Risk Management Lead

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 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. Partner with all relevant groups to strengthen, enhance, and drive more effective risk assessments across the study lifecycle. Serve as a hands-on lead, directly conducting reviews, risk assessments, issue analysis, and mitigation follow-through, while also providing strategic guidance and advice. Develop and maintain risk management frameworks, policies, and procedures for Customer Support operations. Identify operational, service, compliance, data privacy, and customer experience risks. Provide expert input to support risk register and mitigation plans. Monitor Key Risk Indicators (KRIs) and recommend corrective actions. Lead root cause analysis for major customer escalations, recurring issues, and