Senior Manager, HPC Researcher Experience

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 Brighams 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 responsibilities as assigned.

Qualifications

• Bachelors degree in computer science information systems engineering life sciences biomedical informatics or a related field required; advanced degree preferred. Equivalent experience may be considered in lieu of degree.
• 8 years of experience in high performance computing support scientific computing academic technology support IT service management or a related technology field.

• 2 years of people management service management technical program leadership or operational leadership experience required.

• Experience supporting and managing relationships with researchers faculty trainees lab groups technical users or academic departments in a scientific computing biomedical research academic technology or complex technology service environment.

• Working knowledge of HPC concepts scientific software job scheduling storage cluster environments modules and containers user accounts access controls and common researcher support needs.

• Demonstrated experience leading a support function service portfolio user engagement program or operational team using metrics and stakeholder feedback to improve services priorities staffing plans documentation and training.

• Experience developing or delivering technical training workshops office hours onboarding materials user documentation or outreach programs for technical audiences.

• Strong customer service orientation with the ability to communicate clearly with researchers technical staff leadership and institutional partners.

• Knowledge of security HIPAA and privacy compliance identity and access management and risk management practices relevant to healthcare or academic research environments preferred.

Working Model:

• 1-4 days per week onsite at Assembly Row in Somerville MA with an average of at least four days on-site per month.
• A quiet secure compliant workspace is required for remote workdays and will be viewed and confirmed via Microsoft Teams Video on day 1 for all remote and/or hybrid hires
• MGB will ensure that candidates have a HIPAA-compliant workspace

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$117707.20 - $171204.80/Annual

Grade

8

At Mass General Brigham we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive and any offer extended will take into account your skills relevant experience if applicable education certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however it does not encompass all elements contributing to your total compensation addition to competitive base pay we offer comprehensive benefits career advancement opportunities differentials premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.

Required Experience:

Senior Manager