Remote Customer Support Jobs in Roxboro, NC (NOW HIRING)

Job Overview

The RRC Director of Operations is a senior individual contributor responsible for advancing the growth, scalability, operational consistency, and quality of the Remote Research Clinicians business. This role provides dedicated leadership across strategic client engagement, technology-enabled operations, service expansion, and quality oversight to support RRC's next phase of growth.

This position partners closely with RRC leadership, Business Development, Delivery teams, Product and Technology teams, Sponsors, Quality and Compliance, Therapeutic Area Leads, and other cross-functional stakeholders to identify opportunities for operational improvement, service diversification, technology adoption, and delivery excellence across global clinical research programs.

Essential Functions

Strategic Growth & Key Account Leadership

• Serve as a senior operational liaison for strategic sponsor accounts, supporting governance, issue resolution, service planning, and growth initiatives.
• Support pre-award consultation, solution design, scope development, and bid defense preparation.
• Partner with Sponsors, Sites, Business Development, and Delivery teams to identify opportunities that increase clinician value.
• Participate in governance and strategic planning discussions that support service growth and operational transformation.
• Monitor industry trends, customer needs, decentralized clinical trial developments, and competitive activity to inform RRC growth strategy.

Technology Strategy & Operational Enablement

• Act as the primary RRC business representative for technology strategy and workflow enhancement initiatives.
• Partner with Product, Technology, System Architecture, and Operations teams to prioritize and implement technology improvements.
• Evaluate and operationalize solutions that improve efficiency, scalability, quality oversight, and stakeholder experience.
• Drive advancement of technology-enabled clinical trial solutions, including workflow automation, eSource, digital health, and operational management platforms.
• Develop standards, metrics, reporting frameworks, and governance processes that promote consistent use of tools, systems, and dashboards.
• Identify opportunities to leverage technology to reduce manual effort, improve visibility, and strengthen operational controls.

Strategic Expansion & Service Innovation

• Lead evaluation, design, and implementation of new RRC services and operational capabilities.
• Partner with leadership to define operational workflows, governance structures, implementation models, and success criteria for emerging offerings.
• Drive continuous improvement and Kaizen initiatives focused on scalability, productivity, quality, and customer experience.
• Identify opportunities for standardization across service lines, countries, clinician types, and delivery models.
• Develop operational playbooks, implementation frameworks, and best practices that enable sustainable global growth.
• Assess new business opportunities and emerging market needs to support long-term expansion of RRC capabilities.

Quality Oversight & Operational Excellence

• Provide centralized quality oversight across key RRC operations.
• Review quality metrics, issue trends, audit findings, and operational performance indicators to identify improvement opportunities.
• Support investigations, root cause analyses, and Corrective and Preventive Action (CAPA) activities.
• Collaborate with Quality and Compliance teams to ensure operational processes remain aligned with regulatory and internal quality expectations.
• Lead development, revision, and implementation of SOPs, work instructions, templates, and training materials.
• Provide guidance on complex operational challenges, escalations, and quality-related risks.
• Promote a culture of continuous improvement, accountability, and delivery excellence throughout the organization.

Operational Performance & Organizational Support

• Evaluate workload, utilization, productivity, quality, and customer satisfaction metrics.
• Support capacity planning, operational readiness assessments, and resource forecasting.
• Establish success measures and reporting frameworks for strategic initiatives and operational improvement efforts.
• Identify and communicate lessons learned and best practices throughout the organization.
• Support organizational readiness for growth through process optimization and business transformation initiatives.

Qualifications

Education

• Bachelor's degree in Life Sciences, Healthcare, Clinical Research, Business, Operations, or a related field required.
• 3+ years direct experience in remote visits in AD or Dir level role

Experience

• Significant experience in clinical research, decentralized clinical trials, clinical operations, project management, patient/site services, or related healthcare services.
• Experience supporting complex global clinical trial operations and multi-functional delivery teams.
• Demonstrated experience working with sponsors, sites, and operational stakeholders in a highly matrixed environment.
• Experience leading strategic initiatives, operational improvements, business transformation efforts, or service expansion activities.
• Experience with technology-enabled clinical trial delivery models and digital health solutions preferred.

Knowledge, Skills & Abilities

• Strong understanding of clinical trial operations and decentralized clinical trial methodologies.
• Working knowledge of ICH-GCP, quality systems, regulatory requirements, and operational compliance standards.
• Excellent strategic thinking and business planning capabilities.
• Strong problem-solving skills with the ability to navigate complex operational challenges.
• Demonstrated ability to evaluate operational metrics and translate data into actionable improvements.
• Exceptional stakeholder management and influence skills.
• Excellent written, verbal, and presentation communication abilities.
• Ability to lead initiatives across multiple functions without direct authority.
• Experience developing operational processes, SOPs, work instructions, governance models, and training materials.
• Strong organizational and prioritization skills with the ability to manage multiple strategic initiatives simultaneously.
• Proficiency with Microsoft Office applications and operational management systems.

Key Success Measures

• Successful implementation of strategic growth initiatives.
• Expansion of RRC service offerings and operational capabilities.
• Measurable improvements in quality, efficiency, and operational consistency.
• Increased adoption of technology-enabled workflows and solutions.
• Improved stakeholder satisfaction and business performance.
• Successful execution of continuous improvement and transformation initiatives.
• Development of scalable operational frameworks that support long-term business growth.

Role Scope

This is a non-billable senior individual contributor role focused on business growth, central operational support, technology advancement, service innovation, and quality oversight. The position provides dedicated strategic leadership that strengthens scalable delivery, operational consistency, and future growth of the Remote Research Clinicians organization while allowing delivery and line management leaders to remain focused on project execution and team development.

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IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more athttps://jobs.iqvia.com

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe

IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism.