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Role 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 participants.

• Hire, develop, and manage team members while ensuring appropriate staffing coverage.
• Equip the team with training, tools, and documentation needed to succeed.
• Drive operational excellence in a high-volume, high-availability support environment.
• Manage ticketing and escalation processes, establishing KPI-driven performance standards.
• Lead continuous improvement initiatives.
• Optimize support processes, leveraging AI and knowledge management to increase efficiency.
• Identify support trends and partner with internal teams for product support readiness.

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.

Requirements

• Manage, support, and develop Product Support, Escalation Support, and Data Change employees.
• Interview, hire, train, manage, and terminate employees.
• Manage employee schedules to ensure appropriate coverage based on volumes and geographic variability.
• Provide employees with continuous feedback and development opportunities.
• Ensure appropriate training, documentation, and tools are available and continually refreshed.
• Provide world-class delivery of problem resolution to customers and end-users.
• Drive efficiencies and standardization in Product Support processes/procedures.
• Develop and manage a robust process for identifying training needs and managing the knowledge base.
• Oversee ticket handling and escalation process to ensure a positive customer experience.
• Develop, manage, and lead continuous process improvement strategies and initiatives.
• Ensure all client and internal escalations are addressed in a timely and efficient manner.
• Identify and analyze trends to continuously improve end-user experience.
• Inform internal teams and management of active trends, process issues, and end-user experiences.
• Ensure Product Support readiness for all product releases.
• Complete other projects/tasks/activities as needed or assigned.

Company Description

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.