Executive Director, Biotech Client Experience (Onboarding & Enablement) US

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

The Executive Director, Biotech Client Experience & Onboarding provides enterprise-level leadership for the Client Experience & Onboarding function, with accountability for shaping how Biotech clients are onboarded, launched, and transitioned from commercial pursuit through early lifecycle delivery. This role owns the global strategy, operating model, and performance outcomes for the function, directly influencing revenue realization, repeat business, startup quality, and cost-to-serve across Biotech Operations.

The role carries full accountability for impact metrics, including authorization conversion, startup execution quality, and client satisfaction, and serves as the senior leader accountable for the Associate Director cohort’s performance, capability development, and succession readiness. The Executive Director operates with broad autonomy, sets functional direction, and partners with senior commercial and delivery leaders to enable profitable growth across a $2B+ annual authorization pipeline.

Key Responsibilities

Enterprise Strategy & Governance

• Define and govern the global Client Experience & Onboarding strategy across Biotech portfolios.
• Establish enterprise-wide engagement criteria, intake governance, and prioritization models aligned to commercial and operational strategy.
• Design and enforce quality gates, startup KPIs, and lifecycle governance standards to ensure consistent execution at scale.
• Serve as the senior decision authority for complex onboarding models, escalations, and non-standard client engagements.

Organizational Leadership & Talent Stewardship

• Lead, develop, and performance-manage a global team of Associate Directors and Directors with full accountability for talent outcomes, succession planning, and organizational scalability.
• Design and institutionalize training curricula, playbooks, and QA frameworks that build durable organizational capability.
• Set functional goals, cascade enterprise priorities, and hold leaders accountable to measurable business outcomes.

Financial & Business Impact Ownership

• Own and report on enterprise performance metrics including:
  • Authorization-to-start hit rates for clients with smaller or emerging portfolios
  • Startup issue rates and time-to-initiation
  • Voice-of-Customer (VOC) outcomes
  • Cost-of-service (COS) performance
• Drive corrective action plans when performance deviates from targets, with authority to reallocate resources or redesign processes.
• Directly influence revenue realization, margin protection, and lo