Program Manager, Life Sciences Customer Delivery

About mpathic

mpathic is keeping humans safe in the AI era with experts and software that are rooted in psychology and powered by clinicians. We work with leading AI model builders, application layers, healthcare organizations, and researchers to understand and protect people, reducing the world's biggest human risks.

As AI becomes increasingly embedded in everyday life, organizations need better ways to evaluate, monitor, and improve how AI systems interact with people. mpathic provides the expertise, technology, and scientific rigor to help organizations build safer, more effective conversational AI.

Our work in life sciences helps sponsors, researchers, and healthcare organizations collect and analyze high-quality conversational data, enabling better insights into patient experiences, outcomes, and human-AI interactions.

Position Overview

We're hiring a Program Manager, Life Sciences Customer Delivery to lead implementation and delivery of mpathic's solutions across clinical research programs and healthcare studies.

This role sits at the intersection of customers, human data operations, account management, engineering, and product. You will serve as the primary coordinator for healthcare customers, ensuring successful deployment of mpathic's Studio platform and data capture solutions while managing the operational workflows required to deliver high-quality customer outcomes.

You will work directly with sponsors, research organizations, study personnel, and internal teams to onboard users, train site personnel, coordinate study execution, and manage vendors that support data quality and study success.

This role is ideal for someone who enjoys bringing structure to complex life sciences technology implementations, building strong customer relationships, and managing operational programs that combine software, clinical workflows, and human expertise.

What You'll Accomplish

In Your First 6 Months You'll...

Successfully onboard and train study personnel on our platform across multiple customer implementations

Establish repeatable study implementation and site enablement processes

Create visibility into study timelines, dependencies, risks, and operational metrics

Partner with Product, Engineering, and Customer Success teams to improve delivery processes

Become a trusted operational partner to sponsors, study teams, and customer stakeholders

Become the reliable point of contact for scope, timeline, and study questions

In Your First Year You'll...

Build repeatable onboarding, training, and implementation playbooks for customer studies

Improve study delivery predictability, data quality, and customer satisfaction

Lead strategic customer implementations from planning through completion

Help position mpathic as a trusted technology and operational partner for life sciences and healthcare organizations

Flex into non-life-sciences program work during slower trial periods, demonstrating the role's portfolio flexibility

What You'll Do

Study Delivery & Customer Implementation

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

Site Training & Customer Enablement

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

Human Data Operations Coordination

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

Client & Stakeholder Management

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

Vendor Coordination

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

Cross-Functional Delivery & Process Improvement

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

You'll Thrive in This Role If You...

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

Bonus Points If You Have

Experience in clinical research, life sciences, digital health, healthcare technology, behavioral health, or AI safety

Familiarity with GCP, clinic