When our values align, there's no limit to what we can achieve. At Parexel, we all share the same goal - to improve the world's health. From clinical trials to regulatory, consulting, and market access, every clinical development solution we provide is underpinned by something special - a deep conviction in what we do. Each of us, no matter what we do at Parexel, contributes to the development of a therapy that ultimately will benefit a patient. We take our work personally, we do it with empathy and we're committed to making a difference. Country SOM - looking for NA- Canada and US The Study Operations Manager I (SOM I) has responsibilities for study and regional or specific country level activities from study startup through conduct and study close on studies of limited complexity (a small number of countries/sites) or manages portions of a larger study (such as recruitment and retention). Key Accountabilities: Study Management Oversight - Supports Global Study Managers (GSMs), other SOMs, and the larger study management delivery of the study by leading specific parts of the project, driving specific countries, executing tasks of moderate complexity, and developing solutions to problems as needed to support deliverables - Serves as leader of the local study team (core members, ad hoc members, and other key stakeholders as required) on one or more studies - Oversees the preferred Contract Research Organization (pCRO) and/or Country Trial Manager (CTM)/Site Care Partner (SCP) for assigned studies at country level in accordance with the overall project plan, and manages and maintains accurate country level plans (e.g., timelines, budget, risk, and quality plans) - May manage the study start up process in countries assigned [where the Start Up Project Manager (SUPM) is not assigned] and/or oversee the pCRO responsible for these activities as applicable - Liaises with SCP, Lead SCP, Site Activation Partners (SAPs), and regulatory colleagues in country to agree on submission strategy to Health Authorities (HAs) and Ethic Committees (ECs) - Provides country level input on startup and recruitment milestones as provided by pCRO and/or CTM/SCP to GSM during planning - Collaborates with accountable roles to identify and manage deviations and risks in study startup and execution and implements mitigation strategies as required. Accountable for resolution of site activation escalations to study teams including offering options for mitigation - May be responsible and accountable for, as designated by the GSM: o Regional, country and study level implementation of startup and site activation plans (through SUPM or pCRO if assigned) o Regional, country and study level recruitment strategy o Support of the development of study level plans o Communication with the local team and internal stakeholders and pCRO as applicable to ensure efficient and timely study delivery of the agreed plans o Study and/or country vendor management and oversight including follow up and coordination of vendor deliverables o Assurance of the follow up and coordination of regional and site quality events, protocol deviations, data issues, metrics review, site issues and risks, audit responses, etc. Study Management Operations - May help guide the study management strategy by contributing local intelligence and providing accurate updates on delegated tasks to support establishment of critical path activities and risks - May independently take on activities with instruction provided as needed - Through the SCP, CTM or pCRO, supports the country and investigator outreach process, site identification and feasibility ensuring countries and sites can meet all study protocol requirements - Ensures compliance to relevant global and local, internal and external requirements, and regulations - Ensures timely communication bidirectionally between the global and local study team. Provides protocol level guidance and support to responsible local study team members as applicable - Follows up on region and country level issue status to ensure resolution - Identifies country level trends to improve deliverables processes as needed - Ensures audit and inspection readiness during start up and conduct - Manages applicable quality events with pCRO and local team as required - Drives and ensures delivery of data cleaning deliverables for pCRO and sites as applicable - Reviews Pre-Trial Assessment and Site Initiation Visit reports completed by SCPs - Coordinates effective site recruitment planning to allow for implementation of plans at the country and site level, consistent with global plan and local targets - Drives pCRO and/or applicable internal study team members to ensure Trial Master File (TMF) set up meets study requirements, and maintains oversight of TMF completeness - Ensures pCRO and/or applicable internal study team members maintain appropriate level Investigational Product (IP), equipment and ancillary supplies management including import/export license management with the support of Clinical Trial Assistants (CTAs) and other roles as required - Supports identification, contract development and management of local vendors or facilities as per protocol - May lead and guide the closing out of one or more studies of low complexity post database lock - Provides Investigator Meeting (IM) support and management, including conducting presentations as appropriate - Provides country level documents to TMF and