Technical Moderator Lead

Technical Moderator Lead

Location:

On-site:
Ridgefield Park and Saddle Brook, New Jersey

Employment Type:

Full-Time (40 hours per week), Fixed-Term (12 weeks with possible extension)

Reports to:

Study Lead

We are seeking a highly organized, technically strong, and people-oriented Technical Moderator Lead to support a live device study through onsite operational leadership, participant support, technical troubleshooting, and moderator team enablement. The role is based out of our Ridgefield Park / Saddle Brook, New Jersey operation and serves as a lead for the moderator team supporting active collectors in the field.

The person in this role will be responsible for helping moderators operate effectively day to day while also driving strong outcomes across key program metrics, including device utilization, active daily collectors, and daily collection throughput.

The ideal candidate will develop deep expertise in the study devices, become a go-to resource for troubleshooting and escalation support, create and refine best practice guidance, and help ensure participants remain active, supported, and productive throughout the study. This person will also help maintain team consistency, accountability, morale, and operational discipline as the program scales. Additionally, this role will own coordination of device recovery when participants disengage or when devices need to be returned to the office, which may require hands‑on recovery support, including traveling locally to retrieve devices directly.

• Serve as a lead for the onsite moderator team and help guide day-to-day moderator execution.
• Reinforce consistency in how moderators support participants, troubleshoot issues, document activity, and elevate risks.
• Help ensure strong process adherence across the moderator team and identify when workflows need reinforcement or improvement.
• Support onboarding, coaching, and ongoing development of moderators.
• Foster strong team collaboration, accountability, and morale across the operation.
• Act as a reliable leadership presence within the moderator team, helping the team stay organized, responsive, and aligned.

• Oversee participant support efforts to help ensure collectors remain active, engaged, and productive throughout the study.
• Conduct or coordinate proactive outreach to assess participant health, progress, engagement, and operational risk.
• Help moderators identify when participants are struggling with motivation, device usage, task completion, or technical issues.
• Encourage participants to work through project challenges and maintain strong collection activity.
• Drive performance against key team metrics, including device utilization, active daily collectors, and daily collection throughput.
• Partner with study leadership to surface trends impacting collector activity, retention, utilization, and throughput.

• Develop deep working knowledge of the study devices, workflows, common failure points, and participant experience.
• Serve as a lead resource for device troubleshooting and issue diagnosis across the moderator team.
• Support real-time resolution of device, app, workflow, and participant support issues.
• Identify recurring technical problems and develop practical resolution paths.
• Create, maintain, and improve troubleshooting guides, best practices, and support documentation for moderators and participants.
• Track technical issues, resolutions, and patterns to strengthen overall study operations.
• Escalate unresolved device or workflow issues clearly and quickly to the appropriate internal teams.

• Own coordination of device recovery efforts when participants stop collecting, disengage, or need devices returned to the office.
• Work across moderators, logistics, and study leadership to ensure device recovery is handled quickly and efficiently.
• Help determine recovery approach based on timing, participant responsiveness, and operational need.
• In some cases, travel locally to retrieve devices directly when recovery requires…