Operations & Training Specialist - Digital Health Platform

About Machine Medicine Technologies
We are a med-tech company leveraging cutting-edge AI to build scalable, regulatory-grade tools for video-based motor assessments. As part of our growing operations team, we’re looking for a detail-oriented and proactive Operations Assistant to support our product and clinical study operations. You’ll play a key role in coordinating between internal teams, external partners, and clinical sites, ensuring smooth operations and exceptional user support across our Kelvin platform.
About The Role
We’re looking for a detail-oriented, proactive, and highly organised Operations Assistant to support our product and clinical study operations.
You’ll work closely with the operations team to ensure smooth coordination between internal teams, external partners, and clinical sites using the Kelvin platform.
This is a dynamic role that combines customer support , training , day-to-day operations and light product operations . Ideal for someone who enjoys managing multiple stakeholders, learning about digital health technologies, and contributing to a product that directly supports clinical research and care.
This role is best suited to someone who enjoys taking ownership of their work. Following an initial onboarding period, you'll be expected to manage routine responsibilities independently, prioritise your workload, and identify when to seek guidance versus when to resolve issues yourself.
Key Responsibilities
Customer & Site Support

• Act as a first point of contact for investigators, site staff, and clinical study coordinators using the Kelvin platform.
• Manage and respond to user support requests (by email or video call) with professionalism and empathy.
• Troubleshoot basic app or portal issues and escalate technical problems when needed.
• Maintain logs of incoming queries and resolutions for quality tracking using Jira, Confluence, and Trello.

Training & Onboarding

• Lead or co-host virtual training sessions for new sites and users (via Zoom or Google Meet).
• Prepare and update training materials, including slide decks and demo videos.
• Monitor ongoing communications and action items, following up promptly with anyone who hasn’t responded or completed required steps, and keep documentation current.

Operational & Administrative Support

• Update spreadsheets, trackers, and documentation related to ongoing projects.
• Review and handle long, detailed clinical and regulatory documents (e.g., IRB materials) with a very high level of accuracy and attention to detail.
• Assist with preparing client-facing materials using tools like Figma, Canva, or Adobe.
• Assist in day-to-day operations and admin activities.
• Learn and understand the Kelvin platform (Reach, Clinic, Cloud, etc.) to effectively support users and internal workflows.

Requirements
Essential

• Strong written and verbal communication skills, with a clear and professional tone.
• Excellent organisational skills and attention to detail.
• Confidence in running online meetings and engaging with customers or clinical professionals.
• Comfortable working with complex and lengthy documents where accuracy is critical.
• Be flexible to occasionally adjust working hours (once or twice a week) to support US-based customers, with a late start the following day.
• Strong problem-solving skills with the ability to think critically, exercise good judgement, and work independently. Able to research, troubleshoot, and propose solutions rather than relying on constant direction.

Desirable

• Experience in digital health, clinical trials, or SaaS customer support.
• Familiarity with Jira, Confluence, or similar project management systems.
• Experience preparing training or onboarding materials.
• Basic experience with Figma, Canva, or Adobe for visuals or short videos.

Personality & Work Style

• Reliable, resourceful, and comfortable taking ownership of tasks.
• Proactive self-starter who identifies problems, suggests improvements, and takes initiative without waiting for instructions.
• Curious and eager to learn new tools and systems.
• Warm, patient communicator. Must be able to make complex things simple for users.
• Collaborative team player with initiative.

What We Offer

• Competitive compensation and benefits
• Opportunity to work on impactful problems in digital health
• A fast-paced, supportive team culture focused on innovation and collaboration

Please Note: A cover letter is mandatory; applications submitted without a cover letter will not be considered.

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