Director of Business Operations and Performance

For over 20 years, PSG (an EPIC owned company) has been singularly focused on helping our clients navigate the complex and ever-changing challenges of drug management. Through our leading pharmacy intelligence and technologies, we save our clients billions of dollars every year with an unwavering commitment to serving as an advocate and strategic partner to our clients. ## The Opportunity PSG is entering an important phase of growth and organizational evolution. The business has established a strong reputation in the market, built deep client relationships, expanded its capabilities, and continues to pursue meaningful growth opportunities across consulting, analytics, and technology-enabled solutions. As the organization grows, so does the complexity of managing the business. Commercial activities, client delivery, staffing, product initiatives, financial performance, and strategic priorities increasingly require greater coordination, visibility, and operational discipline to ensure decisions are informed, resources are aligned, and growth is translated into sustainable business results. To support this next chapter, PSG is investing in a new Director of Business Operations & Performance role. This position is a strategic investment in building the operational infrastructure, performance management capabilities, forecasting discipline, resource planning rigor, and business insights necessary to help the organization scale effectively while maintaining the agility, innovation, and client focus that have fueled its success. This is not a traditional reporting or administrative operations role. It is a highly visible leadership position that will partner closely with the President and senior leadership team to connect strategy, sales, delivery, workforce planning, product initiatives, financial performance, and profitability into a cohesive operating model. The role is intentionally designed as a player-coach opportunity. Initially, the Director will be expected to personally build many of the processes, frameworks, reporting capabilities, analyses, and operating rhythms that will define the function while simultaneously serving as a strategic advisor to senior leadership. Over time, this leader will assess organizational needs, establish priorities, and build a scalable Business Operations & Performance function capable of supporting continued growth and increasing complexity. The successful candidate will be energized by the opportunity to build something meaningful, create structure where needed, influence decisions through data and business insight, and leave a lasting impact on how the organization plans, measures, operates, and executes its growth strategy. This role offers a unique opportunity to help shape the future of a growing organization. The Director of Business Operations & Performance will play a foundational role in building the management systems, operating disciplines, and performance infrastructure necessary to support PSG's next phase of growth. For the right candidate, this is an opportunity to move beyond managing existing processes and instead build a scalable Business Operations function from the ground up. The successful candidate will work closely with the President and senior leadership team to influence strategic decisions, improve organizational performance, and create the operational foundation needed to support a larger and increasingly complex business over time. ## Position Summary The Director, Business Operations & Performance is responsible for building and leading the business operating infrastructure that connects commercial growth, client delivery, financial performance, resource planning, and strategic priorities into a scalable, data-driven management system. This role serves as a key business partner to the President and senior leadership team, providing visibility, insight, and accountability across the full business lifecycle—from pipeline generation and sales operations through forecasting, staffing, utilization, profitability, and performance management. The Director will establish the operating disciplines, reporting frameworks, and management processes necessary to improve execution, support growth, and enhance business performance while laying the foundation for a future Business Operations function. ## **Primary Responsibilities** #### Business Operations Leadership - Lead the development and evolution of the Business Operations & Performance function. - Establish management systems that connect strategy, sales, delivery, staffing, financial performance, and organizational priorities. - Partner with senior leadership to improve operational effectiveness, business visibility, decision-making, and accountability. - Build and maintain operating rhythms including monthly business reviews, forecasting processes, KPI reporting, performance reviews, and leadership dashboards. - Facilitate cross-functional alignment across Sales, Consulting, Product, Analytics, Operations, Finance, and Client Success. - Develop governance structures, operating processes, and decision frameworks that improve scalability and organizational effectiveness. - Assess future organizational needs and develop recommendations regarding the growth and structure of the Business Operations function. #### Sales Operations & Revenue Performance - Own sales operations processes supporting pipeline management, opportunity progression, forecasting, renewal tracking, and revenue performance. - Develop