Associate Director, Customer Enablement (Ophthalmology) - OptymEdge

Emmes Group • Rockville, MD

2d • Remote

About The Position

OptymEdge, part of the Emmes Group, develops training and certification solutions for Visual Function Examiners and Visual Acuity Rooms. It partners with study teams to provide visual function certification that supports quality and consistency in ophthalmic clinical trial data. The organization has certified more than 2,500 sites worldwide since 1995 and brings experience across Phase I through post-marketing anterior segment and retina trials, combining clinical ophthalmology, optometry and clinical trial expertise.

The Associate Director, Customer Enablement ensures a seamless, customer-focused transition from commercial selection to operational delivery. As the founding leader of this function, the role provides continuity during study mobilisation, coordinates commitments and readiness across stakeholders, and establishes repeatable processes, governance and portfolio visibility. The role is accountable for a structured and documented transition; ongoing execution is owned by the appropriate delivery functions after acceptance. Key priorities include customer experience, sale-to-delivery transition, cross-functional alignment, technology adoption and process improvement, scalable practices, and team and portfolio growth.

The position is remote within the United States. Emmes offers a competitive benefits package focused on the health and needs of its workforce, and describes its work as contributing to public health initiatives globally and in local communities.

Requirements

• Bachelor’s degree in a relevant discipline or equivalent professional experience.
• Typically 10+ years of relevant experience.
• Experience in customer onboarding, clinical trial operations, project or programme management, or commercial-to-delivery transitions.
• Strong project management skills, including practical knowledge of project lifecycles, governance, risk management and process improvement.
• Understanding of clinical trial delivery and study start-up.
• Ability to influence across functions, manage concurrent engagements and build repeatable processes.
• Excellent communication, organisation and problem-solving skills.

Nice To Haves

• Ophthalmology experience is advantageous.
• People leadership or team-building experience is preferred.

Responsibilities

• Confirm customer objectives, agreed commitments, key scope assumptions and immediate priorities after study selection.
• Coordinate communications during mobilisation and manage stakeholder expectations.
• Collect customer feedback and identify improvements to the initial customer experience and delivery readiness.
• Lead structured transitions for awarded studies, documenting scope, deliverables, timelines, dependencies and responsibilities.
• Coordinate readiness milestones, clarify accountable owners, and make open actions and decisions visible and actively managed.
• Maintain action, risk and dependency logs; escalate unresolved issues; and confirm documented handover and acceptance by the responsible delivery function.
• Coordinate commercial, operational, technology, finance and other stakeholders to translate commitments into an executable start-up plan.
• Establish operating cadences, status reporting, decision records and escalation pathways during the transition period.
• Identify discrepancies in scope, timelines, resourcing or contractual assumptions and coordinate timely resolution with accountable stakeholders.
• Coordinate technology onboarding requirements, including configuration, access, training arrangements and customer readiness.
• Monitor early adoption barriers and confirm ownership, support and escalation arrangements for ongoing use.
• Identify recurring onboarding challenges and recommend process or technology improvements.
• Maintain a portfolio view of studies in transition, including status, milestones, readiness, risks and outstanding actions.
• Define and monitor measures such as transition timeliness, handover completeness, open issues and customer onboarding feedback.
• Build scalable templates, playbooks and ways of working; recruit, lead and develop a team as business volume and organisational needs increase.
• Perform additional duties as assigned.

Benefits

• Flexible Approved Time Off
• Tuition reimbursement
• 401k retirement plan
• Work from home anywhere in the US
• Maternal/paternal leave
• Casual dress code and work environment
• Opportunities for volunteerism through the Emmes Cares community engagement program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior