Digital Manager Operations
Digital Manager Operations
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$ 115398 - 167845
1 Vacancy
Job Description
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
The Digital Manager of Research Support Operations is responsible for overseeing facilitation of intake triage and resolution workflows for digital research service and support requests across Digital Research Operation teams. This role leads a team of analysts to ensure timely high-quality support for data access product inquiries and technical issues. The manager will design and optimize intake processes service platforms (e.g. ServiceNow) improvements performance metrics and knowledge resources to improve operational efficiency and user satisfaction. Collaborating closely with product and support leads the manager will prioritize service requests based on urgency feasibility and strategic value.The Opportunity:
The Digital Manager of Research Support Operations is responsible for overseeing facilitation of intake triage and resolution workflows for digital research service and support requests across Digital Research Operation teams. This role leads a team of analysts to ensure timely high-quality support for data access product inquiries and technical issues. The manager will design and optimize intake processes service platforms (e.g. ServiceNow) improvements performance metrics and knowledge resources to improve operational efficiency and user satisfaction. Collaborating closely with product and support leads the manager will prioritize service requests based on urgency feasibility and strategic value.
Key Responsibilities
Design implement and continuously improve intake and routing processes for data access product support and general service requests from the MGB research community.
Define track and report on service level indicators and other performance metrics to assess service responsiveness resolution times and user satisfaction. Use data to drive continuous improvement in support operations and demand management.
Collaborate with product and support leads to assess prioritize and resource new requests based on impact urgency and bandwidth of digital research operations teams.
Establish intake review cadences as needed to ensure that the prioritization of incoming requests reflects both operational feasibility and strategic value.
Lead efforts to evaluate implement and improve intake and ticketing platforms (e.g. ServiceNow Jira) that support structured triage escalation and resolution workflows. Build integrations and automation where appropriate to reduce manual effort and improve speed of service.
Work with support analysts to develop internal knowledge bases process documentation and user-facing FAQs to streamline resolution of common issues and empower researchers to find solutions independently.
Develop communication plans and training materials to support rollouts of new intake tools processes or service enhancements.
Develop structured triage models and escalation protocols to address high-priority or complex issues quickly and transparently.
Conduct needs assessments to uncover unmet support demands or inefficiencies in current intake workflows. Lead pilot initiatives and change management efforts for deploying new intake or triage capabilities
Collaborate with IT InfoSec and other digital stakeholders to ensure intake workflows and ticketing systems integrate with broader institutional platforms where appropriate.
Coach and develop team members through performance management skill-building and cross-training to ensure high-quality resilient support operations
Manage a team of analysts responsible for daily end user support and incident response across all digital research teams.
Qualifications
Qualifications
- Minimum of 5 years of relevant experience in healthcare research support operations or digital project management.
- At least 4 years of experience managing direct reports or leading cross-functional teams.
- Proven ability to manage intake and triage workflows using platforms such as ServiceNow Jira or similar systems.
- Knowledge of roadmap planning user feedback integration and support strategies for research-facing platforms.
- Skilled in prioritizing and routing service requests across multiple digital product and support teams.
- Experience designing and implementing escalation protocols for high-impact or time-sensitive issues.
- Strong interpersonal and communication skills; able to translate user needs into clear requirements and service enhancements.
- Comfortable working across technical and non-technical stakeholders including researchers analysts and product teams.
- Demonstrated experience in a complex healthcare or academic research environment.
- Bachelors degree from an accredited institution required.
Supervisory Responsibilities
- Directly manage up to five staff members within digital research operations.
- Oversee performance management staff development and daily operations of the support team.
- Recruit and retain qualified personnel foster team collaboration and address performance concerns as needed.
- Provide coaching and mentorship to ensure professional growth and alignment with organizational goals.
Additional Job Details (if applicable)
Onsite Flexible Working Model Required
- M-F Eastern Business hours
- Onsite Flexible working model required weekly or monthly
- Must be flexible for onsite to accommodate business needs and as planned
- Remote working days require stable secure quiet compliant working station
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$115398.40 - $167845.60/AnnualGrade
8EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
Manager
Employment Type
Full-Time
