Executive Director, Biotech Client Experience – Onboarding & Enablement

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🔥 57 minutes ago

🇺🇸 United States – Remote

💵 $186.7k - $248.9k / year

⏰ Full Time

🔴 Lead

🧑‍💼 Account Executive

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Thermo Fisher Scientific

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1956

🧬 Biotechnology

💊 Pharmaceuticals

🔬 Science

Biotechnology • Pharmaceuticals • Science

Thermo Fisher Scientific is the world leader in serving science, with annual revenue of more than $40 billion. Their mission is to enable customers to make the world healthier, cleaner, and safer by supporting life sciences research, solving complex analytical challenges, increasing laboratory productivity, and improving patient health through diagnostics and the development of life-changing therapies. With a global team, they offer innovative technologies and pharmaceutical services through brands such as Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon, and PPD.

📋 Description

• 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 • Lead, develop, and performance-manage a global team of Associate Directors and Directors with full accountability for talent outcomes, succession planning, and organizational scalability • 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 • Establish early-warning indicators and predictive risk models to proactively mitigate startup and delivery risk • Translate VOC insights into systemic improvements to onboarding, bid defense readiness, and speed-to-startup pathways • Partner with senior leaders across Sales, Delivery, Finance, Legal, and Accelerator teams to ensure commercial clarity, operational readiness, and profitable growth

🎯 Requirements

• Bachelor’s degree required; advanced degree or PMP preferred • 10–15+ years of progressive leadership experience in client services, operations, or project management within complex, matrixed organizations • Demonstrated success building and scaling global, mid-to-senior-level teams • Proven ownership of enterprise performance metrics tied to revenue, margin, and client outcomes • Experience leading multi-region operating models and commercial-to-delivery governance

🏖️ Benefits

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs • Employee assistance and family support programs, including commuter benefits and tuition reimbursement • At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy • Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan • Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount