Executive Director, Biotech Client Experience – Onboarding & Enablement

Thermo Fisher Scientific

. Define and govern the global Client Experience & Onboarding strategy across Biotech portfolios .

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesLead💰 $186,700 - $248,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in defining and governing client experience and onboarding strategies, with a strong focus on performance metrics, team leadership, and operational scalability. Proven ability to translate client insights into actionable improvements and drive corrective actions to meet enterprise goals.

Highest-signal resume keywords

Client Experience StrategyPerformance Metrics OwnershipTeam Leadership and DevelopmentOnboarding GovernanceProject Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client ServicesOperations ManagementProject ManagementPerformance Metrics AnalysisGovernance ModelsRisk MitigationQuality Gates DesignKPI DevelopmentData AnalysisProcess Redesign

Soft Skills

LeadershipCollaborationDecision-MakingCommunicationProblem-Solving

Certifications & Qualifications

Bachelor's DegreeAdvanced DegreePMP

Industry Keywords

BiotechMatrixed OrganizationsCommercial StrategyOperational ReadinessVoice-of-CustomerStartup GovernanceEnterprise PerformanceMulti-Region Operating ModelsSuccession PlanningTalent Management

Tech Stack

Tools & technologies

PMP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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