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

Remote from: USA
Salary, yearly, USD: 186,700 - 248,900
Department: Customer Success
Employment type: Full Time,
Job posted: 20 Jul 2026
Apply before: 20 Aug 2026
Experience level: Director
Views / Applies: 96 / 5

About company

About Thermo Fisher Scientific

Our mission is to enable our customers to make the world healthier, cleaner and safer.

Biotechnology
2006

Actively Hiring

AI Summary

This Executive Director role leads the global Client Experience & Onboarding function for Biotech, shaping strategy and operating models to onboard clients from pursuit to early lifecycle. The position owns enterprise-level metrics like revenue realization, startup quality, and client satisfaction, directly impacting a $2B+ authorization pipeline. It requires broad autonomy to set functional direction, manage a team of Associate Directors, and drive continuous improvement. The role also involves financial accountability, risk management, and cross-functional leadership with sales, delivery, and finance teams. It is ideal for a seasoned leader with deep expertise in biotech client onboarding and enablement.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role demands enterprise-level strategic leadership, broad autonomy, and accountability for multi-billion dollar revenue pipelines, making it highly complex and challenging.

Salary Analysis

AI Insight The offered salary range of $186,700 to $248,900 is competitive for an Executive Director in biotech client experience, aligning with the median market rate. The upper end reflects top-tier compensation for this senior leadership role.

Core Skills Required

Client Onboarding Strategic Leadership Revenue Realization Risk Management Process Improvement Cross-functional Collaboration Talent Development Biotech Operations Executive Management Data Analytics

Cover Letter Sample

I am excited to apply for the Executive Director, Biotech Client Experience & Onboarding role. With over 15 years of leadership in biotech operations and client onboarding, I have consistently driven revenue realization and scalable growth. My experience includes defining global strategies, managing cross-functional teams, and improving client satisfaction through data-driven insights.

I am particularly drawn to this role's focus on enterprise-level governance and talent stewardship. At my previous company, I led a team that reduced startup issue rates by 30% and improved authorization-to-start hit rates by 20%.

I am eager to bring my expertise in risk management, process innovation, and executive partnership to your organization. Thank you for considering my application.

Sample Interview Questions

How would you develop and implement a global onboarding strategy for a diverse biotech portfolio?

I would start by analyzing current onboarding metrics and client feedback to identify gaps. Then, I'd design a scalable framework with clear KPIs, quality gates, and governance. I'd pilot it with a key client segment, iterate based on results, and roll it out globally with training for all teams.

Describe a time you managed a high-stakes client escalation. What was your approach?

In a previous role, a major client faced repeated startup delays. I formed a cross-functional task force, conducted root-cause analysis, and implemented a dedicated concierge onboarding team. I communicated transparently with the client, and within two months, we reduced time-to-start by 40% and restored client satisfaction.

How do you measure and improve client satisfaction in a complex onboarding environment?

I use Voice-of-Customer surveys, NPS scores, and operational metrics like issue rates. I segment feedback by client type to identify patterns. Then, I lead continuous improvement initiatives, such as streamlining documentation or automating handoffs, and track progress against targets quarterly.

How would you ensure your team of Associate Directors is developing and ready for succession?

I would create individual development plans, assign stretch projects, and provide regular coaching. I'd also establish a mentorship program and cross-train them in different portfolios. Succession readiness is reviewed quarterly, with clear criteria for promotion readiness.

What is your approach to balancing revenue realization with cost-to-serve in onboarding?

I focus on standardizing processes for common client types while offering differentiated service for high-value clients. I use data to identify cost drivers, such as rework or delays, and invest in automation or training to reduce waste. This balance ensures we maximize revenue while controlling costs.

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 long-term client retention.

Risk Management & Executive Escalation

Establish early-warning indicators and predictive risk models to proactively mitigate startup and delivery risk.
Lead cross-functional escalation management for high-impact client or operational issues.
Coach leaders on root-cause analysis, remediation planning, and proactive risk prevention.

Continuous Improvement & Innovation

Translate VOC insights into systemic improvements to onboarding, bid defense readiness, and speed-to-startup pathways.
Pilot and scale concierge or differentiated onboarding offerings aligned to strategic client segments.
Continuously evolve operating models to improve efficiency, scalability, and client outcomes.

Executive & Cross-Functional Leadership

Partner with senior leaders across Sales, Delivery, Finance, Legal, and Accelerator teams to ensure commercial clarity, operational readiness, and profitable growth.
Act as a trusted executive advisor on onboarding strategy, client risk, and early lifecycle execution.

Impact & Outcomes

Drives measurable improvements in revenue realization, startup quality, and repeat business performance.
Enables scalable growth by institutionalizing consistent, high-quality onboarding across Biotech portfolios.
Strengthens client loyalty through proactive engagement, transparency, and early issue resolution.
Protects margin and cost-to-serve through disciplined governance and risk management.

Education & Experience

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.

Skills & Capabilities

Enterprise strategy execution
Organizational design and talent leadership
Financial and performance management
Executive communication and influence
Data-driven decision-making and risk management

Education

Bachelor’s degree required; advanced degree or PMP preferred.

Compensation and Benefits

The salary range estimated for this position based in North Carolina is $186,700.00–$248,900.00.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

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

For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewards

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