• Oversee and manage projects within Contracts Operations • Enforce quality and customer service standards for external as well as internal customers; analyze and resolving quality and customer service problems; identify trends; and recommend improvements • Accomplish productivity targets by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling • Act as the POC (Point of Contact) to clients, at times, to provide support and liaison to clients for project-specific questions/answers, and to manage project deliverables and timelines • Review and analyze daily productivity reports and ensure the team is adhering to established KPI’s

Company Information At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials. Company Culture Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives. At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact. Job Overview Summary This position works closely with internal and external clients to service as an IRB resource to assist in Advarra best practices, client onboarding, training and daily questions and/or concerns. This position is also focused on ensuring client satisfaction, and innovating service delivery processes to continuously improve the client experience. This position will provide direct client assistance, participate and/or manage projects, escalate and/or participate in process improvement initiatives and work closely with team members. The position is responsible for maintaining successful communications that promote client loyalty and enhance retention through ongoing interactions, assessing issues as they arise and ensuring quick and appropriate resolution. Job Duties & Responsibilities • Collaborates with management and Team Lead to drive process enhancements and contributes to the execution of departmental and company strategies • Acts as a point of contact for IRB customers and provide exceptional customer service to enhance the client experience • Demonstrates comprehensive understanding across various IRB processes and submission requirements • Proactively supports the clients, both internal and external, by assisting in a variety of tasks • Upholds high standards of accuracy and attention to detail, collaborating with internal teams to ensure client satisfaction • Ensures timely responses to customer inquiries • Document and track client experience data in system for continuous improvement • Escalates client concerns promptly to relevant Team Lead and/or Manager • Collaborate with internal teams to promptly resolve client issues and concerns, proactively addressing potential issues • Provide client feedback through appropriate channels • Participate in process improvement discussions • Act as the primary contact for Advarra teams and CIRBI support, effectively communicating client needs and feedback • Participate and/or conduct CIRBI demonstrations and provide continuous support and training to clients • Subject matter expert for IRB processes and requirements • Participate in assigned projects • Completes tasks, as assigned Location This role is open to candidates working remotely in the United States. Basic Qualifications • Bachelor’s degree in business, communication or Science related field or High School Diploma with two (2) years’ industry experience • Two (2)+ years’ experience in an IRB, health related field, or clinical research Preferred Qualifications • Must be comfortable evaluating a situation, exercising good judgment and discretion, and making decisions on matters of significance with the assistance of the Team Lead and/or Manager • Understanding of FDA and OHRP regulations and guidance and ICH guidance for informed consent and institutional review boards • Intermediate computer skills, including MS Office products and CRM software Physical and Mental Requirements • Sit or stand for extended periods of time at stationary workstation • Regularly carry, raise, and lower objects of up to 10 Lbs. • Learn and comprehend basic instructions • Focus and attention to tasks and responsibilities • Verbal communication; listening and understanding, responding, and speaking Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment. Pay Transparency Statement The base salary range for this role is $50,000 - $66,974. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.

• Deliver automated and scalable solutions that yield operational efficiencies for Cloud Operations engineers. • Drive operational outcomes aligned to department SLA, cost, and automation effectiveness targets. • Lead the orchestration of customer environment implementations and migrations. • Perform and oversee Platform and AI Services environment upgrades and maintenance. • Serve as a senior escalation point for complex issues, leading root cause analysis and driving long-term remediation. • Provide technical guidance and mentorship for early and mid-career engineers. • Create, review, and update operational workloads and standard operating procedures. • Consistently deliver high-quality solutions and implementations on time. • Monitor customer environments through Azure, telemetry services, alerting, and logging to ensure proactive issue detection and resolution. • Identify opportunities for process optimizations and automation where applicable to improve reliability, reduce manual effort, and increase operational efficiency. • Participate in on-call rotations, lead incident response, and post-incident reviews. • Lead incident communications for complex events, authoring post-incident reviews and driving remediation plans across teams. • Perform Disaster Recovery testing and contribute to compliance readiness. • Foster cross-functional collaboration with Platform, Cloud, and Customer Support Teams. • Participate in testing and implementation of pre-released products and services. • Provide exceptional customer service through effective communication, technical expertise, and ownership of customer outcomes.

• Deliver customer environment implementation and software configuration within 24 hours lead time. • Drive operational outcomes aligned to department SLA, cost, and automation targets. • Perform environment updates, migrations, and software upgrades. • Monitor customer environments using Azure Monitor, Log Analytics, and alerting systems to proactively detect and resolve availability issues. • Own day-to-day service reliability against defined SLOs by monitoring key operational metrics, responding to alerts, and contributing to availability targets. • Identify opportunities for automation and process improvement. • Participate in on-call rotation and respond to production incidents, performing root cause analysis, and implementing preventive measures. • Communicate effectively during incidents and contribute to post-incident reviews, including clear written summaries for internal and external stakeholders. • Identify and act on cost optimization opportunities in Azure, contributing to department FinOps and unit economic goals. • Deliver exceptional customer service and technical support, maintaining high satisfaction levels.