Technical Program Manager, Life Sciences Customer Delivery

mpathic is keeping humans safe in the AI era with experts and software that are rooted in psychology and powered by clinicians. They are seeking a Technical Program Manager, Life Sciences Customer Delivery to lead the implementation and delivery of their solutions across clinical research programs and healthcare studies.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• 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
• 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