About Faro

Faro aims to improve lives by helping life sciences companies design optimal clinical trials. Our AI-powered software platform optimizes and orchestrates complex clinical development by providing powerful insights into trial design and outcomes. Faro empowers researchers to design more intelligent trials, reduce development costs, and accelerate milestones with better patient experiences.

Faro is a mission-driven company seeking world-class people who share our passion for improving drug availability and patient outcomes through better clinical trial design. We pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events.

The Opportunity

Faro is looking for a Director, Implementation Services to lead the technical implementation of our platform across customer environments. This role sits at the intersection of customer delivery, infrastructure, data integration, and AI configuration, and is responsible for ensuring each customer can securely connect, configure, and operationalize Faro within its existing technology ecosystem.

The role has three core areas of technical ownership: (1) customer infrastructure setup, including SSO, identity provider configuration, service accounts, and API integrations; (2) mapping customer and third-party data fields to Faro’s structured data model using JSON-based configurations; and (3) developing and refining custom AI prompts that support document ingestion and protocol authoring workflows.

This is a hands-on leadership role for someone who is equally comfortable working with customer IT teams, troubleshooting technical implementation issues, translating data requirements into configuration, and building repeatable delivery approaches. You will partner closely with Faro DevOps, Product, and Engineering while owning the customer-side implementation from technical discovery through go-live.

What You’ll Do

• Lead end-to-end technical implementation of Faro across customer environments, translating requirements into secure, scalable configurations, integrations, and workflows.
• Own infrastructure setup with customer IT and Faro DevOps, including environments, SSO/SAML and identity provider configuration, user access, service accounts, APIs, and other technical prerequisites for go-live.
• Scope, coordinate, and troubleshoot API integrations and system connections, working across customer IT, DevOps, Product, and Engineering to resolve issues and keep implementations moving.
• Define, configure, validate, and troubleshoot JSON-based field mappings that connect customer and third-party data to Faro’s structured data model and downstream systems.
• Develop, test, and refine custom AI prompts that support customer-specific data ingestion and protocol authoring workflows, including extracting, classifying, transforming, and structuring clinical content.
• Translate customer requirements into practical technical solutions, including configuration changes, scripts, workflow adaptations, data transformations, and third-party connections.
• Build repeatable implementation playbooks, standards, and processes that improve consistency and time-to-value as Faro scales.
• Manage a Project Manager responsible for implementation timelines and deliverables, and partner closely with Customer Strategy, Solutions Onboarding, Product Experience, Product, DevOps, and Engineering.

About You

• 8+ years in Professional Services, Solutions Architecture, Technical Implementation, Integration Services, or a similar customer-facing technical SaaS role.
• Strong hands-on experience with enterprise SaaS infrastructure, including SSO/SAML, identity providers, APIs, authentication, service accounts, and customer system integrations.
• Experience configuring and troubleshooting structured data mappings using JSON or similar formats, with a strong understanding of how data moves between systems.
• Experience developing or iterating AI prompts or rules-based logic for data ingestion, content transformation, or workflow automation.
• Able to work directly with customer IT and technical teams while translating technical concepts for non-technical stakeholders.
• Strong problem solver who can troubleshoot across infrastructure, integrations, data, and application configuration while also building scalable processes.
• Based on the U.S. East Coast, with preference for candidates in Massachusetts, Connecticut, New York, Pennsylvania, or North Carolina; able to travel up to 30%

Nice to Have

• Experience in life sciences, clinical development, or another regulated enterprise software environment.
• Familiarity with clinical data, structured data standards, or protocol design workflows.
• Experience building or scaling an Implementation, Professional Services, or Technical Services function and/or deeper experience with generative AI workflows.

Salary

• Salary range for this position is $200,000 to $225,000
• Salary listed reflects the base salary only and does not include other elements of total compensation
• Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training
• In addition to the position’s salary, equity will be a major component of the total compensation for this position.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine

Faro aims to improve lives by helping life sciences companies answer complex clinical questions simply, efficiently and effectively. Our software platform gives clinical development teams a single source of truth for study design, bringing structured data, documents and teams together so they can design better trials and reach important milestones faster.

We are now applying AI to one of the most time consuming and consequential parts of clinical development: turning study design into high quality clinical and regulatory documents. We are looking for an experienced medical writer who wants to help build the system they always wished existed.

This is not a traditional medical writing role. You will not spend your days moving from one document deadline to the next. You will use your medical writing expertise to help define how an AI enabled authoring product should work, what excellent output looks like, where expert judgment is essential, and how the workflow should change when structured study data and AI can do more of the work.

