Site: Mass General Brigham Incorporated

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

The Digital Manager of Research Support Operations is responsible for overseeing facilitation of intake, triage, and resolution workflows for digital research service and support requests across Digital Research Operation teams. This role leads a team of analysts to ensure timely, high-quality support for data access, product inquiries, and technical issues. The manager will design and optimize intake processes, service platforms (e.g., ServiceNow) improvements, performance metrics, and knowledge resources to improve operational efficiency and user satisfaction. Collaborating closely with product and support leads, the manager will prioritize service requests based on urgency, feasibility, and strategic value.

The Opportunity:
The Digital Manager of Research Support Operations is responsible for overseeing facilitation of intake, triage, and resolution workflows for digital research service and support requests across Digital Research Operation teams. This role leads a team of analysts to ensure timely, high-quality support for data access, product inquiries, and technical issues. The manager will design and optimize intake processes, service platforms (e.g., ServiceNow) improvements, performance metrics, and knowledge resources to improve operational efficiency and user satisfaction. Collaborating closely with product and support leads, the manager will prioritize service requests based on urgency, feasibility, and strategic value.
Key Responsibilities
• Design, implement, and continuously improve intake and routing processes for data access, product support, and general service requests from the MGB research community.
• Define, track, and report on service level indicators and other performance metrics to assess service responsiveness, resolution times, and user satisfaction. Use data to drive continuous improvement in support operations and demand management.
• Collaborate with product and support leads to assess, prioritize, and resource new requests based on impact, urgency, and bandwidth of digital research operations teams.
• Establish intake review cadences as needed to ensure that the prioritization of incoming requests reflects both operational feasibility and strategic value.
• Lead efforts to evaluate, implement, and improve intake and ticketing platforms (e.g., ServiceNow, Jira) that support structured triage, escalation, and resolution workflows. Build integrations and automation where appropriate to reduce manual effort and improve speed of service.
• Work with support analysts to develop internal knowledge bases, process documentation, and user-facing FAQs to streamline resolution of common issues and empower researchers to find solutions independently.
• Develop communication plans and training materials to support rollouts of new intake tools, processes, or service enhancements.
• Develop structured triage models and escalation protocols to address high-priority or complex issues quickly and transparently.
• Conduct needs assessments to uncover unmet support demands or inefficiencies in current intake workflows. Lead pilot initiatives and change management efforts for deploying new intake or triage capabilities
• Collaborate with IT, InfoSec, and other digital stakeholders to ensure intake workflows and ticketing systems integrate with broader institutional platforms where appropriate.
• Coach and develop team members through performance management, skill-building, and cross-training to ensure high-quality, resilient support operations
• Manage a team of analysts responsible for daily end user support and incident response across all digital research teams.

 

Qualifications

Qualifications

Minimum of 5 years of relevant experience in healthcare, research support, operations, or digital project management.At least 4 years of experience managing direct reports or leading cross-functional teams.Proven ability to manage intake and triage workflows using platforms such as ServiceNow, Jira, or similar systems.Knowledge of roadmap planning, user feedback integration, and support strategies for research-facing platforms.Skilled in prioritizing and routing service requests across multiple digital product and support teams.Experience designing and implementing escalation protocols for high-impact or time-sensitive issues.Strong interpersonal and communication skills; able to translate user needs into clear requirements and service enhancements.Comfortable working across technical and non-technical stakeholders, including researchers, analysts, and product teams.Demonstrated experience in a complex healthcare or academic research environment.Bachelor’s degree from an accredited institution required.

Supervisory Responsibilities

Directly manage up to five staff members within digital research operations.Oversee performance management, staff development, and daily operations of the support team.Recruit and retain qualified personnel, foster team collaboration, and address performance concerns as needed.Provide coaching and mentorship to ensure professional growth and alignment with organizational goals.

 

Additional Job Details (if applicable)

Onsite Flexible Working Model Required

M-F Eastern Business hoursOnsite Flexible working model required weekly or monthlyMust be flexible for onsite to accommodate business needs and as plannedRemote working days require stable secure, quiet, compliant working station

 

Remote Type

Hybrid

 

Work Location

399 Revolution Drive

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

Pay Range

$115,398.40 - $167,845.60/Annual

 

Grade

8

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.