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

Job Title: Executive Director, Biotech Client Experience (Onboarding & Enablement) US Job Location: Remote, North Carolina, United States of America Job Location Type: Remote Job Contract Type: Full time Job Seniority Level: Work Schedule: 40 hours per week 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 Associa