Senior Director, Business Operations & Growth Enablement

THE POSITION : EVERSANA MEDICAL, today’s Compliance Services business, helps some of the most scientifically advanced BioPharma, Medical Device and other Life Sciences organizations around the world bring novel therapies to patients, including in rare, ultra-rare and critical therapeutic areas such as Oncology, Neurology, Immuno-oncology and Immunology. We do this through Medical Affairs, Medical Information, Pharmacovigilance (PV), Quality and Regulatory services, and we are growing quickly, globally and through acquisition. The Senior Director, Business Operations & Growth Enablement is a critical role reporting to the President, EVERSANA MEDICAL. The role is the operating partner to the President and to the leaders of every service: Medical Affairs, PV, Quality and Regulatory, and is built to help the business reach its 20%+ annual growth ambition, and at a minimum grow at the pace of the market. It exists to bring discipline, transparency and speed to the way the business generates leads, contracts, delivers and renews, so that service leaders can spend their time on clients, science and their people rather than on spreadsheets, status-chasing and workarounds. The role is built around five commitments: better processes, better systems, better metrics, stronger collaboration and faster, profitable growth. The leader starts by listening, spending time with each service leader to understand what the shared functions (commercial operations, contracts, pricing, operations and reporting) are not yet giving them, and then fixes it, one visible improvement at a time. The role leads the Commercial Operations, Contracts and Business Operations teams, partners closely with the central EVERSANA commercial team, Finance, Legal, IT and Human Resources, and prepares the business for its next stage of growth, including the integration of acquired businesses. WHAT SERVICE LEADERS CAN EXPECT FROM THIS ROLE: One trusted number. One pipeline, one forecast and one scorecard, built from our systems, so nobody reconciles spreadsheets before a meeting. Contracts that keep pace with clients. Clear status on every contract in progress, standard paper that moves fast, and renewals raised early rather than late. Time back. Reporting, approvals and handoffs that run on defined processes and automation, not on a leader’s calendar. A partner in every pursuit. Qualification, pricing, bid and deal-structuring support for each service, shaped to how that service is actually bought. Fewer surprises. Early warning on renewals, margin, capacity and delivery risk, shared openly across services. A voice. Each leader’s challenges are captured, prioritized and tracked, and progress is reported back to them every quarter. ESSENTIAL DUTIES AND RESPONSIBILITIES: Partner with Every Service Leader (Medical Affairs, PV, Quality, Regulatory) In the first 90 days, meet each service leader and their key managers; document the challenges they face from the shared functions and turn them into a prioritized, owner-assigned support plan for each service, refreshed every quarter Run a monthly operating review with each service leader on one page: pipeline, bookings, renewals, margin, capacity, open contracts and blockers, with clear actions and owners Tailor processes to how each service is bought and delivered (project and staffing models in Medical Affairs, volume-based models in PV, audit and quality-system cycles in Quality and Regulatory) instead of imposing one template Be the single front door and escalation path to the shared functions, with published turnaround commitments for quotes, contracts, reports and approvals Create the forums and shared account plans through which service leaders collaborate on multi-service opportunities and shared clients Commercial Operations: From Lead to Converted Business Establish Salesforce as the single source of truth from lead to closed business: defined stages with entry and exit criteria, required fields, lead source and ownership, lead-response standards, forecast categories and data-quality rules; retire off-system spreadsheets and manual pipeline reports Build and own the dashboards leaders use every week: lead volume and quality, conversion by stage, sales velocity, win rate, pipeline coverage, forecast accuracy and bookings by service, segment, source and region, visible to every leader Partner with the business unit’s commercial leader and the central commercial team on lead-generation and conversion goals and a weekly lead-to-close rhythm, so selling time goes to creating and converting leads, and service leaders can see what happens to the leads their expertise helps generate Lead and develop the offshore Manager, Pre-Sales Lead, a commercial operations generalist supporting the end-to-end pre-sales and contracting process: clarify scope and handoffs with the commercial leader, Business Development and Contracts, document procedures, and automate routine reporting and coordination Enable Business Development and Pre-Sales with playbooks, qualification criteria and a governed content library (security, GxP, data privacy and PV system questionnaires) RFI/RFP (RFx) Management: From Intake to Win Own one intake for every RFI and RFP, working with Pre-Sales and the commercial leader: log it in Salesforce within one business day, triage it, name an owner and give service leaders a structured, qualified brief rather than a forwarded email Run a documented bid/no-bid decision against agreed criteria (strategic fit, buyer relationship, competitive position, ability to deliver, margin and capacity), so the business pursues fewer, better opportunities Lead bid strategy before any drafting begins: client and buyer insight, competitive intelligence on likely bidders and incumbents, win themes and differentiators, solution and team design, and pricing approach, agreed with service leaders at a kickoff with clear roles Manage the response end to end: a timeline built back from the due date, section owners, a governed library of reusable answers, clarifying questions to the client, review gates, executive sign-off, contract and risk review, and on-time submission