Director, Operations

About WCG WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials. Why WCG At WCG, we invest in our people because you are the driving force behind our mission. When you grow, our impact grows. When you thrive, research accelerates. We empower you to build a meaningful career while advancing the work that improves lives. What we offer: Comprehensive health and financial protection – Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accountsResources that support your whole life – Employee assistance programs and work/life balance toolsInvestment in your growth – Referral bonuses, tuition reimbursement, on-the-job training, certification assistance, and continuing education supportTime to recharge – Paid holidays, vacation, and sick timePathways forward – Career development opportunities across One WCG We practice transparency in everything we do, including compensation. The salary range for this position reflects our commitment to fair, competitive pay based on your qualifications, experience, skills, education, and location. Together, we'll find the right fit for your expertise and our shared mission. Job Summary JOB SUMMARY:   Responsible for leading and managing the daily activity for operations staff.  This position has direct responsibility for ensuring client services, quality and turnaround time (TAT) metrics are met while providing the vision and strategy to drive continuous improvement, process and system changes to meet business needs. This role contributes to the company’s overall mission to protect the rights and welfare of human subjects involved in research. ESSENTIAL DUTIES/RESPONSIBILITIES: To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The accountabilities listed below are representative of the knowledge, skills, and/or ability required. Provide day-to-day leadership and management of Operations organization and span may include other areas such as IBC, Board support, and other IRB remote operations. Direct activities of Operations team to include setting direction, clear goals and metrics, establishing and maintaining open lines of communication and leveraging Shared Services to support achievement of business objectives. Ensure harmonization of operational practices across the Division. In partnership with other leaders, manage all operational requirements for IRB, IBC and Board Committees, as applicable. Use apply and access technology systems that assist in streamlining operational efficiencies. Attract, select, hire and develop high performing team members. Continually assess and provide learning opportunities to support team member’s growth and development. Lead all operational activities, tasks and service to internal stakeholders and clients Manage operational productivity and fluctuations in workload by careful management of resources Help to drive a culture that is positively energized and where people are engaged. Monitor department metrics and utilize data to increase productivity and service level Be accountable for performance management of Operations team insuring consistency across Division Develop department processes to maintain quality and ensure efficiencies for clients across division. This includes participating and reviewing Standard Operating Procedures (SOPs) and intra Division Operational procedures and practices. Play active role in staff communications throughout company participating in events, meetings and trainings. Provides timely, accurate analysis and reporting on the business metrics for Operations. Actively demonstrate a customer service orientation with clients and across the company.  Stay abreast of current government and industry requirements and practices related to technology services. Must maintain confidentiality in all matters and handle all matters discretely. Other duties as assigned. These may, on occasion, be unrelated to the position described here. Attendance and punctuality are essential functions of the position. EDUCATION REQUIREMENTS: Bachelor’s degree in a business-related field required. Master’s degree preferred. CERTIFICATIONS/LICENSE/REGISTRATION REQUIREMENTS: Continuous Improvement green belt certification or higher desired. QUALIFICATIONS/EXPERIENCE: Minimum of eight (8) years in clinical research, IRB or life sciences industry. Minimum of five (5) years’ experience leading and supervising operational staff in an IRB, clinical research organization or life sciences company. Experience in managing high volume operations teams using complex practices and systems Demonstrated ability to inspire and engage others. Ability to lead, plan and manage change, especially around efficiency and effectiveness measures. Excellent interpersonal skills including written and verbal communications. Proven track record attaining goals and metrics in a dynamic organization. Demonstrated customer focus orientation in servicing internal customers and clients. Exudes a respectful, constructive and energetic style. Must have advanced skills in Microsoft Word, Excel, Outlook, Access and PowerPoint. Ability to select, hire, motivate and train operations staff population. Strong analytical, project management and problem-solving skills. Demonstration of the following competencies results oriented, customer focus, excellent listening, communication, and decision-making skills, presentation skills, organization agility, business acumen, interpersonal savvy, ethics