Senior Manager, HPC Researcher Experience

massgeneralbrigham; Somerville (MA); On-site; USD 140,000 - 190,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

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

Mass General Brigham Digital supports the clinical, operational, research, and academic missions through secure, reliable, and user-centered technology services. Digital Research Operations provides specialized platforms, infrastructure, and support services that enable investigators, research staff, trainees, and collaborators to conduct data-intensive biomedical research across Mass General Brigham.

Join our scientific computing team and help researchers unlock the potential of a new, world-class High-performance Compute platform. By enabling researchers to analyze larger and more complex datasets, test more ambitious scientific questions, and move more quickly from inquiry to insight, the platform can accelerate data-intensive biomedical research, support reproducible and collaborative science, and expand the range of discoveries possible across Mass General Brigham.

The Senior Manager, HPC Researcher Experience is responsible for building, leading, and continuously improving the researcher-facing experience for Mass General Brigham's high-performance computing platform. This role owns outreach, relationship management, onboarding, training, service communications, support coordination, user engagement, and operational readiness for the MGB research community and labs, ensuring that investigators, research staff, trainees, and collaborators can effectively access, use, and benefit from scientific computing and HPC services.

This role serves as the bridge between MGB researchers and the HPC platform, combining relationship management, service leadership, training and adoption, roadmap input, and close partnership with HPC Engineering. The Senior Manager will use researcher feedback, support trends, usage patterns, service metrics, and strategic priorities to improve usability, documentation, self-service capabilities, researcher communications, and the overall HPC experience.

Principal Duties and Responsibilities

• Own and continuously improve the researcher-facing HPC service strategy and operating model, including intake, triage, escalation, communications, knowledge management, service standards, and operational reporting.
• Partner with the Senior Manager, HPC Engineering, engineering staff, Digital Research Operations leadership, and institutional stakeholders to align researcher experience, platform reliability, operational readiness, roadmap priorities, and adoption goals.
• Set priorities for the researcher-facing service experience team, balancing support demand, onboarding volume, training needs, service improvement work, and readiness for platform changes.
• Develop and execute outreach, engagement, onboarding, training, office hours, user forums, documentation, and feedback programs that help the MGB research community adopt and use scientific computing and HPC services effectively.
• Serve as a senior relationship manager for MGB research labs, investigators, research staff, trainees, core facilities, departments, and institutional partners, connecting scientific computing and HPC capabilities to research needs.
• Own the researcher-facing HPC feature roadmap by translating input from MGB research labs, support trends, usage patterns, training gaps, and strategic priorities into prioritized improvements to usability, documentation, self-service capabilities, and the overall researcher experience.
• Track service health measures and provide regular updates, analysis, and recommendations to Digital Research Operations leadership on adoption, support demand, risks, resource needs, and improvement priorities.
• Lead researcher-facing communications and impact management during incidents, maintenance windows, service changes, and platform upgrades, in partnership with technical teams and Digital Research Operations leadership.
• Lead, coach, and develop assigned staff, fellows, and contributors, setting clear expectations for service quality, responsiveness, prioritization, collaboration, professional development, and continuous improvement.
• Scale the researcher-facing support function as platform adoption grows, including roles, coverage models, onboarding plans, documentation expectations, future staffing needs, and measures of program success.
• Promote a culture of accountability, responsiveness, collaboration, continuous improvement, technical curiosity, and service excellence aligned with Mass General Brigham values.
• Perform other duties and