• Lead and develop a team of 2-8 Product Support Specialists delivering Tier 1, 2 or 3 support across multiple channels. • Provide technical and subject matter leadership across the supported product ecosystem. • Conduct regular 1:1s, set performance goals, deliver coaching, and drive professional development. • Monitor queue health, SLA performance, quality standards, and workload distribution; adjust resources and step-in directly to meet operational targets. • Serve as an internal escalation point for complex or high-impact customer issues. • Partner with Product Management and Engineering as the Voice of the Customer, escalating trends, enhancement requests, and systemic issues. • Act as liaison between customers and development teams to support requirements gathering, product feedback, and validation efforts. • Identify and implement process improvements to enhance team efficiency, quality, and customer experience. • Support recruiting, onboarding, and training of new team members. • Maintain an active caseload, providing direct Tier 1, 2 or 3 support and ensure timely, high-quality resolutions. • Lead resolution of complex, cross-functional issues, coordinating with internal stakeholders to drive outcomes. • Diagnose and troubleshoot technical and workflow-related issues; communicate solutions clearly and provide customer training as needed.

• Play a critical role in shaping and executing talent acquisition strategies • Lead complex searches for clinical research and life sciences talent • Serve as a strategic advisor to business leaders • Mentor team members and drive recruitment initiatives • Contribute to the organizational talent acquisition direction • Design and execute sourcing strategies to attract high-caliber candidates • Build strategic talent networks within the life sciences industry • Manage complex recruitment projects across the organization • Enhance candidate assessment processes • Provide thought leadership on industry trends and best practices

• You build a scalable demand-generation system that reliably delivers qualified leads to our sales team. • You develop a cross-channel lead-generation strategy and consistently prioritize initiatives based on performance and scalability. • You are responsible for budget allocation and ROI optimization with a clear focus on CPL, CAC, and conversion rates. • You ensure full KPI transparency across the funnel — from first contact to opportunity. • You systematically test new channels, creatives, and setups, and scale approaches that work. • You work closely with sales to continuously improve lead quality and conversion. • You think in hypotheses, tests, and data — making decisions based on clear performance metrics.

• Establishing project objectives, policies, procedures and performance standards within boundaries of Company policy. • Providing single point accountability for project delivery • Communicating areas of concern to Program Leadership Team including the Client. • Initiating and maintaining Client relationships to facilitate project activities. • Consistently and successfully developing and implementing solutions for the project. • Assuring that associated tasks within the project are staffed with the appropriate resources and skill sets to achieve project objectives. • Leading project staff with field activities including providing Construction Management during construction and other fieldwork. • Maintains daily logs and photographs of inspections and reviews any discrepancies with the proper parties