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 Brigham’s 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.

 

• Bachelor’s 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

 

 

Hybrid

 

399 Revolution Drive

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$117,707.20 - $171,204.80/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 package. In 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.