Technical Moderator Lead

Job Title: 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

Who we are:

Innodata (NASDAQ: INOD) is a leading data engineering company. With more than 2,000 customers and operations in 13 cities around the world, we are an AI technology solutions provider-of-choice for 4 out of 5 of the world’s biggest technology companies, as well as leading companies across financial services, insurance, technology, law, and medicine.

By combining advanced machine learning and artificial intelligence (ML/AI) technologies, a global workforce of subject matter experts, and a high-security infrastructure, we’re helping usher in the promise of AI. Innodata offers a powerful combination of both digital data solutions and easy-to-use, high-quality platforms.

Our global workforce includes over 7,000 employees in the United States, Canada, the United Kingdom, the Philippines, India, Sri Lanka, Israel and Germany. We’re poised for a period of explosive growth over the next few years.

About the Role:

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.

This role will be based out of our Ridgefield Park / Saddle Brook, New Jersey operation and will serve 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.

In addition, this role will own the coordination of device recovery when participants disengage or when devices need to be returned to the office. In some cases, this may require hands-on recovery support, including traveling locally to retrieve devices directly.

Key Responsibilities:

Moderator Team Leadership & Operational Oversight

• 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 escalate 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

Participant Support, Health & Collection Performance

• 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

Technical Troubleshooting & Knowledge Ownership

• 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

Device Recovery & Inventory Support

• 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 in-person support

• Support broader device tracking, accountability, and handoff coordination as needed

• Help reduce idle device time by ensuring devices are recovered and returned to active circulation as quickly as possible

Training, Enablement & Process Improvement

• Help train and onboard moderators on device workflows, participant support expectations, escalation handling, and troubleshooting best practices

• Share learnings, support methods, and communication techniques with the broader team

• Identify training gaps and areas where moderators need stronger support or clearer guidance

• Help improve support workflows, escalation paths, documentation, and team operating practices

• Contribute to building a stronger, more scalable moderator support model as the study grows

Documentation, Communication & Operational Support

• Maintain accurate records of participant outreach, technical issues, recovery efforts, support actions, and follow-up needs

• Communicate clearly and consistently with study leads, moderators, logistics, and operations stakeholders

• Help ensure support workflows, escalation paths, and participant communication practices are being followed consistently

• Adapt quickly to changing participant needs, study priorities, and operational demands

Participant Communication Expectations

• Communicate clearly, courteously, and promptly with all participants and study team members

• Use the appropriate communication channel for outreach and follow-up based on participant needs and study protocols

• Deliver instructions in a concise, accurate, and easy-to-understand way

• Balance empathy and encouragement with accountability and follow-through

• Uphold professionalism, confidentiality, and participant trust at all times