You will work directly with Product, Engineering, Customer Strategy, Clinical experts and a small number of strategic customers. You will help us build and test new authoring workflows in real customer environments, learn quickly from what works and what does not, and turn those learnings into a product that can scale across the industry.

Why This Role Matters

Clinical trial protocols sit at the intersection of scientific intent, operational execution and regulatory communication. They are also still created through highly manual, fragmented workflows. Faro has a different starting point: our platform already represents the study design as structured data. That gives us the opportunity to rethink authoring from the underlying design forward, rather than simply placing AI on top of an existing document process.

The person in this role will have meaningful influence over how that product is built. You will help decide what should be automated, how quality should be measured, how writers should interact with AI, and what a modern medical writing workflow can become. If you have spent years seeing the same inefficiencies and thinking there must be a better way, this is an opportunity to help build it.

Duties and Responsibilities

• Help design the medical writing product you would want to use. Bring deep practical experience to Product and Engineering as we define how Faro should generate, review and maintain clinical trial documents from structured study design data.
• Serve as the medical writing voice in product development. Translate real authoring workflows, review cycles, regulatory expectations and writer pain points into clear product decisions.
• Define what good looks like. Establish practical quality criteria and review methods for AI generated content, including scientific accuracy, internal consistency, traceability to source information, narrative quality and appropriate use of expert judgment.
• Own the evaluation framework for medical writing quality. Define representative evaluation data sets, quality metrics and acceptance criteria for AI generated content. Test generated content, identify and categorize failure modes, compare outputs with expert authored documents, and use the results to guide product improvement.
• Help define content logic and authoring instructions. Determine how structured study data should be transformed into clear regulatory grade narrative and how content should respond when the underlying study design changes.
• Partner directly with selected customers as we deploy new authoring workflows. Learn how their teams work today, help identify where the greatest value can be created, and support adoption of new human in the loop ways of working.
• Partnering with the Implementation Services and Customer Strategy teams during pilot engagements. Help distinguish what is customer specific from what should become reusable Faro capability. Bring field learning back to the PM and product team so successful approaches can become part of the core product.
• Bring credibility to customer and commercial conversations. Speak confidently with medical writers, clinical development leaders and other stakeholders about how AI can improve the authoring process without compromising quality or trust.
• Challenge the current process. We are not looking to reproduce every manual step with new technology. Help us identify work that can be simplified, automated or removed entirely while preserving the scientific and regulatory judgment that matters.

Qualifications

• 7+ years of medical writing experience in pharmaceutical, biotechnology or CRO environments, with substantial responsibility for complex clinical and regulatory documents.
• Deep experience authoring and leading the development of clinical trial protocols and protocol amendments. Experience with additional regulatory documents such as clinical study reports, investigator brochures or submission content is strongly preferred.
• Strong understanding of clinical development and the cross functional inputs required to produce a high quality protocol, including Medical, Clinical Operations, Biostatistics, Regulatory, Safety and Data Management.
• Practical understanding of global regulatory expectations and document standards relevant to clinical development.
• Experience leading document review and reconciliation across multiple contributors, including resolving inconsistencies and translating complex scientific decisions into clear written content.
• Demonstrated ability to work directly with senior clinical and scientific stakeholders and earn trust through subject matter expertise.
• Bachelor's degree required in a life science, health science or related discipline. Advanced scientific or clinical training is valued but not required.

Skills and Competencies

• You are an excellent medical writer, but you are more interested in improving how medical writing is done than preserving the current process.
• You have practical experience using generative AI and LLM based tools in your work and understand both their potential and their limitations. You do not need to be an engineer, but you should be comfortable testing AI systems, evaluating outputs, identifying failure patterns, and helping determine what needs to change for the output to meet the standards of an experienced medical writer.
• You can separate scientific judgment from mechanical work and explain where a human expert must remain in control.
• You are comfortable working with an incomplete solution and helping make it better through fast, practical iteration.
• You can move between detail and system level thinking, from reviewing a sentence for accuracy to redesigning the workflow that produced it.
• You communicate clearly with medical writers, clinicians, product managers and engineers and can translate between their different perspectives.
• You are comfortable working directly with customers and can listen closely, challenge assumptions constructively and help teams adopt a new way of working.

Salary

• Salary range for this position is $140,000 to $200,000.
• Salary listed reflects the base salary only and does not include other elements of total compensation.
• Individual pay is determined by work location and additional factors, including job related skills, experience, and relevant education or training.

Equity

In addition to this position’s salary (listed above), equity will be a major component of the total compensation for this position. We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• Office On-Premises Amenities; gym, restaurant tenant discount, Padel Nine (San Diego)