New

Digital Manager Operations

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Jul 21, 2025
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 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. Bachelor's 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. 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 Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.