Program Manager, Life Sciences Customer Delivery

Job description

About mpathic mpathic is keeping humans safe in the AI era with experts and software that are rooted in psychology and powered by clinicians. We work with leading AI model builders, application layers, healthcare organizations, and researchers to understand and protect people, reducing the world's biggest human risks. As AI becomes increasingly embedded in everyday life, organizations need better ways to evaluate, monitor, and improve how AI systems interact with people. mpathic provides the expertise, technology, and scientific rigor to help organizations build safer, more effective conversational AI. Our work in life sciences helps sponsors, researchers, and healthcare organizations collect and analyze high-quality conversational data, enabling better insights into patient experiences, outcomes, and human-AI interactions. Position Overview We're hiring a Program Manager, Life Sciences Customer Delivery to lead implementation and delivery of mpathic's solutions across clinical research programs and healthcare studies. This role sits at the intersection of customers, human data operations, account management, engineering, and product. You will serve as the primary coordinator for healthcare customers, ensuring successful deployment of mpathic's Studio platform and data capture solutions while managing the operational workflows required to deliver high-quality customer outcomes. You will work directly with sponsors, research organizations, study personnel, and internal teams to onboard users, train site personnel, coordinate study execution, and manage vendors that support data quality and study success. This role is ideal for someone who enjoys bringing structure to complex life sciences technology implementations, building strong customer relationships, and managing operational programs that combine software, clinical workflows, and human expertise. What You'll Accomplish In Your First 6 Months You'll... Successfully onboard and train study personnel on our platform across multiple customer implementations Establish repeatable study implementation and site enablement processes Create visibility into study timelines, dependencies, risks, and operational metrics Partner with Product, Engineering, and Customer Success teams to improve delivery processes Become a trusted operational partner to sponsors, study teams, and customer stakeholders Become the reliable point of contact for scope, timeline, and study questions In Your First Year You'll... Build repeatable onboarding, training, and implementation playbooks for customer studies Improve study delivery predictability, data quality, and customer satisfaction Lead strategic customer implementations from planning through completion Help position mpathic as a trusted technology and operational partner for life sciences and healthcare organizations Flex into non-life-sciences program work during slower trial periods, demonstrating the role's portfolio flexibility What You'll Do Study Delivery & Customer Implementation Manage and lead customer implementations from study startup through completion Develop and maintain project plans, timelines, milestones, and resource allocations to ensure successful delivery Coordinate study startup activities including, onboarding, implementation planning, device management, and site activation Ensure deliverables are completed on time, within scope, and aligned with customer expectations Monitor project risks, dependencies, and blockers, proactively driving resolution and escalating when necessary Coordinate customer deployments, implementation activities, testing, and operational readiness efforts Manage projects in accordance with established timelines, budgets, quality standards, and customer requirements Site Training & Customer Enablement Train site personnel, coordinators, investigators, and customer stakeholders on mpathic's Studio platform and data capture workflows Adapt and maintain training materials, user guides, and implementation documentation to support successful adoption Lead onboarding sessions, office hours, and implementation workshops Partner with customers to identify workflow improvements and adoption opportunities Serve as a trusted advisor on operational best practices and study execution Human Data Operations Coordination Partner with Customer Success teams to manage review workflows, priorities, and capacity planning Monitor review throughput, turnaround times, and operational performance Track study metrics, review volumes, data quality indicators, and operational KPIs Ensure review activities are completed according to study requirements and quality standards Identify operational risks and implement mitigation plans to maintain study timelines and data quality Support continuous improvement initiatives that increase efficiency, consistency, and scalability across review operations Client & Stakeholder Management Serve as the primary operational point of contact for assigned customer engagements Build trusted relationships with sponsors, study teams, and customer stakeholders Lead project status meetings, implementation reviews, and executive stakeholder updates Manage customer expectations regarding scope, timelines, deliverables, and project changes Handle customer escalations professionally and drive issues through resolution Ensure customers have visibility into project progress, operational metrics, risks, and milestones Partner closely with internal stakeholders to ensure alignment across customer, product, and business priorities Vendor Coordination Coordinate the hardware vendor relationship: device package provisioning, inventory, and shipment timing aligned to each site activation wave Partner with the customer's CRO on site activation sequencing, integration dependencies, and data reconciliation Escalate and track resolution of vendor-side delays that put site timelines at risk Cross-Functional Delivery & Process Improvement Coordinate activities across Product, Engineering, Clinical, Research, Human Data Operations, and Customer Success teams Translate customer and business requirements into actionable project plans Maintain accurate project documentation, study records, and customer communications Develop dashboards and reporting mechanisms to provide visibility into project and operational performance Identify opportunities to improve delivery workflows, communication processes, and cross-functional coordination Help establish scalable delivery processes that support mpathic's continued growth You'll Thrive in This Role If You... Have 5+ years of project management, implementation management, clinical operations, customer delivery, or related experience Have experience supporting clinical trials, clinical research programs, healthcare technology implementations, or life sciences initiatives Have experience training customers, end users, or study personnel on software platforms Understand the software development lifecycle and can effectively partner with technical teams Have experience managing multiple concurrent projects with competing priorities Are highly organized and detail-oriented, with exceptional communication and stakeholder management skills Can confidently engage with customer stakeholders, clinical teams, executives, and technical teams Have a track record of identifying risks early and driving projects to successful outcomes Are comfortable operating independently in a fast-paced startup environment Can build trust and influence across teams without direct authority Care deeply about quality, accountability, customer success, and operational excellence Bonus Points If You Have Experience in clinical research, life sciences, digital health, healthcare technology, behavioral health, or AI safety Familiarity with GCP, clinical trial operations, site management, or regulated healthcare environments Experience with eCOA, ePRO, digital health, patient engagement, or data collection platforms Experience managing distributed reviewer, annotation, adjudication, quality assurance, or human data operations teams PMP, Certified Scrum Master, or related project management certification Experience working in startup or high-growth environments About the Team We're a mission-driven, fast-moving team that values ownership, clarity, and thoughtful decision-making. We care deeply about building meaningful technology—and doing it the right way. You'll work closely with: VP of Product Success: Partner on implementation strategy, customer onboarding, customer delivery, and operational excellence CTO: Collaborate on technical planning, customer deployments, and platform delivery Engineering Team: Coordinate development efforts, timelines, dependencies, and releases Research & Clinical Teams: Align study execution with scientific rigor and customer requirements Human Data Operations Team: Coordinate review workflows, quality management, and operational performance Our Hiring Process Recruiter Screen (20–30 minutes) Hiring Manager Interview Team Panel Interview Practical Exercise / Working Session Founder Interview Offer Compensation & Benefits Competitive salary Equity Company-funded health, dental, and vision insurance 401(k) with company match Flexible paid time off Remote-first culture Professional development opportunities Mission-driven work helping shape the future of safe and effective AI Apply Even If You Don't Check Every Box We know great candidates might not fit every bullet on a job description. If this role speaks to you and you're excited to help improve the future of healthcare research and AI safety, we'd love to hear from you.