maintains oversight of Investigator Site File (ISF) reconciliation and completeness actions - Provides support to ECs, Regulatory Authorities (RAs), and other relevant (e.g., radiation, biobank) submissions and deficiency and query responses for initial and subsequent Clinical Trial Application submissions within required timelines - Ensures the operational delivery of responsible tasks in accordance with the appropriate quality standards including ICH GCP standards, SOPs, local operating guidelines, and local regulatory requirements, as applicable Subject Matter Expertise - Acts as the point of contact for all study level questions for the local study team, ensuring resolution at lowest possible level, and when needed liaising with and escalating to appropriate global roles and teams - May lead operational effectiveness initiatives at country or regional level - Utilizes roles in country such as Lead SCP, and expert roles such as Contracts Leads and SAPs, to provide the global teams with local intelligence and operational nuances to be considered - Provides input on country level per subject costs, local vendor costs, and other fees where applicable - Utilizes country intelligence to provide input on country specific risks into preparation of Investigational Quality Management Plan and Study Monitoring Plan, and ensures Trial Master File (TMF) completeness and oversight of all relevant compliance activities for allocated studies - Supports implementation of client’s site technology experience systems - Supports implementation of new tools and technologies (e.g., eConsent, eISF, remote source access, remote source data verification/review (SDV/SDR), iConnect, implementation of protocol required decentralized trial options) Compliance with Parexel standards - Complies with required training curriculum - Completes timesheets accurately as required - Submits expense reports as required - Updates CV as required - Maintains a working knowledge of and complies with Parexel processes, ICH-GCPs and other applicable requirements Skills: - Expertise in the use of study and site dashboards and reporting tools - Detail oriented and possesses technical expertise - Ability to manage moderately complex processes - Risk identification and mitigation, strategic planning, and critical path analysis skills - Analytical and problem solving skills - Ability to adapt to changing technologies and processes, work independently and exercise own judgement - Supportive of an environment where innovation is standard, including developing ideas and taking appropriate risks to advance innovative processes - Effective verbal and written communication skills in relating to colleagues and associates, both inside and outside of the organization  - Ability to operate in a matrix environment - Fluency in written and spoken English required - Ability to work outside of core business hours, as required, to support global trials or initiatives - Ability to travel, as required, including Investigator Meetings, vendor kick off and re-set meetings, and client internal global or department level meetings Knowledge and Experience: - Comprehensive knowledge of own discipline with good knowledge of other disciplines to ensure that the study can meet its goals and to serve as a resource for others - Comprehensive knowledge in managing and coordinating specific tasks and responsibilities as part of a larger study management team - Working knowledge of Good Clinical Practice, clinical and regulatory operations, and environment in countries under responsibility - Demonstrated clinical research experience and/or study management/startup project manager experience - Demonstrated experience in managing country level operational activities and/or vendors - Experience in study and quality management - Knowledge of clinical trial methodology - Experience working in a matrix management environment - Relevant operational clinical trial experience o See below Education section for minimum requirements - undefined Education: Bachelor’s of Science or Bachelor’s of Arts degree with a minimum 5 years of relevant operational clinical trial experience required Master’s of Science or Master’s of Business Administration degree with a minimum 3 years of relevant operational clinical trial experience required A scientific or technical degree is preferred #LI-LG4

Role Description The Sr. Partner Operations Specialist (Tier 2) is the technical escalation point for partner issues that require deeper investigation, advanced troubleshooting, and cross-functional coordination. This role owns complex cases end-to-end—especially those involving attribution, lead matching, billing/Accounts Receivable (AR) questions, product configuration nuances, and scenarios where the “standard” Tier 1 playbook doesn’t apply. Tier 2 is highly consultative and sometimes synchronous: you’ll hop on Zoom/phone with internal customers and sometimes external customers to diagnose problems quickly, walk through workflows live, and align on resolution paths. You’ll work closely with RevOps, Solutions Architects (SAs), and EPD (Engineering/Product/Design) to resolve issues, escalate bugs, and improve the systems and processes that drive recurring partner friction. What your week-to-week will look like - Own escalated tickets from Tier 1 that require technical depth (data, attribution, configuration, workflow edge cases) and drive them to resolution