Prepare finalists for orals and demos, follow up with clients, and hold a formal win/loss debrief on every decision; feed the lessons into playbooks, the content library and competitive intelligence, and report win rate by service, source and competitor Contracts & Renewals Excellence Own the plan to scale the contracts function: capacity model, a single intake process shared with Pre-Sales from proposal request to signature, and service levels and cycle-time targets Select and implement contract-lifecycle technology (intake, templates, clause library, approvals, e-signature, searchable repository and obligation tracking), integrated with Salesforce and finance systems Maintain one live register of every contract and every contract in progress, with status, owner, aging and next action visible to leaders With Legal, own the contract playbook for MSAs, SOWs, change orders, safety data exchange agreements, quality and technical agreements and data-processing terms, with defined fallback positions and delegated approval authority Run a proactive renewals engine: a rolling renewal calendar, early client engagement well before expiry, risk flags, annual pricing reviews and clear owners, to lift renewal rate and net revenue retention Business Operations & Process Excellence Direct the operations team toward a prioritized portfolio of initiatives that address the business’s biggest operational constraints, replacing ad hoc projects with an intake, prioritization and delivery process with clear owners and expected benefits Standardize and document the processes that connect the business end to end (service catalog, modular SOWs, deal-to-delivery handoff, client onboarding, change orders, invoicing readiness) with defined owners and measurable service levels Provide capacity, utilization and onshore/offshore visibility with service leaders so that what is sold can be delivered profitably and on time Drive adoption through training, simple tools and change management, and publish results Hire, coach and develop the team, and build a culture of service to the business’s leaders Metrics, Transparency & Operating Rhythm Define one EVERSANA MEDICAL scorecard, with agreed definitions and owners, covering growth, margin, delivery, client and people measures, sourced directly from systems and refreshed automatically Run the operating cadence: weekly pipeline and deal review, monthly service-line operating reviews, and quarterly business reviews with the President and the C-suite Own the forecast by linking pipeline, bookings, capacity and revenue, so every leader sees the same outlook Provide board- and investor-ready reporting and respond to ad hoc requests from the C-suite Metrics, Transparency & Operating Rhythm Define one EVERSANA MEDICAL scorecard, with agreed definitions and owners, covering growth, margin, delivery, client and people measures, sourced directly from systems and refreshed automatically Run the operating cadence: weekly pipeline and deal review, monthly service-line operating reviews, and quarterly business reviews with the President and the C-suite Own the forecast by linking pipeline, bookings, capacity and revenue, so every leader sees the same outlook Provide board- and investor-ready reporting and respond to ad hoc requests from the C-suite Growth Strategy, Account Growth & Pricing Co-own with the President and service leaders the multi-year growth plan and annual operating plan: target segments (emerging biotech, mid-size pharma, large pharma and medical device), offer portfolio, pricing, bookings and expansion targets Translate the multi-year plan (20%+ annual growth ambition, and at a minimum market-pace growth) into an annual growth model by service, segment and region, tracking organic, cross-sell and acquired growth each quarter and flagging gaps early, with proposed remedies Support medical business development with qualification, pricing and proposal support, and commercialize new offerings as they launch: packaging, program-level pricing, master agreements with work orders, and pilot-to-scale playbooks s and IT service providers, shared with service leaders and used in every pursuit. Own the account-based growth model for strategic accounts: quarterly account plans, whitespace across services and adjacent EVERSANA businesses, and the conversion of single-service clients into multi-service, multi-year partnerships Govern pricing and deal economics: rate cards, the deal-approval framework (FTE, unit-based, hybrid and outcome-based), margin guardrails with Finance, and how automation and GenAI efficiencies are priced Maintain standing competitive and market intelligence on CROs, PV specialists and IT service providers, shared with service leaders and used in every pursuit Scale, Global Growth & Integration of Acquired Businesses Design the operating model that lets the business scale across regions: processes, systems, governance and capacity that work across time zones, currencies, languages and local requirements Lead the integration of acquired businesses and partnerships: Day-1 readiness, 30/60/100-day plans, commercial, contract, systems and process integration, synergy tracking, and retention of clients and key talent, working with Corporate Development, Finance, Legal, IT and Human Resources Lead the integration of capabilities moving into EVERSANA MEDICAL from other EVERSANA units, and of any partner or matrix arrangements, so shared revenue, credit and client ownership are clear and tracked Run the program office for the evolution to EVERSANA MEDICAL: stage-gate and 180-day plans, milestones, decision log and governance support for the President and the leadership team Support commercial diligence on acquisition targets, including pipeline quality, contract terms, renewal exposure and fit with our systems and processes Keep the business investor-ready: clean data, documented processes and credible metrics Systems, Data & Automation Own the business systems roadmap, with central IT: Salesforce, quoting, contract management, project and resource management and business intelligence, with business cases, priorities and data governance Apply automation and AI to remove manual work in