Data Domain Lead, Customer Data Delivery (Director)

Thermo Fisher Scientific•Wilmington, NC

5h•$185,000 - $215,000•Remote

About The Position

At Thermo Fisher’s PPD clinical research business (CRG), we’re using digital innovation, data science, and AI to reimagine how life-changing therapies reach patients. Our teams combine deep scientific expertise with advanced analytics, automation, and digital platforms to make research smarter, faster, and more connected. At CRG we know that innovation happens when diverse minds meet. Our Digital Science, Data, and AI professionals collaborate closely with scientists, clinicians, and operational experts to solve real-world challenges in clinical research. Alongside our partnership with Open AI, you can be part of the collaboration that will help to improve the speed and success of drug development, enabling customers to get medicines to patients faster and more cost effectively. You’ll join a culture that values experimentation, learning, and collaboration — where your ideas can help shape how we deliver life-saving solutions and improve global health outcomes. Whether you’re a data engineer, product manager, software developer, or AI scientist, you’ll find opportunities here to apply your skills to work that truly matters — improving global health outcomes. Position Summary The Data Domain Lead, Customer Data Delivery (known internally as Director, IT, band 9) acts as a strategic partner to CRG’s sponsors, providing the bridge between sponsor business needs and data-driven solutions. The Customer Data Delivery Lead owns the end-to-end delivery of sponsor deliverables within CRG Digital and is accountable for delivering value to CRG’s sponsors through timely, high-quality standard and custom data deliverables, encompassing both clinical operations and clinical subject data. Reporting to the Head of Data Capabilities, CRG Digital, this role leads Customer Solutions Specialists, BSAs, and technical delivery teams and partners in a matrix with CRG Digital Customer Success, Data Platforms, CRG IT, data owners, and other business stakeholders to ensure availability and robustness of data to achieve sponsor business objectives.

Requirements

Bachelor's degree or equivalent and relevant formal academic / vocational qualification.
MBA / MS preferred
Previous data leadership experience that provides the knowledge, skills, and abilities to perform the job (comparable to 12 years’ experience)
Data leadership experience in a CRO, eClinical data provider, or digital health/data startup, with at least 5 years managing end-to-end customer engagements.
Proven program/delivery leadership across cross-functional technical teams in sponsor-facing settings, with track record of delivering high-quality, on-time solutions to customers or similar stakeholders.
Expertise in clinical data systems and in translating business needs into technical systems and data requirements.
Demonstrated success partnering within matrix organizations and external partner teams to deliver complex, regulated data deliverables.
Deep understanding of clinical trial operations (recruitment, start-up, clinical operations, data management, RBM, safety) and associated data.
Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
Able to work upright and stationary for typical working hours.
Ability to use and learn standard office equipment and technology with proficiency.
Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
May require as-needed travel (0-25%).
Must be legally authorized to work in the United States without sponsorship.
Must be able to pass a comprehensive background check, which includes a drug screening.

Nice To Haves

Existing deep understanding of CRG systems and data sources (preferred).

Responsibilities

Customer Engagement & Partnership – Develop and maintain strong relationships with customers and serve as single-thread point of contact for customer data delivery needs. Lead scoping discussions, and manage expectations, timelines, quality, communications, and executive readouts. Support Customer Success and account teams on customer discussions and RFIs, as needed.
Delivery Oversight - Lead technical execution of data delivery to sponsors, including both standard and customer deliverables. Ensure that product/business requirements are translated into technical requirements and that data is appropriately sourced, mapped and modeled. Work closely with data and platforms engineers to make data available to customers via file sharing or APIs.
Value Realization & Innovation – Ensure customer satisfaction with data deliverables by delivering against communicated timelines and SLAs, and translate value delivered into specific metrics and measurements, building data innovation stories. Identify common patterns across custom sponsor deliverables to drive repeatable activities and streamline processes. Consider opportunities to expand CRG’s sponsor data delivery footprint through new innovations, including both data/metrics availability and means of delivery.
People & Org Leadership - Line-manage and coach talent, including a combination of FTE and external partner team resources. Foster a customer-first mindset and a collaborative and inclusive team environment that encourages innovation and continuous improvement. Provide oversight of and strong engagement with external partner teams to ensure that they function as a flexible and seamless extension of CRG’s internal teams.
Sponsor Partnership & Account Leadership - Builds trusted executive relationships with sponsors; translates desired outcomes into clear delivery commitments and success measures; proactively manages expectations, risks, and escalations.
Outcome & Value Orientation - Frames work around sponsor business objectives (speed, quality, cost, insight); ties deliverables to measurable value (cycle time, issue rate, adoption, satisfaction, renewals/expansions).
Delivery Orchestration (E2E Program Management) - Owns scope, plan, and critical path for standard and custom deliverables; runs an integrated cadence and holds cross-functional teams accountable for dates and quality.
Clinical Data Fluency - Understands clinical operations and clinical subject data (e.g., protocol context, data capture/cleaning, standards/terminologies, privacy constraints) as well as how data is captured in and flows between CRG systems.
Solution Design & Technical Acumen - Turns sponsor needs into solution designs (data sources, pipelines, models, interfaces, validation); writes/accepts functional specs with BSAs; ensures designs are platform-aligned, scalable, and support reuse.
Stakeholder Influence & Matrix Leadership - Leads Customer Solutions Specialists, BSAs, and technical teams; aligns with Data Platforms, Customer Success, CRG IT data owners, and business stakeholders without direct authority; resolves cross-team conflicts quickly.
Change Management & Enablement - Prepares sponsors for new/changed data products (communications, training, job aids); measures adoption and addresses friction with targeted interventions.
Commercial & Contract Savvy – Interprets SOWs and contractual deliverables; manages scope, change orders, and acceptance criteria with account teams and legal/procurement. Ensures delivery economics are understood and sustainable.
Risk, Issue & Dependency Management - Anticipates upstream data risks and downstream usage risks; escalates early with options and impact models.
Continuous Improvement & Insight - Implements retrospectives and feedback loops; drives root-cause elimination and standardization of repeatable solutions; publishes delivery metrics and lessons learned to the org. Creates repeatable patterns, templates, and data packages to shorten cycle time across sponsors