Senior Risk & Compliance Lead — IRT/RTSM Ops

OpenKrill; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

OpenKrill is seeking a Risk Management - Lead to identify, assess, monitor, and mitigate risks across customer support operations, service delivery and compliance within a clinical trial technology environment.

You will partner with Customer Support, Operations, and Engineering to proactively manage operational risks, improve service reliability, and drive continuous improvement across IRT and RTSM solutions. Leadership in risk governance and incident management is essential.

Qualifications

• 5+ years in Customer Support, Operations, Risk Management, Quality, Compliance, or related functions.
• Mandatory IRT/RTSM experience in clinical trials environments with production support of IRT/RTSM systems.

Responsibilities

• Identify, assess, monitor, and mitigate risks impacting customer support operations, service delivery, and compliance.
• Develop and maintain risk management frameworks, policies, and procedures for Customer Support operations.
• Review study specs, protocols, and test strategies to ensure critical functionality is designed, built, tested, and functioning.
• Lead risk assessments, issue analysis, and mitigation follow-through; provide strategic guidance.
• Monitor KRIs and lead remediation actions; coordinate preventive actions with cross-functional teams.
• Prepare executive risk reports, dashboards, and leadership-facing recommendations.
• Coordinate response during high-severity customer escalations; capture lessons learned.

Skills

ERM

Customer Support Ops

Incident & Escalation Mgmt

Root Cause Analysis

SLA Management

Quality Assurance & Compliance

Business Continuity Planning

Data Privacy & Info Security

Process Improvement

KPI/KRI Reporting

Stakeholder Management

Education

Bachelor's degree in Business/Operations/IT or related field

Job description

OpenKrill is seeking a Risk Management - Lead to identify, assess, monitor, and mitigate risks across customer support operations, service delivery and compliance within a clinical trial technology environment.

You will partner with Customer Support, Operations, and Engineering to proactively manage operational risks, improve service reliability, and drive continuous improvement across IRT and RTSM solutions. Leadership in risk governance and incident management is essential.