Job description
Reporting to the Director, Commercial Operations will oversee all aspects of project management, coordination, and implementation for antibody discovery, antibody optimization, antibody expression and purification, libraries, and other related SynBio/Biopharma businesses. This role manages all communications to ensure project initiation and completion to customer satisfaction, interfacing with customers, internal scientific and business teams, finance, and legal regarding agreements, proposals, pricing, statements of work, shipments, and invoicing.
What You’ll Be Doing
- Manage and supervise the project management team, assessing their skills and tools to effectively direct customer and business development inquiries to appropriate expertise.
- Directly respond to or route all incoming inquiries from customers and business development to the relevant internal teams.
- Oversee all project phases, including feasibility analysis, scheduling, scope definition, execution, troubleshooting, and tracking to completion.
- Collaborate with lab teams to resolve project issues or identify alternative workflows.
- Define project priorities, scope, approach, resource requirements, timelines, deliverables, and budget.
- Provide timely and professional updates to customers and internal stakeholders on project progress.
- Develop expertise in scientific workflows and customer applications.
- Maintain and update project lists (WIP and completed) through weekly update meetings.
- Provide written project updates as agreed with customers.
- Track project management and operational metrics (e.g., response rate, conversion rate, project success rate).
- Work with cross-functional teams to develop service menus, add-on services, COGS, and pricing.
- Generate customer proposals, quotes, Statements of Work (SOW), and Research Plans.
- Support the review of legal documents (e.g., NDAs, MSAs).
- Partner with lab teams to manage operational capacity utilization and throughput.
- Collaborate with cross-functional teams to develop processes for order intake, project progression, shipment/delivery, and information sharing.
- Participate in sales team training and support sales activities.
- Contribute to the creation of content collateral and product messaging.
- Manage “ad hoc” projects as needed.
What You’ll Bring to the Team
- 5+ years of relevant experience in life sciences or a related field, with over 2 years in a customer-facing role.
- Bachelor’s degree in Biology, Chemistry, or a related field required; advanced degree and/or hands-on laboratory experience are a plus.
- Demonstrated ability in customer communication from inquiry to service delivery.
- Strong understanding of service offerings and customer workflows.
- Proven ability to influence cross-functional teams and collaborate effectively with customers, internal operations, and sales teams.
- Track record of successfully managing projects to meet customer expectations.
- Exceptional leadership, teamwork, and communication skills.
- Proactive, high-energy, and positive attitude with a “can-do” mindset.
About Twist Bioscience
Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.
At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.
Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.
