Lead, Production Support

This is a fully remote position, open to applicants in India.

📋 Description

• The Lead will oversee a team within Production Support and coordinate all facets of the team's daily operations, including task scheduling, assignment, triaging critical issues, and managing data changes and verifications.

• This individual will operate independently with minimal oversight from management, while also providing guidance and mentorship to junior staff members.

• The position necessitates collaboration with internal study teams and various functional groups.

• Additionally, the role involves engagement with external end users and sponsors, potentially serving as a third tier for issue escalation.

⛳️ Requirements

• A minimum of 10 years of experience in a user-facing position, focusing on delivering troubleshooting support and technical assistance through phone and email communications.

• At least 3-4 years of experience in the clinical trials sector.

• Management support experience is preferred.

• Demonstrated expertise in SQL scripting, including the creation of complex queries and stored procedures.

• Prior experience in a dynamic, support-driven environment is essential.

• Advanced proficiency in Microsoft Office applications (Outlook, Word, Excel, Visio, PowerPoint) and SQL is required.

🏝️ Benefits

• This role will necessitate coverage during weekends and holidays.

• Offers support, training, and development opportunities for the team.

• Aims to develop new and existing tools to enhance efficiency and client satisfaction.

• Responsible for creating knowledge base training articles and reviewing those authored by PSAs.

• Encourages and implements enhancements to existing processes.

• Requires organization of workspace and deadlines to ensure tasks are completed on time.

• Involves performance management including conducting reviews and regular meetings with direct reports.

• Aids department management in overall Production Support activities.

• Ultimately accountable for any issues or challenges within the team and ensures they are addressed appropriately.

• Ensures all team members are engaged in achieving the Production Support goals and objectives.