pipeline reporting, sales productivity metrics, conversion analysis, and growth performance dashboards. - Partner with sales leadership to improve forecast accuracy, opportunity management discipline, and revenue predictability. - Evaluate sales capacity, territory effectiveness, resource requirements, and commercial investment decisions. - Support annual planning, sales target development, and performance measurement activities. - Ensure Salesforce and related commercial systems provide actionable business insight and operational visibility. #### Forecasting & Business Planning - Lead enterprise forecasting processes across bookings, revenue, utilization, staffing, margin, profitability, and business performance. - Develop integrated forecasting models linking pipeline activity, delivery capacity, resource plans, hiring decisions, and financial outcomes. - Build and maintain annual operating plans, rolling forecasts, and long-range business projections. - Identify performance trends, risks, and opportunities and provide actionable recommendations to senior leadership. - Improve organizational forecasting discipline, consistency, transparency, and accountability. #### Resource Planning & Capacity Management - Build pipeline-to-capacity planning processes that align anticipated demand with available consulting, analytics, technology, and support resources. - Develop workforce planning models supporting hiring, growth initiatives, succession planning, and resource optimization. - Monitor resource allocation, utilization, realization, and productivity across teams and business segments. - Identify delivery bottlenecks, staffing constraints, and future capacity requirements. - Support leadership decisions regarding workforce investments, organizational design, and resource management strategies. #### Time Tracking & Utilization Management - Establish governance and operational discipline surrounding time tracking and utilization management. - Ensure accurate project setup, billing classifications, labor allocations, and reporting structures. - Monitor utilization performance across teams and business segments. - Partner with business leaders to improve staffing decisions and resource deployment practices. - Translate time tracking data into actionable insights related to productivity, profitability, staffing requirements, and delivery performance. - Implement process improvements that strengthen operational efficiency and workforce effectiveness. #### Financial Performance & Profitability Analysis - Develop profitability reporting and analysis across clients, projects, service offerings, products, and business segments. - Provide visibility into revenue quality, margin performance, utilization economics, and resource productivity. - Analyze project performance, pricing effectiveness, staffing models, and business economics. - Identify opportunities to improve profitability, operating leverage, and financial performance. - Partner with Finance to strengthen planning, forecasting, and performance management capabilities. - Support investment decisions through business case development, scenario analysis, and return-on-investment assessments. #### Performance Management & KPI Governance - Develop and maintain an enterprise performance management framework aligned with strategic, operational, commercial, and financial objectives. - Establish KPI ownership, performance targets, measurement methodologies, and reporting standards. - Create leadership dashboards and scorecards that provide timely visibility into business performance. - Partner with senior leaders to identify meaningful leading and lagging indicators that support effective decision-making and accountability. - Monitor key business performance trends and proactively identify risks, opportunities, and areas requiring management attention. - Drive accountability through structured performance reviews, action plans, and management reporting. - Ensure leaders have access to accurate, actionable, and decision-oriented information. - Continuously evaluate and refine performance measures as the business evolves and becomes more complex. #### Leadership Reporting & Business Intelligence - Develop leadership reporting packages that support operational and strategic decision-making. - Facilitate monthly, quarterly, and annual business reviews with senior leadership. - Synthesize complex business information into concise, actionable recommendations. - Create a consistent single source of truth for business performance reporting. - Provide insight into emerging business trends, operational risks, growth opportunities, and performance drivers. #### Strategic Initiatives & Continuous Improvement - Lead cross-functional initiatives designed to improve operational effectiveness, scalability, and profitability. - Identify opportunities for process improvement, automation, reporting enhancements, and business modernization. - Support strategic planning, organization design, growth initiatives, and new business opportunities. - Drive continuous improvement efforts that strengthen execution, accountability, and performance. - Help build a more data-driven, performance-oriented culture across the organization. #### Success Profile: First 0-12 Months - Establish PSG's Business Operations & Performance function and operating model. - Improve forecasting accuracy across revenue, staffing, utilization, and profitability. - Implement a comprehensive KPI framework with clear ownership and accountability. - Develop pipeline-to-capacity