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Risk Management Lead

Endpoint Clinical· Risk Management
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RemoteF - Full TimePosted 4d ago

About the role

The Risk Management - Lead is responsible for identifying, assessing, monitoring, and mitigating risks that impact customer support operations, service delivery, customer satisfaction, compliance, and business continuity within a clinical trial technology environment. This role partners with Customer Support, Operations, and Engineering to proactively manage operational risks and drive continuous improvement across IRT and RTSM solutions.

Responsibilities

  • Review study specifications, protocols, test strategies, and other study deliverables to confirm that critical functionality has been appropriately designed, built, tested, and is functioning effectively.
  • Partner with all relevant groups to strengthen, enhance, and drive more effective risk assessments across the study lifecycle.
  • Serve as a hands-on lead, conducting reviews, risk assessments, issue analysis, and mitigation follow-through, while providing strategic guidance and advice.
  • Develop and maintain risk management frameworks, policies, and procedures for Customer Support operations.
  • Identify operational, service, compliance, data privacy, and customer experience risks.
  • Provide expert input to support risk register and mitigation plans.
  • Monitor KRIs and recommend corrective actions.
  • Lead root cause analysis for major customer escalations, recurring issues, and service incidents.
  • Collaborate with support leaders to implement preventive actions and continuous improvement initiatives.
  • Ensure risks associated with support workflows, tools, and customer interactions are effectively managed.
  • Ensure adherence to best practices related to Operational Delivery, company policies, data privacy requirements, and industry regulations.
  • Drive quality improvement initiatives across delivery functions where applicable.
  • Lead risk assessments related to critical incidents and customer-impacting events.
  • Coordinate response efforts during high-severity customer escalations.
  • Ensure lessons learned are captured and mitigation plans are implemented.
  • Track remediation actions through closure.
  • Prepare executive-level risk reports, dashboards, and recommendations.
  • Present key risk trends, mitigation efforts, and service performance metrics to leadership.
  • Partner with cross-functional teams to address emerging business risks.
  • Support strategic initiatives by conducting risk assessments and impact analyses.

Qualifications

  • 5+ years of experience in Customer Support, Operations, Risk Management, Quality, Compliance, or related functions.
  • Mandatory – IRT/RTSM Experience: Direct, recent, and hands-on experience in the clinical trials industry supporting or managing production IRT/RTSM systems is required.
  • Experience managing customer-impacting risks and critical issues within validated, regulated environments is essential.
  • Experience managing operational risks within customer-facing organizations.
  • Strong background in incident management, escalation management, and process improvement.
  • Experience working in SaaS, Pharma, Healthcare, Technology, Life Sciences, or similar regulated industries is preferred.

Skills

Required:Enterprise Risk Management (ERM)Customer Support OperationsClinical Trial Operations & IRT/RTSMIncident & Escalation ManagementRoot Cause Analysis (RCA)SLA ManagementQuality Assurance & ComplianceData Privacy & Information Security AwarenessProcess Improvement & OptimizationKPI/KRI Reporting & AnalyticsStakeholder Management
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Endpoint Clinical

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