Overall Job Summary

The Senior Manager, Reader Operations, is responsible for the strategic leadership, operational management, and performance of the Reader Operations function. This role oversees the delivery of high-quality medical imaging and cardiac safety services through effective management of reader resources, operational processes, workforce planning, training programs, quality standards, and cross-functional collaboration. 

The Senior Manager provides vision, leadership, and mentorship to the Reader Operations team while ensuring alignment with corporate objectives, customer expectations, regulatory requirements, and operational excellence standards. The position is accountable for resource utilization, operational efficiency, quality performance, business continuity, technology adoption, employee engagement, and continuous process improvement. 

Working collaboratively across Project Management, MSA, Readers, Technology, Quality Assurance, Business Development, and Executive Leadership, the Senior Manager ensures operational readiness, successful study execution, client satisfaction, and achievement of departmental goals while maintaining compliance with IMC and ICON policies and procedures. 

Essential Responsibilities 

Leadership and People Management 

• Recognize, exemplify, and adhere to ICON's values centered on People, Clients, and Performance. 

• Provide strategic and tactical leadership for the Reader Operations function. 

• Establish and maintain a high-performing, collaborative, and customer-focused team culture. 

• Mentor, coach, and develop Reader Operations staff through performance management, professional development planning, and career growth opportunities. 

• Conduct regular assessments of employee engagement, team effectiveness, and organizational health, implementing action plans as needed. 

• Support workforce planning, recruitment, interviewing, onboarding, succession planning, and retention initiatives. 

• Foster accountability and continuous learning through regular feedback, coaching, and recognition programs. 

• Ensure adequate staffing levels to meet current and future business demands. 

Reader Workforce Management 

• Oversee reader onboarding, qualification, credentialing, training, and ongoing competency assessment programs. 

• Partner with ICON MSA to ensure optimal reader utilization and assignment strategies. 

• Develop and maintain reader capacity models to support current operations and future growth. 

• Manage reader allocation, workload balancing, and scheduling strategies to maximize efficiency and client responsiveness. 

• Monitor reader productivity, turnaround times, utilization, and quality metrics to ensure operational excellence. 

• Develop contingency plans to address reader availability risks and business continuity requirements. 

Operational Excellence and Performance 

• Drive operational performance through establishment, monitoring, and reporting of key performance indicators (KPIs), productivity metrics, utilization measures, quality outcomes, and customer service targets. 

• Evaluate operational workflows and implement improvements to enhance quality, efficiency, scalability, and customer experience. 

• Lead departmental process improvement initiatives using data-driven methodologies and best practices. 

• Establish performance benchmarks and service level expectations across Reader Operations. 

• Ensure effective use of operational tools, technologies, and reporting systems. 

• Identify operational risks, develop mitigation plans, and communicate issues to leadership as appropriate. 

• Promote a culture of continuous improvement and operational innovation. 

Quality and Compliance 

• Ensure compliance with SOPs, regulatory requirements, quality standards, and company policies. 

• Partner with Quality Assurance to support audit readiness, inspections, CAPA activities, and quality improvement initiatives. 

• Monitor operational quality metrics and implement corrective and preventive actions when necessary. 

• Ensure consistency and standardization of operational practices across the Reader Operations organization. 

• Drive a culture of quality, accountability, and regulatory compliance throughout the department. 

Technology and Innovation 

• Champion technology adoption and workflow optimization initiatives that enhance operational performance and user experience. 

• Partner with Technology, Product, and Business stakeholders to identify opportunities for automation and process efficiencies. 

• Participate in evaluation, implementation, and optimization of operational systems and platforms. 

• Lead change management activities associated with new technologies and business processes. 

• Ensure teams are effectively utilizing available tools and systems to maximize productivity and quality. 

Client and Cross-Functional Partnership 

• Serve as a senior escalation point for operational, client, reader, and cross-functional issues. 

• Participate in client meetings, governance reviews, audits, and escalation discussions as required. 

• Build strong partnerships with Project Management, MSA, Readers, Technology, Quality Assurance, and other stakeholders. 

• Support business development initiatives by providing operational expertise and resource planning input. 

• Ensure exceptional client service through proactive communication, operational transparency, and delivery excellence. 

Additional Responsibilities 

• Lead or participate in strategic initiatives, organizational transformation efforts, and special projects. 

• Communicate and implement lessons learned and best practices across the organization. 

• Perform other duties as assigned by senior leadership. 

• Travel possible up to 25%. 

Education and Experience Requirements 

• Bachelor's degree in Life Sciences, Health Sciences, Healthcare Administration, Business Administration, or a related field required. 

• Advanced degree and/or relevant leadership certifications preferred. 

• Extensive experience in clinical research, medical imaging, healthcare operations, central laboratory operations, or related regulated environments. 

• Minimum of 8-10 years of progressive operational leadership experience, including direct people management responsibilities. 

• Demonstrated success leading large operational teams and managing complex resource planning activities. 

• Proven experience driving operational performance, workforce optimization, process improvement, and organizational change management. 

• Excellent leadership, communication, stakeholder management, and team development skills. 

• Strong analytical and problem-solving capabilities with a data-driven approach to decision-making. 

• Ability to influence and collaborate effectively across all levels of the organization. 

• Experience leading geographically dispersed teams preferred. 

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Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

Visit our careers site to read more about the benefits ICON offers.

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