About this Risk Management Lead role at Endpointclinical
Endpointclinical · Remote · Remote India
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 closely with Customer Support, Operations, Engineering to proactively manage operational risks, improve service reliability, and drive a culture of continuous improvement across Interactive Response Technology (IRT) and Randomization and Trial Supply Management (RTSM) solutions.
Responsibilities
Experience
- 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 Interactive Response Technology (IRT)/Randomization and Trial Supply Management (RTSM) systems is required. Candidates must demonstrate practical expertise across the IRT/RTSM study lifecycle, randomization, clinical supply and inventory management, test strategy and testing approaches. Experience managing customer-impacting risks and critical issues within validated, regulated environments is essential. Candidates without substantive IRT/RTSM experience will not meet the minimum requirements for this position.
- 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.
Education
Bachelor's degree in Business, Operations, Risk Management, Information Technology, or a related field.
Required Skills
- Enterprise Risk Management (ERM)
- Customer Support Operations
- Advanced, applied knowledge of clinical trial operations and end-to-end IRT/RTSM processes, controls, integrations, risks, and regulatory requirements
- Incident & Escalation Management
- Root Cause Analysis (RCA)
- SLA Management
- Quality Assurance & Compliance
- Business Continuity Planning
- Data Privacy & Information Security Awareness
- Process Improvement and Optimization
- KPI/KRI Reporting and Analytics
- Stakeholder Management
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