with clear partner communication. - Run live troubleshooting sessions (Zoom/phone) with partners for complex investigations—screen shares, configuration walkthroughs, and “let’s validate it together” debugging. - Handle attribution + matching investigations tied to billing/AR, including: - Validating lead/event matching and billing logic. - Reconciling disputes with clear documentation and evidence. - Coordinating adjustments or next steps with RevOps/AR owners + Account Owners and SAs. - Perform structured technical troubleshooting: isolate root cause, reproduce issues, assess impact, and identify whether it’s configuration, data quality, partner workflow, or product defect. - Partner cross-functionally to resolve blockers: - RevOps / AR: billing disputes, matching rules, credits/adjustments process, reporting alignment. - SAs: complex implementation/config context, non-standard account setups, partner enablement. - EPD: bug escalations, feature limitations, system behavior clarification, prioritization inputs. - Improve escalation quality + internal tooling: provide feedback to Tier 1 on what context is needed before escalation; refine templates/intake forms to reduce back-and-forth. - Document resolutions deeply: internal-facing notes that capture root cause, what fixed it, and how to prevent recurrence; create “known issue” entries where appropriate. - Contribute to knowledge management: author Tier 2 runbooks and internal troubleshooting guides; identify which topics should become Help Center content vs internal-only. - Surface trends and drive prevention: identify repeat technical issues and recommend fixes (process changes, product improvements, partner education, automation). - Maintain strong partner experience in high-stakes moments (billing disputes, trust-impacting issues) through proactive updates, transparency, and crisp next steps. Qualifications - Own and manage multiple complex partner escalations simultaneously, driving investigations to resolution through strong prioritization, technical troubleshooting, and cross-functional coordination. - Communicate clearly with both partners and internal teams, translating technical findings into actionable updates via email, live troubleshooting sessions, and documentation. - Produce high-quality bug and issue reports with clear reproduction steps, context, and supporting evidence to enable Engineering, Product, and Design teams to triage and resolve platform issues efficiently. - Investigate attribution and billing discrepancies across systems (e.g., CRM, billing platforms, event logs) to validate platform behavior and resolve partner disputes. - Demonstrated success in a customer-facing or partner-facing role, with measurable performance against metrics such as CSAT, resolution time, or case ownership. - Technical fluency with tools such as Salesforce, Postman, and SQL to support API investigation, data validation, and configuration troubleshooting. - Proven ability to perform structured RCA, identifying underlying issues and implementing solutions that prevent repeat partner friction. Success Metrics (KPIs they’ll be measured on) - Technical Resolution Rate: % of Tier 2 cases resolved without further escalation to EPD/RevOps beyond normal approval paths. - Time to Resolution (TTR) for Tier 2 escalations: median/average, plus aging distribution (e.g., % >7 days). - Partner Satisfaction (CSAT) for escalations: CSAT on Tier 2-handled tickets (target can mirror Tier 1 or be separately benchmarked). - Billing/Attribution Dispute Outcomes: - Time to resolve billing/matching inquiries. - % resolved with clear evidence and partner understanding. - Reduction in repeat disputes from the same partner/category. - EPD Escalation Quality: completeness/quality score of bug escalations (repro steps, impact, logs/screenshots, environment/account context) and reduction in “needs more info” loops. Benefits - Make Magic in the Move: Help renters and property teams create better outcomes through smarter technology. - Play to Win: Join a high-performing team focused on meaningful business impact. - Be a Learn-It-All: Work alongside curious, thoughtful teammates who are constantly improving. - Embrace the Beautiful Mess: Build solutions in a fast-moving environment where innovation happens quickly. Here's the Pay Range At Apartment List, we carefully consider a variety of factors to determine compensation for each position, including the role, level, and work. The US compensation range (base salary plus 10-12% company bonus) for this position is: - Zone 1: $83,554 - $101,309 TTC + equity - Zone 2: $76,885 - $93,224 TTC + equity - Zone 3: $71,021 - $86,111 TTC + equity This reflects the compensation target for new hire salaries for the position across all US locations. Please note, the compensation details provided do not include benefits and perks that we offer. #LI-Remote We also rely on market indicators along with considering your work location, job related skills, experience and relevant education and training, to determine compensation that is fair and competitive for you. Apartment List will consider paying compensation near the higher of the range in exceptional circumstances, where candidates have the experience, credentials or expertise that would warrant such consideration. It is always our goal to hire exceptional talent and we would be happy to share more about compensation during the hiring process.

