Director of Operations Customer Support

Technology and R&D Iselin, New Jersey

Position at Medidata Solutions

Medidata: Conquering Diseases Together

Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at

Your Mission: 

  • Responsible for managing the day-to-day helpdesk functions and liaise between the partner and internal Medidata teams

  • Responsible for managing the day-to-day operational functions of the Support organisation, people, process and technology

  • Responsible for helpdesk vendor budget

  • Responsible for Modernizing our customers Support experience 

  • Analyze trends to enhance current strategies and process for constant evolution of the customer experience

  • Cultivate cross-functional relationships between the business and vendor


Your Competencies: 

  • Technical Communication: Ability to create and present reports for distribution to a wider audience of individual contributors, line management and executive management

  • Expert Knowledge of data and tools used to manage customer service organizations

  • Experience working large global support environment

  • Comfortable working with data and deriving metrics and visualizations from that data

  • Ability to collaborate across multiple geographies, organizations

  • Ability to interact and if necessary manage aspects of vendor relationships

  • Advanced skills in process definition, measurement and improvement

  • Experience working in an Agile environment preferred

  • Experience working in a regulated, environment preferred

  • Strong understanding of customer service approaches

  • Drives team to execute on contract terms and conditions and works with the delivery managers to ensure on-time delivery of projects that support the client's business. 

  • Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.

  • Establishes and assures adherence to budgets, schedules, work plans, and performance requirements. 

  • Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers. 

  • Requires the ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship. 

  • Manages activities of two or more teams. 

  • Exercises supervision in terms of costs, methods, and staffing. In some instances this manager may have subordinate supervisors.

  • Experience with Zendesk and associated applications. 


Your Education & Experience:

  • The minimum education level required (Bachelor’s, Master’s, etc.) Bachelor’s preferred

  • The fields of study you would accept (Computer Science, I.T., etc.) Technical Helpdesk, Life Sciences, Vendor Management

  • The minimum years of experience you require in specific tasks, technologies, types of experience etc. 10

  • The minimum years of experience you require overall 10

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 20,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.