reporting, contract intake, renewals and handoffs, within EVERSANA’s security and compliance standards Make every system easy to use and every dataset trusted, with named owners and clear definitions Success Metrics / KPIs Revenue growth toward the 20%+ annual ambition, and at a minimum at the pace of market growth; bookings versus plan 100% of pipeline, forecast and bookings reported from Salesforce, with no off-system pipeline reporting Lead response time, lead-to-opportunity and opportunity-to-win conversion, pipeline coverage (3× or greater) and forecast accuracy Contract cycle time from request to signature, with 100% of contracts and contracts in progress tracked in the register Renewals engaged ahead of expiry, renewal rate and net revenue retention Gross margin on new and renewed business at or above the approved floor, and RFx performance: bid/no-bid discipline, on-time submission, qualified win rate and pursuit cycle time Services per account and share of multi-service deals (>60% target long-term) Utilization, delivery capacity and on-time client onboarding Integration milestones, client and key-talent retention and synergies delivered against plan Service leader satisfaction with the support received (semi-annual pulse survey) WHAT SUCCESS LOOKS LIKE: First 90 days. Has met every service leader and their teams; published each leader’s priority list and one shared scorecard; agreed Salesforce stage and field definitions; launched the contract register and the RFx intake and bid/no-bid process; delivered visible early wins. By 6 months. Salesforce is the only source for pipeline reporting; the weekly operating cadence is running; contract technology is selected and renewals are managed on a live calendar; the operations portfolio is reprioritized around the business’s biggest constraints; an integration playbook is ready. By 12 months. Consistent processes operate across services and regions; leaders report measurable time saved and trust the numbers; renewals are proactive rather than reactive; the business is ready to absorb its next stage of growth and any integrations on plan. EXPECTATIONS OF THE JOB: Serve as the President’s operating partner and the service leaders’ first call for commercial and operational support Deliver measurable improvement in discipline, transparency and speed alongside growth, through scalable, repeatable models Balance growth, margin and risk in every deal, and decline business that does not meet standards Build trust through listening, visible follow-through and simple, usable tools Operate as a strategic partner internally and externally Travel up to 20% to support clients, deal pursuits and global delivery hubs or on need-basis MINIMUM KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required. 15+ years in life sciences services, pharma or SaaS, with 8+ years leading commercial operations, revenue operations, contracting or business operations, including building and scaling processes, systems and metrics Hands-on command of Salesforce as a revenue system: pipeline stage design, dashboards, forecasting and data governance; experience leading a CRM clean-up or implementation, with quoting and contract-management tools a plus Experience selecting and implementing contract-lifecycle technology and running a renewals discipline at scale Strong understanding of PV, Medical Information and Medical Affairs, GxP Quality and Regulatory services and their obligations (GVP, ICH E2 series, 21 CFR Part 11, quality agreements) Track record of owning or co-owning a P&L or bookings target and closing multi-year, multi-million-dollar outsourcing deals Experience leading post-merger integration across commercial, contract, systems and process workstreams Experience scaling operations across regions, including offshore delivery and support teams Executive presence with C-suite clients, internal leadership and investors; able to lead through influence across matrixed functions and earn the trust of scientific and clinical leaders Experience building and developing high-performing teams, including through change and integration Core Capabilities Process design and standardization Revenue systems, data governance and reporting (Salesforce, contract management, business intelligence) KPIs, forecasting and operating rhythm Contract and commercial risk governance, and renewals management Strategic account planning, pricing, deal desk, RFP/RFI (RFx) management and bid strategy Integration planning and execution for acquisitions Change management and adoption Cross-functional leadership across central commercial teams, Business Development, Pre-Sales, service lines, Finance, Legal and IT Behavioral Competencies Service-minded partner who earns trust by listening first and following through Collaborator who builds bridges across services and functions Structured, data-driven thinker with a high ownership mindset Sound deal judgment and clear, transparent communication PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT: The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounter while performing the essential functions of this position. Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands. OUR CULTURAL BELIEFS: Patient Minded I act with the patient’s best interest in mind. Client Delight I own every client experience and its impact on results. Take Action I am empowered and empower others to act now. Grow Talent I own my development and invest in the development of others. Win Together I passionately connect with anyone, anywhere, anytime to achieve results. Communication Matters I speak up to create transparent, thoughtful and timely dialogue. Embrace Diversity I create an environment of awareness and respect. Always Innovate I am bold and creative in everything I do. Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA. EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit . More information about EVERSANA’s benefits package can be found at . EVERSANA reserves the right to modify this base salary range and benefits at any time. From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at . Follow us on LinkedIn | Twitter At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.