools like Microsoft Teams, Zoom, or similar for virtual meetings and internal/external communication.

📝 Enhancement Note: The primary technical requirement is proficiency in Microsoft Office. However, given the role's nature, adaptability to various project management and communication platforms used within LabConnect is expected. Candidates should highlight any experience with industry-specific software if applicable.

👥 Team Culture & Values

Operations Values:

• People First: Demonstrates empathy, supports team members, and prioritizes well-being.

• Quality Focused: Meticulous attention to detail, commitment to accuracy, and adherence to high standards in all documentation and processes.

• Customer Centered: Proactive in understanding and meeting client needs, ensuring clear communication and positive relationships.

• Technology Driven: Open to leveraging technology to improve efficiency and streamline processes, though the role's primary focus is on documentation and project design.

• Accountability Always: Takes ownership of tasks, responsibilities, and outcomes, ensuring commitments are met.

Collaboration Style:

• Cross-functional Integration: Works effectively with diverse internal departments (e.g., Lab Ops, IT, Sales) to achieve project goals.

• Proactive Communication: Maintains open and regular communication with clients, Project Managers, and leadership.

• Mentorship & Knowledge Sharing: Willingness to train and support new team members, contributing to a culture of continuous learning and development.

• Problem-Solving Orientation: Approaches challenges collaboratively, seeking input and solutions from team members and stakeholders.

📝 Enhancement Note: The company's stated values provide a strong framework for understanding expected behaviors and priorities. Candidates should align their responses and examples with these core values, particularly in areas like customer focus, quality, and accountability.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Client Demands with Internal Capabilities: Effectively translating unique client requests into feasible operational designs while adhering to LabConnect's standard processes and resource constraints.

• Managing Complex Project Setups: Handling multiple, intricate clinical trial projects simultaneously, each with unique documentation and coordination requirements.

• Adapting to Evolving Study Designs: Keeping pace with the increasing complexity of clinical trial protocols and ensuring documentation accurately reflects these changes.

• Cross-Departmental Alignment: Facilitating smooth collaboration and communication between various internal teams that may have different priorities or workflows.

• Maintaining Documentation Accuracy: Ensuring all project documentation is up-to-date, accurate, and compliant with study requirements and regulatory standards.

Learning & Development Opportunities:

• Deepening Clinical Trial Expertise: Gaining in-depth knowledge of various therapeutic areas, trial phases, and specific laboratory testing methodologies.

• Process Improvement Leadership: Opportunities to lead or contribute to projects aimed at enhancing the efficiency and effectiveness of project setup and documentation processes.

• Mentorship and Training Skills: Developing coaching and leadership capabilities through training new hires and junior staff.

• Exposure to Global Operations: Understanding the nuances of international clinical trials and client needs.

• Career Advancement: Potential pathways into Senior Project Management, Operations Management, or specialized client-facing roles within LabConnect.

📝 Enhancement Note: The challenges highlight the dynamic and demanding nature of the role. Growth opportunities are directly linked to mastering these challenges and expanding one's expertise within the clinical research operations domain.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to translate a complex client requirement into a detailed operational document. What was your process, and what was the outcome?"

• "How do you ensure accuracy and completeness when creating or revising Operational Specification Documents (OSDs) for clinical trials?"

• "Walk me through your experience managing project amendments. What are the key considerations and steps you take?"

• "How do you prioritize tasks when managing multiple clinical trial setups with competing deadlines?"

• "Describe a situation where you had to resolve a conflict or misunderstanding between a client and an internal team. How did you approach it?" Company & Culture Questions:

• "Based on our company values (People First, Quality Focused, Customer Centered, Technology Driven, Accountability Always), how would you demonstrate these in your role as a Project Design Manager?"

• "Why are you interested in LabConnect and our mission to advance clinical trials?"

• "How do you stay updated on industry best practices and regulatory changes relevant to central laboratory services?"

• "Describe your experience working in a collaborative team environment. How do you contribute to team success?" Portfolio Presentation Strategy:

• Select Key Examples: Choose 2-3 projects that best demonstrate your ability to design, document, and manage clinical trial setups or amendments. Focus on projects with clear challenges and successful outcomes.

• Structure Your Narrative: For each project, follow the STAR method (Situation, Task, Action, Result). Clearly explain the context, your specific role and responsibilities, the actions you took, and the measurable results achieved.

• Highlight Documentation: Specifically showcase examples of OSDs, lab manuals, or test requisitions you've developed. Explain the purpose and key components of these documents.

• Emphasize Client Interaction: Detail how you managed client expectations, communicated progress, and resolved issues.

• Be Prepared for Questions: Anticipate questions about your decision-making process, your approach to problem-solving, and your understanding of the clinical trial lifecycle.

📝 Enhancement Note: Interview preparation should focus on demonstrating practical experience, a strong understanding of the clinical research environment, and alignment with LabConnect's values. The portfolio review is a critical component, so candidates must be well-prepared to discuss their work in detail.

📌 Application Steps

To apply for this Project Design Manager position:

• Submit your application through the provided link on the LabConnect careers portal.

• Tailor Your Resume: Highlight specific experiences related to clinical trial setup, OSD development, project management, client services, and cross-functional coordination. Use keywords from the job description.

• Prepare Your Portfolio: Curate a selection of your best work showcasing operational documents (OSDs, manuals), project summaries, and examples of process improvement or client management. Be ready to discuss these in detail.

• Research LabConnect: Familiarize yourself with LabConnect's services, mission, values, and recent news to demonstrate your interest and understanding of the company.

• Practice Interview Responses: Prepare answers to common interview questions, focusing on the STAR method and aligning your experiences with the role's requirements and LabConnect's culture. Practice presenting your portfolio.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.