Director, Business Operations – Account Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the strategy, governance, and ongoing enhancement of DHCG's Resource Management System.

• Ensure the firm has precise and prompt data regarding consultant allocation, availability, and utilization across the organization.

• Facilitate the Weekly Management Meeting and produce dashboards suitable for executive review.

• Guide discussions aimed at optimizing resource utilization, collaborative project staffing, and enhancing client experiences.

• Establish thresholds, governance measures, and escalation procedures to monitor project resource expenditure against the budget.

• Identify potential budget-overrun risks and opportunities for expanding client support.

• Recognize and implement improvements to business processes, including the use of AI and automation tools.

• Collaborate with the Pipeline and Conflicts committee and manage the master database of committee decisions.

• Oversee the Principal Portfolio Review and Client Project Review initiatives.

• Develop systems to proactively identify and address client- and project-level challenges.

• Work in partnership with project leads and Managing Partners to identify and advance opportunities for client relationship expansion.

• Manage the client satisfaction survey program and communicate results to the ELT and wider practice.

• Assist with SOW amendments and subsequent scoping documents alongside project leads, Business Development, and Legal teams.

• Directly engage with clients as the business-side representative for various engagements.

• Oversee the complete project initiation process post-SOW signature, encompassing project team confirmation, client code name assignment, secure dataroom provisioning, and timesheet entry.

• Ensure prompt communication with clients during project kickoff and at key engagement milestones.

• Act as an escalation point for any client service and delivery challenges.

• Manage, mentor, and develop one direct report.

• Serve as a liaison between Business Operations and Finance, Legal, HR, and Business Development teams.

• Represent Business Operations in ELT-level strategic planning and decision-making.

• Provide senior-level support for conferences, trade shows, and business events as necessary.

• Assist with ad hoc sales and client engagement initiatives.

• Collaborate with Marketing Communications to shape marketing strategies based on utilization forecasts and client trends.

⛳️ Requirements

• A Bachelor's degree is required; an MBA or advanced degree in life sciences is advantageous.

• 7-10+ years of experience in business operations, account/client management, or client services in a professional services, consulting, or similarly dynamic client-facing environment.

• Previous experience in life sciences, biotech, CRO/CDMO, or another intricate professional services setting is highly preferred.

• Proven experience in building, managing, or enhancing resource/utilization management systems and executive reporting frameworks.

• People management experience with a successful history of developing and coaching direct reports.

• Experience collaborating closely with senior executives or Partners in a client service business.

• Strong analytical and financial skills, with a comprehensive understanding of utilization, billable hours, project economics, and contract terminology.

• Familiarity with the essential business processes and best practices of a client service organization is strongly preferred.

• Outstanding organizational and project management abilities.

• Executive presence and communication skills, with the credibility to report directly to the President/COO and engage with the ELT.

• Process-oriented mindset with a strong inclination towards innovation and continuous improvement.

• Knowledge of AI tools and a willingness to incorporate them into daily workflows is strongly preferred.

• Excellent interpersonal skills and the credibility to establish trusted working relationships with Managing Partners and Principals.

• Sound judgment and discretion in managing confidential client, financial, and personnel information.

• An entrepreneurial spirit and the capacity to excel in a fast-paced environment within a growing organization.

🏝️ Benefits

• Flexible, remote-first working environment.

• Competitive compensation aligned with experience.

• Opportunity to work at the forefront of advanced biotherapeutics.

• Chance to collaborate with a team of world-class scientific experts and consultants.

• Empowerment and ownership to develop and enhance a firm-wide function.

• Direct visibility to the President/COO.

• Opportunity to lead and expand a team.

• Clear trajectory to broader operational leadership as DHCG grows.