Director, Support Operations
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AI Summary
This role involves overseeing a team responsible for delivering exceptional technical and customer support to sponsors, site users, and study participants, including hiring, developing, and managing team members while ensuring adequate staffing and resources. Key duties include driving operational excellence by managing ticketing and escalations, establishing performance standards, leading continuous improvement, optimizing processes using AI, and ensuring product support readiness for new releases.
Company Information
Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical Ink is rewriting the clinical development experience.
Job Description
Clinical Ink is seeking a Director, Support Operations to join our Support Operations team based remotely across the United States. In this role, you will be responsible for overseeing a team that delivers exceptional technical and customer support to sponsors, site users, and study particpants. You will hire, develop, and manage team members while ensuring the appropriate staffing coverage and equipping the team with training, tools, and documentation needed to succeed. The ideal candidate will drive operational excellence in a high-volume, high-availability support environment by managing ticketing and escalation processes, establishing KPI-driven performance standards, and leading continuous improvement initiatives. This role will also focus on optimizing support processes, leveraging AI and knowledge management to increase efficiency, identifying support trends, and partnering with internal teams to ensure product support readiness for new releases and an exceptional end-user experience. The Director, Support Operations' responsibilities include:
Clinical Ink is the global life science company that brings data, technology, and patient science together to unlock clinical discovery. Our deep therapeutic-area expertise, coupled with Direct Data Capture, eCOA, eConsent, telehealth, neurocognitive testing, and digital biomarkers advancement, drive the industry standard for data precision and usher in a new generation of clinical trials. With offices in Philadelphia, PA, Winston Salem, NC, and Iowa City, IA, Clinical Ink is rewriting the clinical development experience.
Job Description
Clinical Ink is seeking a Director, Support Operations to join our Support Operations team based remotely across the United States. In this role, you will be responsible for overseeing a team that delivers exceptional technical and customer support to sponsors, site users, and study particpants. You will hire, develop, and manage team members while ensuring the appropriate staffing coverage and equipping the team with training, tools, and documentation needed to succeed. The ideal candidate will drive operational excellence in a high-volume, high-availability support environment by managing ticketing and escalation processes, establishing KPI-driven performance standards, and leading continuous improvement initiatives. This role will also focus on optimizing support processes, leveraging AI and knowledge management to increase efficiency, identifying support trends, and partnering with internal teams to ensure product support readiness for new releases and an exceptional end-user experience. The Director, Support Operations' responsibilities include:
- Manage, support, and develop Product Support, Escalation Support, and Data Change employees by:
- Interviewing, hiring, training, managing, and terminating employees.
- Managing employee schedules to ensure appropriate coverage based on volumes and geographic variability within the customer base.
- Providing employees with continuous feedback and development opportunities.
- Ensuring appropriate training, documentation, and tools are made available and continually refreshed for use by Product Support employees.
- Provide world class delivery of problem resolution to customers and end-users, including, but not limited to, Sponsors, CRO customers, site users, and study participants by establishing and meet/exceed best-practice methodologies and metrics-based KPIs in a global, high-volume, high-availability, support environment.
- Drive efficiencies and standardization in Product Support processes/ procedures to optimize the customer and employee experience. Implement AI, as appropriate, to drive efficiency and lower time to full capacity for new hires.
- Develop and manage a robust process for identifying technical and customer service related training needs and management of knowledge base.
- Oversee ticket handling and escalation process in accordance with established documentation, procedures, and service level agreements to ensure a positive customer experience.
- Develop, manage, and lead continuous process improvement strategies and initiatives to enable staff success.
- Ensure all client and internal escalations are addressed in a timely and efficient manner providing corrective documentation when needed/required.
- Identify and analyze trends to continuously improve and ensure a remarkable end-user experience producing consistently high site user, study team, study participant, and sponsor satisfaction.
- Inform internal teams and management of active trends, process issues, and end user experiences, lending insight based on technical and product support experience.
- Ensure Product Support readiness for all product releases.
- Complete other projects/tasks/activities as needed or assigned.
Qualifications
- Bachelor’s degree or equivalent technical education and experience
- Minimum of 7 years of customer support management experience.
- 7-10 years of customer support and troubleshooting experience required.
- At least 1 year experience in executing clinical trials or working in a health care setting.
- Experience with connected devices preferred.
- Excellent written and verbal communication skills.
- Ability to handle stressful situations and respond in a calm/collected manner.
- Education and experience with process improvement methodologies.
Additional Information
Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.
www.clinicalink.com
Clinical ink is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.
www.clinicalink.com
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