Job Title: Property Operations Coordinator Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role: We are seeking a proactive and detail-oriented Property Operations Coordinator to support day-to-day property management operations across multiple markets. This role serves as a central point of coordination between tenants, owners, and vendors, ensuring smooth communication, timely maintenance resolution, and operational consistency. The ideal candidate is highly organized, fluent in both English and Spanish, and experienced with modern property management systems. You will play a key role in keeping properties well-managed by handling inbound communications, coordinating maintenance workflows, supporting inspections and notices, and ensuring systems and processes are followed accurately. Responsibilities: Client, Tenant & Owner Communication: - Serve as the first point of contact for tenants, owners, and vendors via phone and email. - Respond to inbound inquiries promptly and professionally in both English and Spanish. - Escalate urgent or complex issues to the appropriate internal stakeholders. Maintenance & Work Order Management: - Manage maintenance requests using property management and maintenance platforms. - Triage, prioritize, and assign work orders based on urgency and service-level expectations. - Dispatch vendors, track progress, follow up through completion, and ensure proper documentation. Operational Coordination: - Create, assign, and track operational tasks within the property management system. - Coordinate inspections, showings, and property access with field teams and vendors. - Prepare and send notices (late notices, violations, renewals) and support move-in and move-out processes. Process & Systems: - Follow established Standard Operating Procedures (SOPs) to ensure consistency and compliance. - Maintain organized, audit-ready digital records for properties, tenants, and vendors. - Identify workflow gaps and recommend operational improvements as the portfolio scales. What Makes You a Perfect Fit: - Clear and confident communicator who can manage high-volume interactions professionally. - Highly organized, detail-oriented, and dependable with strong follow-through. - Comfortable managing multiple priorities in a fast-paced, remote environment. - Proactive problem-solver who remains calm under pressure. Required Experience & Skills ( Minimum) - 2+ years of experience in property management, operations, or customer-facing roles. - Hands-on experience with property management and maintenance coordination platforms, specifically Buildium and PropertyMeld (required). - Fluency in English and Spanish (spoken and written). - Strong phone presence and written communication skills. - Ability to manage a high volume of calls, tasks, and work orders independently. Ideal Experience & Skills: - Experience supporting residential property portfolios across multiple markets. - Prior involvement in vendor coordination and maintenance management. - Familiarity with remote operations and distributed teams. - Exposure to U.S.-based residential property management workflows. What Does a Typical Day Look Like? A Property Management Operations Coordinator’s day centers on keeping communication clear and operations moving efficiently. You will: - Handle inbound tenant, owner, and vendor communications. - Review and prioritize new maintenance requests and operational tasks. - Dispatch vendors, coordinate access, and track work orders through completion. - Update systems with notes, approvals, and documentation. - Send notices, support move-ins and move-outs, and coordinate inspections. - Identify and flag issues that require escalation or process improvement. In essence: you are the operational backbone ensuring properties run smoothly, stakeholders stay informed, and issues are resolved efficiently. Key Metrics for Success(KPIs): - Timely response and resolution of tenant and owner inquiries. - Maintenance tickets resolved within defined service timelines. - Accuracy and completeness of system records and documentation. - Vendor follow-through and on-time task completion. - Reduction in operational errors and escalations. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., work order prioritization or communication scenario) - Client Interview - Offer & Background Verification #LI-AG1

