Director, Operational Effectiveness

Key Responsibilities

• Relationship & Stakeholder Management
• Operational governance oversight and process stewardship
• Collaboration with Syneos customer account leadership (SR VP, NPD)
• Data-driven decision-making, partnering with analytics teams for insights
• Project Tracking & Enterprise Coordination
• Compliance Processes
• Technology & Systems Liaison

Business Performance & Analytics

Collaboration with Syneos customer account leadership (SR VP, NPD) to create the roadmap to commercialization and lead the product strategy for asset management.

Data-driven decision-making, partnering with analytics teams for insights, and developing reports, dashboards and summaries for leadership and client use.

Operational Governance & Institutional Knowledge

Maintain comprehensive institutional knowledge of the customer account processes, systems, and governance expectations, serving as a central resource for internal teams.

Lead the development, documentation, and refinement of operational processes in partnership with relevant Syneos functions, including client-ready presentations and reports that communicate complex information clearly, concise and visually.

Project Tracking & Enterprise Coordination

Collaboration with NPD for customer account and Syneos stakeholders in reviewing project readiness, and enterprise-level updates to include MSA revisions, SOW/CO/Amendments/POs, QBRs, audits and business rule document/ways of working changes.

Aid in execution of all aspects of significant contract changes, including size and structure.

Support business development by contributing to proposals, scoping documents to include hours vs actuals and pricing and thought leadership content.

Manage overarching deliverables, ensuring alignment across multiple teams and escalation pathways beyond CSM-level oversight.

Compliance Processes

Manage Compliance processes oversight- Eligibility Submissions for client field teams to be supported in Syneos systems, to include onboarding & offboarding.

In coordination with Syneos Compliance, participate in the joint Compliance quarterly submissions and support adherence to compliance standards across all workstreams.

In partnership with Syneos Client Services and Compliance, ensure proper documentation, communication, and internal Syneos auditing.

Technology & Systems Liaison

Act as the primary liaison between customer and Syneos Operational teams for technology updates impacting customer accounts and Syneos teams, including major system upgrades, implementation of new tools or platform and transitions/closeouts of systems (CRM).

Success Factors

• Strong relationship-building skills and the ability to operate confidently with senior stakeholders
• High attention to detail, especially in governance, documentation, and compliance-driven processes
• Ability to manage multiple concurrent workstreams with clarity, structure, and proactive communication
• Comfort navigating ambiguity and driving alignment across diverse teams and functions
• Demonstrated success in project management and cross-functional collaboration