Operations & Customer Experience Manager

Über den Job

Role Summary:

Heartbeat Mobile Labs is a start-up building a new category of healthcare delivery: mobile laboratories that bring onsite preventive health screening to organizations combining mobile diagnostics, same-day results & digital follow-up.

We are looking for a hands-on Operations & Customer Experience Manager to help run and scale the daily backbone of our mobile lab operations across Switzerland. This role sits at the intersection of logistics, healthcare operations, customer coordination, and field execution.

You will ensure that our mobile labs are fully equipped, compliant, and operational every day - while also acting as a key interface between suppliers, partners, customers, and internal teams. This is a build-from-scratch role in a fast-moving startup environment, where structure is created, not inherited.

The position starts part-time with a clear progression to full-time as operations scale across Zurich / Zug and beyond.

Key Responsibilities:

 1. Mobile Lab Operations & Logistics

• Manage daily operational readiness of mobile labs (“labs on wheels”)
• Coordinate parking, routing, and field logistics for mobile units
• Oversee vehicle inspections, documentation, and compliance checks
• Coordinate maintenance, servicing, and repair activities with providers

2. Inventory Management

• Manage stock levels for consumables, lab cartridges, and medical supplies
• Track expiry dates and ensure regulatory-compliant inventory rotation
• Coordinate procurement and supplier orders
• Maintain accurate inventory tracking systems and improve data accuracy

3. Supplier & Partner Management

• Manage relationships with distributors and suppliers
• Support negotiation, ordering processes, and delivery coordination
• Ensure continuity of supply for critical lab operations

4. Customer & Field Support

• Support customer meetings and on-site operations when required
• Provide operational support for customer-facing activities
• Handle customer service coordination and issue resolution

5. Process Development & Improvement

• Identify inefficiencies in operational workflows
• Build and improve systems for inventory, logistics, and scheduling
• Contribute to automation and digitalization of operations

6. General Startup Operations

• Manage procurement of office and operational equipment (IT, devices, supplies)
• Support ad-hoc operational tasks across the business as needed
• Act as a flexible “problem solver” across operational domains

Requirements:

Must-Have

• Fluent German and English (professional working level or native)
• Entrepreneural spirit
• Experience in Operations, Logistics, Customer Service, or similar field
• Comfortable working in a fast-paced, unstructured startup environment
• Strong organizational and execution skills
• Valid driving license (for vehicle-related coordination)

Nice-to-Have

• Prior business experience (start-up: successful or unsuccessful)
• French is an advantage
• Prior lab experience (any role: Ops, technician, assistant, QA, logistics, etc.)
• Experience in healthcare, diagnostics, or medical devices
• Experience working with suppliers or distributors
• Familiarity with inventory systems or ERP tools