HPC Researcher Experience Lead

massgeneralbrigham; Somerville (MA); Presencial; USD 140 000 - 190 000; Tempo integral

Resumo da oferta

Mass General Brigham Digital Research Operations hosts a secure, reliable, and user-centered HPC platform to enable large-scale, data-intensive biomedical research across Mass General Brigham.

The Senior Manager, HPC Researcher Experience, leads outreach, onboarding, training, and governance for researchers, coordinating with HPC Engineering and institutional partners to improve usability and adoption of the platform.

Responsabilidades

• Own and improve the researcher-facing HPC service strategy and operating model, incl. intake, triage, escalation, communications, knowledge management, service standards, and reporting.
• Partner with HPC Engineering and stakeholders to align researcher experience, platform reliability, and adoption goals.
• Set priorities for the researcher-facing service experience team, balancing support demand and onboarding.
• Develop and execute outreach, onboarding, training, office hours, user forums, documentation, and feedback programs for researchers.
• Serve as a senior relationship manager for labs, investigators, staff, trainees, facilities, and institutional partners.
• Own the researcher-facing HPC feature roadmap, translating input into prioritized usability and self-service improvements.
• Track service health measures and provide regular updates and recommendations to Digital Research Operations leadership.
• Lead researcher-facing communications during incidents, maintenance windows, and platform upgrades with technical teams.
• Lead, coach, and develop assigned staff and contributors with clear expectations for quality and collaboration.
• Scale the researcher-facing support function as platform adoption grows and define staffing and coverage plans.
• Promote accountability, collaboration, continuous improvement, technical curiosity, and service excellence at Mass General Brigham.
• Perform other duties as assigned.

Descrição da oferta de emprego

Mass General Brigham Digital Research Operations hosts a secure, reliable, and user-centered HPC platform to enable large-scale, data-intensive biomedical research across Mass General Brigham.

The Senior Manager, HPC Researcher Experience, leads outreach, onboarding, training, and governance for researchers, coordinating with HPC Engineering and institutional partners to improve usability and adoption of the platform.