planning processes that improve workforce planning and delivery predictability. - Create meaningful visibility into project, client, product, and segment profitability. - Improve time-tracking discipline, utilization management, and resource planning effectiveness. - Implement a consistent leadership operating cadence supported by actionable reporting and analytics. - Strengthen business planning capabilities and support more informed growth and investment decisions. - Develop a roadmap for scaling the Business Operations function as organizational needs evolve. - Build the operational foundation necessary to support PSG's continued growth and increasing business complexity. ## Qualifications #### Required - 10+ years of progressive experience in Business Operations, Financial Planning & Analysis, Sales Operations, Revenue Operations, Consulting Operations, Strategy, or related business management roles. - Demonstrated experience supporting senior leadership teams with forecasting, planning, performance management, and strategic decision-making. - Strong understanding of professional services economics, resource planning, utilization management, and profitability analysis. - Experience developing KPI frameworks, dashboards, operating reviews, and management reporting systems. - Proven ability to influence across multiple business functions without direct authority. - Advanced analytical, financial modeling, planning, and problem-solving capabilities. - Strong written and verbal communication skills with the ability to communicate effectively with senior leadership. #### Leadership Competencies required - Strategic Business Acumen - Financial & Operational Management - Commercial Orientation - Analytical Decision Making - Performance Management - Cross-Functional Leadership - Senior Leadership Presence and Communication - Organizational Effectiveness #### Preferred - Experience within healthcare consulting, pharmacy benefit management, healthcare technology, analytics, software, or professional services environments. - Experience with Salesforce, Power BI, Harvest, Smartsheet, financial planning systems, and business intelligence platforms. - Experience designing and implementing business performance frameworks, KPI architectures, or management systems that connect commercial, operational, workforce, and financial performance. - Demonstrated ability to identify and operationalize meaningful business metrics that drive accountability and improve decision-making. - Experience developing leadership reporting that translates complex business data into actionable insights. - MBA or advanced business degree preferred. **Location** This position will be 100% remote, open to all candidates residing in the United States **Compensation** The base salary range for this position is $150,000 – $200,000. This range represents the employer’s good faith estimate of the compensation for this role at the time of posting. Actual compensation will be determined based on factors such as experience, skills, training, certifications, education, internal equity, and market data. This role may also be eligible for bonuses and a comprehensive benefits package. **WHY EPIC:** EPIC has over 60 offices and 4,000 employees nationwide – and we’re growing! It’s a great time to join the team and be a part of this growth. We offer: - Generous Paid Time off - Managed PTO for salaried/exempt employees (personal time off without accruals or caps); 22 PTO days starting out for hourly/non-exempt employees; 12 company-observed paid holidays; 4 early-close days - Generous leave time options: Paid parental leave, pregnancy disability and bonding leave, and organ donor/bone marrow donor leave - Generous employee referral bonus program of $1,500 per hired referral - Employee recognition programs for demonstrating EPIC’s values plus additional employee recognition awards and programs (and trips!) - Employee Resource Groups: Women’s Coalition, EPIC Veterans Group - Professional growth & development: Mentorship Program, Tuition Reimbursement Program, Leadership Development - Unique benefits such as Pet Insurance, Identity Theft & Fraud Protection Coverage, Legal Planning, Family Planning, and Menopause & Midlife Support - Additional benefits include (but are not limited to): 401(k) matching, medical insurance, dental insurance, vision insurance, and wellness & employee assistance programs - 50/50 Work Culture: EPIC fosters a 50/50 culture between producers and the rest of the business, supporting collaboration, teamwork, and an inclusive work environment. It takes both production and service to be EPIC! - EPIC Gives Back – Some of our charitable efforts include Donation Connection, Employee Assistance Fund, and People First Foundation - We’re in the top 10 of property/casualty agencies according to “Insurance Journal” To learn more about EPIC, visit our Careers Page: . *EPIC embraces diversity in all its various forms—whether it be diversity of thought, background, race, religion, gender, skills or experience. We are committed to fostering a work community where every colleague feels welcomed, valued, respected and heard. It is our belief that diversity drives innovation and that creating an environment where every employee feels included and empowered, helps us to deliver the best outcome to our clients.* *California Applicants - View your privacy rights at: .* *Massachusetts G.L.c. 149 section 19B (b) requires the following statement: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.* #LI-MS2