Risk Management Lead
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Before you apply
LocationRemote India
Work moderemote
Typefull-time
SeniorityLead
Experience5+ yrs
DepartmentServices, 472 COGS - Customer Support
Company size201–500 people
PostedOct 16, 2026 · 3w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
5+ years of experience in Customer Support, Operations, Risk Management, Quality, Compliance, or related functions
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
Experience managing operational risks within customer-facing organizations
Strong background in incident management, escalation management, and process improvement
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
Bachelor's degree in Business, Operations, Risk Management, Information Technology, or a related field
Experience working in SaaS, Pharma, Healthcare, Technology, Life Sciences, or similar regulated industries is preferred
About the role
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
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Review study specifications, protocols, test strategies, and other study deliverables to confirm that critical functionality has been appropriately designed, built, tested, and is functioning effectively.
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Partner with all relevant groups to strengthen, enhance, and drive more effective risk assessments across the study lifecycle.
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Serve as a hands-on lead, directly conducting reviews, risk assessments, issue analysis, and mitigation follow-through, while also providing strategic guidance and advice.
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Develop and maintain risk management frameworks, policies, and procedures for Customer Support operations.
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Identify operational, service, compliance, data privacy, and customer experience risks.
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Provide expert input to support risk register and mitigation plans.
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Monitor Key Risk Indicators (KRIs) and recommend corrective actions.
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Lead root cause analysis for major customer escalations, recurring issues, and service incidents.
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Collaborate with support leaders to implement preventive actions and continuous improvement initiatives.
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Ensure risks associated with support workflows, tools, and customer interactions are effectively managed.
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Ensure adherence to best practices related to Operational Delivery, company policies, data privacy requirements, and industry regulations.
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Drive quality improvement initiatives across delivery functions where applicable.
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Lead risk assessments related to critical incidents and customer-impacting events.
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Coordinate response efforts during high-severity customer escalations.
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Ensure lessons learned are captured and mitigation plans are implemented.
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Track remediation actions through closure.
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Prepare executive-level risk reports, dashboards, and recommendations.
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Present key risk trends, mitigation efforts, and service performance metrics to leadership.
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Partner with cross-functional teams to address emerging business risks.
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Support strategic initiatives by conducting risk assessments and impact analyses.
Experience
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5+ years of experience in Customer Support, Operations, Risk Management, Quality, Compliance, or related functions.
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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.
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Experience managing operational risks within customer-facing organizations.
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Strong background in incident management, escalation management, and process improvement.
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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
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Enterprise Risk Management (ERM)
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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