Faro Health Inc.

• Design intelligent product experiences • Create thoughtful interactions that incorporate artificial intelligence in ways that feel natural, transparent, and easy to understand. • Design experiences for conversational interfaces, document authoring, recommendations, and workflow automation. • Ensure customers remain in control of important decisions while clearly understanding how recommendations are generated. • Lead the design process from discovery through delivery. • Turn ambiguous product ideas into clear, usable solutions. • Create user flows, wireframes, prototypes, and polished designs that are ready for development. • Develop interaction patterns that can be reused across multiple products. • Work closely with Product Managers to understand customer needs and shape product direction. • Participate in customer interviews, usability testing, and product discovery activities. • Use customer research, product analytics, and feedback to guide design decisions. • Design experiences that make sophisticated clinical processes easier to understand and complete. • Organize large amounts of structured information into interfaces that feel intuitive and approachable. • Help evolve Faro's design system and interaction patterns. • Promote consistency, accessibility, and usability across the platform. • Partner with Engineering to ensure designs are implemented with a high level of quality. • Partner with Engineering, Product Management, Clinical SMEs, Customer Success, and the Data Science team throughout the product lifecycle. • Present design decisions with confidence and support them with customer research and usability principles. • Mentor designers through design critiques and collaborative problem solving.

• Build highly interactive, single-page React apps that can scale with both increased interaction complexity and volume. • Design, implement, and maintain deployments at scale, infrastructure, reliability, and scalability; then iterate and optimize continual improvements. • Manage always-available infrastructure, deployment pipelines, and platform tooling to eliminate downtime and improve the manageability of services and systems. • Collaborate with Software Engineering teams to architect and develop infrastructure and automated deployments for cloud-native SaaS applications. • Research and integrate new technologies and innovative solutions to continuously enhance platform functionality and performance. • Partner with peers on product development to define and execute the company’s roadmap and to address critical technical challenges.

• Lead end-to-end implementation of Faro’s platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups. • Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions in scope for each customer. • Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering. • Define clear transition points from implementation to post go-live adoption teams to ensure continuity of customer experience. • Oversee environment setup, user access, and coordination with customer IT teams to ensure secure, scalable deployments. • Act as the primary liaison between Faro DevOps and customer IT teams to scope, coordinate, and deliver all system integration work. • Oversee generation, validation, and operational use of structured study design data and standardized outputs (such as USDM) within customer workflows and downstream systems. • Design and maintain structured prompt libraries that govern how newly uploaded customer documents are parsed, classified, and integrated into the knowledge graph. • Deliver and oversee tailored solutions including scripts, workflow adaptations, and reporting configurations required for successful deployment and adoption. • Use a consultative approach to understand customers’ core requirements, ask clarifying questions, and guide customers toward best practices aligned with product capabilities.

Role Description Faro is looking for a Director, Implementation Services to lead one of the core pillars within our Customer organization. In this role, you will be responsible for how Faro’s platform is implemented, configured, and operationalized across customer environments. - Lead end-to-end implementation of Faro’s platform across customer environments, translating customer requirements into scalable configurations, workflows, and study setups. - Oversee protocol authoring setup, intake processes, and environment configuration aligned to the Faro solutions in scope for each customer. - Ensure successful deployment of APIs and service accounts in collaboration with Product and Engineering. - Define clear transition points from implementation to post go-live adoption teams to ensure continuity of customer experience. Integration & Environment Setup - Oversee environment setup, user access, and coordination with customer IT teams to ensure secure, scalable deployments. - Act as the primary liaison between Faro DevOps and customer IT teams to scope, coordinate, and deliver all system integration work. Technical Solutions & Data Delivery - Oversee generation, validation, and operational use of structured study design data and standardized outputs within customer workflows and downstream systems. - Design and maintain structured prompt libraries that govern how newly uploaded customer documents are parsed, classified, and integrated into the knowledge graph. - Deliver and oversee tailored solutions including scripts, workflow adaptations, and reporting configurations required for successful deployment and adoption. - Use a consultative approach to understand customers’ core requirements and guide customers toward best practices aligned with product capabilities. Service Design & Operational Excellence - Define and scale the Implementation operating model, including delivery playbooks, intake frameworks, and SLAs. - Establish scalable processes to ensure consistency and quality across implementations. - Manage and develop a Project Manager direct report responsible for coordinating implementation timelines and tracking deliverables. Cross-functional Collaboration - Partner closely with Customer Strategy, Solutions Onboarding Product Experience, Product, and Engineering to ensure aligned delivery and continuous improvement. Qualifications - 8+ years in Professional Services, Solutions Consulting, or Technical Implementation roles within SaaS. - Experience delivering platform configuration and API-based integrations in customer environments. - Strong understanding of SaaS and AI-driven platforms, including APIs, integrations, workflow configuration, and data-driven outputs. - Proven ability to balance hands-on delivery with building scalable processes. - Experience working cross-functionally with Product and Engineering. - Strong stakeholder management and problem-solving skills. - Comfortable operating in a fast-paced, high-growth environment. - Ability to travel up to 30%. Requirements - Experience in life sciences or clinical development (Nice to Have). - Familiarity with structured data or protocol design workflows (Nice to Have). - Experience building or scaling an Implementation function (Nice to Have). - Hands-on experience with knowledge graph concepts, document structuring, or AI-assisted content organization (Nice to Have). Benefits - Health Care Plan (Medical, Dental & Vision). - Retirement Plan (401k). - Life Insurance (Basic). - Short Term and Long Term Disability. - Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed). - Training & Development Reimbursement. - Hybrid Work Environment. - Peer-to-peer bonus program. - Company/department outings and events. - Stock Option Plan. - Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine.

• Leverage deep understanding of clinical development from protocol design and development to trial execution to ensure training sessions are contextually relevant and resonate with customer end users across a variety of therapeutic areas and study designs • Lead workshops with customer user groups (Clinical Scientists, Clinical Operations, Data Management, and Medical Writers) with a focus on end user training for self-sufficiency, empowering customers to independently leverage the Faro Platform • Develop and maintain training and self-service artifacts for clients based on how they will use the software; working with the Product Experience team for consistency across client enablement • Beta test new platform features from the end user lens and provide structured feedback to the Product team to inform the roadmap, leveraging your professional clinical trial experience to draw conclusions in context of using the Faro solutions • Manage and develop a team of Solutions Onboarding Specialists/Managers, who deliver platform training and support customer onboarding and adoption; and Data Associates, who support the accurate configuration and labeling of clinical content within the Faro Platform • Role is expected to require periodic travel for team and all-company meetings, and to customer sites for trainings/workshops as requested by customers.

Role Description The Director, Solutions Onboarding leads a team of onboarding specialists and data associates with a clear mission: delivering hands-on platform training that empowers customers to use the Faro Platform independently and to its full potential. This role is focused on training and enablement. You will draw on a strong clinical background to understand customer workflows and translate them into effective training experiences, ensuring customers develop the skills and confidence to operate the platform on their own. - Leverage deep understanding of clinical development from protocol design and development to trial execution to ensure training sessions are contextually relevant and resonate with customer end users across a variety of therapeutic areas and study designs. - Lead workshops with customer user groups (Clinical Scientists, Clinical Operations, Data Management, and Medical Writers) with a focus on end user training for self-sufficiency, empowering customers to independently leverage the Faro Platform. - Develop and maintain training and self-service artifacts for clients based on how they will use the software; working with the Product Experience team for consistency across client enablement. - Beta test new platform features from the end user lens and provide structured feedback to the Product team to inform the roadmap, leveraging your professional clinical trial experience to draw conclusions in context of using the Faro solutions. - Manage and develop a team of Solutions Onboarding Specialists/Managers, who deliver platform training and support customer onboarding and adoption; and Data Associates, who support the accurate configuration and labeling of clinical content within the Faro Platform. - Role is expected to require periodic travel for team and all-company meetings, and to customer sites for trainings/workshops as requested by customers. Qualifications - Bachelor’s degree required, preferably in physical or life science or statistics discipline. - 10+ years of experience in clinical research or drug development, with sufficient protocol-level knowledge to understand and contextualize customer workflows; prior experience as a Clinical Scientist, Clinical Program Manager, Study Manager, CRA, CTM, or Data Manager at a sponsor, CRO, or clinical site is preferred. - Experience designing or delivering clinical training programs or user enablement initiatives; familiarity with instructional design principles is a plus. - Demonstrated ability to create externally facing, end-user system training artifacts (e.g., user guides, how-to videos, quick reference cards, FAQ documents) and directly train end users on software platforms. - 5+ years experience managing teams. - Familiarity with clinical trial technologies (e.g., EDC, IRT, CTMS, ePRO, eCOA, eConsent, TMF) and regulatory requirements, sufficient to understand and contextualize customer workflows during training. Skills and Competencies - Strong organizational, motivational, and leadership skills, promoting a team-based approach. - Strong attention to detail skills and ability to triage and aid in resolution of escalations. - Ability to work independently in a group setting; ability to adjust to changing priorities. - Excellent team player with demonstrated track record of success in a cross-functional team environment; consistent commitment to delivering on team goals with a sense of shared urgency. - Strong emotional intelligence, interpersonal and communication skills, both verbal and written. - Strong problem-solving skills. - Strong facilitation and instructional communication skills; ability to translate complex clinical concepts into accessible training materials for diverse end users. - Goal-oriented. - Ability to project and maintain a professional and positive attitude. Salary - Salary range for this position is $187,000 - $205,000. - Salary listed reflects the base salary only and does not include other elements of total compensation. - Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Equity - In addition to this position's salary (listed above), equity will be a major component of the total compensation for this position. - We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance. Benefits - Health Care Plan (Medical, Dental & Vision). - Retirement Plan (401k). - Life Insurance (Basic). - Short Term and Long Term Disability. - Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed). - Training & Development Reimbursement. - Remote Work Environment. - Peer-to-peer bonus program. - Company/department outings and events. - Stock Option Plan. - Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine.