Job Title: Property Operations Coordinator Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role: We are seeking a proactive and detail-oriented Property Operations Coordinator to support day-to-day property management operations across multiple markets. This role serves as a central point of coordination between tenants, owners, and vendors, ensuring smooth communication, timely maintenance resolution, and operational consistency. The ideal candidate is highly organized, fluent in both English and Spanish, and experienced with modern property management systems. You will play a key role in keeping properties well-managed by handling inbound communications, coordinating maintenance workflows, supporting inspections and notices, and ensuring systems and processes are followed accurately. Responsibilities: Client, Tenant & Owner Communication: - Serve as the first point of contact for tenants, owners, and vendors via phone and email. - Respond to inbound inquiries promptly and professionally in both English and Spanish. - Escalate urgent or complex issues to the appropriate internal stakeholders. Maintenance & Work Order Management: - Manage maintenance requests using property management and maintenance platforms. - Triage, prioritize, and assign work orders based on urgency and service-level expectations. - Dispatch vendors, track progress, follow up through completion, and ensure proper documentation. Operational Coordination: - Create, assign, and track operational tasks within the property management system. - Coordinate inspections, showings, and property access with field teams and vendors. - Prepare and send notices (late notices, violations, renewals) and support move-in and move-out processes. Process & Systems: - Follow established Standard Operating Procedures (SOPs) to ensure consistency and compliance. - Maintain organized, audit-ready digital records for properties, tenants, and vendors. - Identify workflow gaps and recommend operational improvements as the portfolio scales. What Makes You a Perfect Fit: - Clear and confident communicator who can manage high-volume interactions professionally. - Highly organized, detail-oriented, and dependable with strong follow-through. - Comfortable managing multiple priorities in a fast-paced, remote environment. - Proactive problem-solver who remains calm under pressure. Required Experience & Skills ( Minimum) - 2+ years of experience in property management, operations, or customer-facing roles. - Hands-on experience with property management and maintenance coordination platforms, specifically Buildium and PropertyMeld (required). - Fluency in English and Spanish (spoken and written). - Strong phone presence and written communication skills. - Ability to manage a high volume of calls, tasks, and work orders independently. Ideal Experience & Skills: - Experience supporting residential property portfolios across multiple markets. - Prior involvement in vendor coordination and maintenance management. - Familiarity with remote operations and distributed teams. - Exposure to U.S.-based residential property management workflows. What Does a Typical Day Look Like? A Property Management Operations Coordinator’s day centers on keeping communication clear and operations moving efficiently. You will: - Handle inbound tenant, owner, and vendor communications. - Review and prioritize new maintenance requests and operational tasks. - Dispatch vendors, coordinate access, and track work orders through completion. - Update systems with notes, approvals, and documentation. - Send notices, support move-ins and move-outs, and coordinate inspections. - Identify and flag issues that require escalation or process improvement. In essence: you are the operational backbone ensuring properties run smoothly, stakeholders stay informed, and issues are resolved efficiently. Key Metrics for Success(KPIs): - Timely response and resolution of tenant and owner inquiries. - Maintenance tickets resolved within defined service timelines. - Accuracy and completeness of system records and documentation. - Vendor follow-through and on-time task completion. - Reduction in operational errors and escalations. Interview Process: - Initial Phone Screen - Video Interview with Pavago Recruiter - Practical Task (e.g., work order prioritization or communication scenario) - Client Interview - Offer & Background Verification #LI-AG1