Senior Director, Operational Effectiveness

Key Responsibilities

• Relationship & Stakeholder Management
• - Relationship management with customer account and maintaining a strong, collaborative relationships with customer and Syneos partners; this includes issue identification and internal Syneos coordination to quickly address.
• - Balance independent ownership of operational responsibilities with ongoing collaboration across Client Services, DS Operations, and Syneos Shared Services to ensure consistent communication and execution.
• - Operational governance oversight and process stewardship. Participate in customer account operational and client specific meetings and /Syneos Governance sessions to maintain visibility into enterprise-level initiatives.
• - Provide support to the customer account leadership team with preparation and participation with client business reviews, anticipate and mitigate risks, and provide analytical insights to support go-to-market strategies.
• 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 for leadership.
• - Partner with operations analytics teams to derive actionable insights and highlight performance drivers.
• 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.
• - Assist 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, ensuring 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)

Required Qualifications

• Bachelor’s degree in Business, Marketing, Life Sciences, or related field (MBA preferred).
• 5–8+ years of experience in client services, account management, operations, commercial pharma, or related environment.
• Yellow and/or Green Lean Six Sigma certified
• Strong analytical skills with the ability to interpret complex data and develop insights.
• Excellent communication, presentation, and stakeholder management abilities.
• Demonstrated success in project management and cross-functional collaboration.