• You’ll be instrumental in driving our software quality assurance lifecycle, collaborating with development, manual QA and DevOps teams to establish test strategies, and developing automated tests to ensure our releases meet the highest standards. • Join us in shaping the future of clinical trial development.

• Automation Strategy & Development: - Design, develop, and maintain scalable, robust, and efficient automated test suites using Playwright (TypeScript). - Debugging Playwright tests using trace files and logs. - Contribute significantly to the architecture and evolution of our automation frameworks. - Integrate automated tests into the CI/CD pipeline to support continuous testing. - Develop and execute test plans specifically for applications that incorporate Large Language Models (LLMs). • Defect Management: - Identify and communicate bugs found during regression or scheduled test executions. - Work closely with the supervisor to reproduce, debug, and resolve issues. • Quality Advocacy: - Act as a strong advocate for quality throughout the software development lifecycle. - Continuously seek to improve QA processes, tools, and methodologies. • Collaboration: - Participate in design reviews, sprint planning, and daily stand-ups. - Communicate test results, risks, and quality metrics to cross-functional teams and supervisors.

• Test Strategy & Design: Analyze user requirements and design documents to develop detailed, risk-based test plans and manual test cases for a complex SaaS platform. • Execution & Reporting: Lead the execution of functional, regression, and integration test cases. Document defects with high precision and provide detailed testing summaries for different team members within the organization. • Data Validation: Utilize SQL queries to analyze, manipulate, and validate test data. • Impact Analysis: Evaluate proposed software changes to determine their impact on platform performance, scalability, and reliability. • Mentorship: Provide technical guidance and "best practice" mentoring to QA Engineers to improve team efficiency and testing depth. • Cross-Functional Collaboration: Coordinate the flow of information and maintain close communication with Developers, Product Owners, and DevOps. • Process Improvement: Apply innovative thinking to improve existing QA methodologies and ensure approved development standards are followed. • Issue Monitoring: Provide close monitoring and triage of issues found during the SDLC as well as high-priority bugs reported by end-users.

About Faro Health Faro Health aims to improve lives by helping life sciences companies design optimal clinical trials. Our AI-powered software platform optimizes and orchestrates complex clinical development by providing powerful insights into trial design and outcomes. Faro empowers researchers to design more intelligent trials, reduce development costs, and accelerate milestones with better patient experiences. Faro is a mission-driven company seeking world-class people who share our passion for improving drug availability and patient outcomes through better clinical trial design. We pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events. **Note: Candidates and Recruiting Agencies, please do not contact our employees regarding the position or your application status. Doing so will automatically disqualify you from the position or working with us. Only applications submitted through the designated link will be considered. Please DO NOT SPAM our employees regarding the role or your application status. The Opportunity Faro is looking for a Senior Manager, Customer Strategy to join our growing team. In this role, you will partner with clinical development teams at Top 20 Enterprise Pharmaceutical and Biotech companies to ensure they achieve meaningful value from Faro’s digital protocol solutions. You will serve as a strategic advisor to customer stakeholders, helping them adopt new ways of working, embed Faro into study and business processes, and build momentum toward broader organizational impact. This is an exciting opportunity for a life sciences strategy consultant, business advisor, or customer-facing leader who combines strong problem solving and stakeholder management with a passion for transforming clinical development. What You’ll Do - Customer Strategy & Advisory - Partner with customer stakeholders across clinical science, clinical operations, medical writing, digital, and IT to define success, align on priorities, and guide effective use of Faro’s solutions. Help customers connect study-level outcomes to broader business goals and identify opportunities to scale impact over time. - Change Management & Adoption - Develop and lead change management and adoption plans that support successful rollout of Faro’s solutions across teams and workflows. Help customers navigate process, capability, and behavioral changes required to embed new approaches and sustain adoption. - Strategic Program Delivery - Lead day-to-day delivery across assigned customer engagements. Coordinate project plans, milestones, risks, documentation, and communications to ensure high-quality execution. Serve as a primary point of contact for customers and internal stakeholders, proactively resolving roadblocks and maintaining momentum. - Value Realization & Growth Support - Support customers in defining and tracking value realization, including KPIs, success measures, and adoption milestones. Contribute to account growth by identifying follow-on opportunities, informing renewals and expansions, and partnering with Commercial on proposals and scopes of work. - Cross-functional Collaboration - Work closely with Commercial, Product, Customer Experience to represent the voice of the customer, surface insights, and improve Faro’s solutions, offerings, and enablement materials. - Thought Partnership - Contribute to Faro’s evolving best practices, frameworks, and playbooks for protocol design modernization, customer adoption, and digital transformation in clinical development.