Director, Client Operations

JOB TITLE: Director, Client Operations

REPORTS TO: Chief Operating Officer

POSITION: Full-time, exempt


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Innovation Partners, LLC (IP) is a growing, high-touch biomedical consulting company that partners with a variety of U.S. and global clients to bring their oncology innovations and other products to a successful U.S. market launch and commercialization. The Key Account Director will serve as a key member of the Leadership Team, responsible for managing key client relationships and the Project Management team. The right individual will bring a variety of skills and experience to the role, will be practiced within oncology/ hematology, comfortable operating in a fast paced and agile environment, experienced managed client relationships and excited by the opportunity to contribute to the growth of the organization in a variety of ways. Must be proactive about leading and implementing efficiencies, structures and resources, and pitching in as needed.

  • Innovation Partners, LLC (IP) is focused on collaborating with biopharmaceutical, medical device and molecular diagnostic manufacturers to make their innovations accessible to patients, providers, and payer stakeholders.
  • Client roster includes innovators in oncology, hematology, neurology and rare diseases. Core services and capabilities include market and payer access, qualitative and quantitative market research, and medical affairs and education.
  • We have partnered with our clients to support 30+ hematology / oncology brand development and launch strategies.
  • Geographic scope of client base includes U.S., Europe, and Asia.
  • Innovation Partners is a growing agile consulting firm seeking motivated individuals flexible to evolving with the changing needs of our clients and IP.


Strategic Client Engagement and Relationship Building 25%

  • Foster relationships with key clients as assigned in partnership with the Director of Market Research and Director of Medical Affairs and the Director of Business Development
  • Understand client needs, strategies, assessing their challenges and develop multi-pronged solutions for those clients we engage over 1+ years in a high-touch consulting context
  • Conduct cross-project/ cross deliverable assessments engaging IP team members as needed (e.g. to explore new BD opportunities, modify approach to existing projects, connect the dots between projects)
  • Regular collaboration with Business Development to assess client needs and opportunities across the organization
  • Communicate regularly with clients either directly or through the project management team in order to keep a pulse on client projects and deliverables
  • Collaborate with the Director of Strategic Consulting to support special projects outside of Market Research and Medical Affairs
  • Support Business Development as needed in SOW development
  • Travel as needed to oversee client projects/ foster client relationships

Project Management Leadership 35%

  • Develop and manage IP processes to ensure that client projects are executed on time and that the deliverable produced is of high quality (managing internal quality control of all deliverables)
  • Ensure the project management process and resource allocation at IP is efficient and optimized for success
  • Develop tools, implement software as needed to support project management efficiencies across the organization
  • Develop metrics and management reports to keep IP Leadership team updated on IP resource allocation and capacity
  • Willing to engage at the project level as needed to provide expertise, strategic direction, project execution support etc.
  • Engage in regular client and project calls as needed to ensure engagements are being appropriately managed and projects are executed on time and to a high standard
  • In collaboration with team members lead the development of internal materials needed to execute projects to include developing core processes and templates as needed

Develop and Supervise Project Management Team 15%

  • Lead, manage and develop the Project Management team ensuring it is staffed appropriately engaging in hiring and recruiting, in partnership with Human Resource
  • Source, engage and oversee consultants and vendors as needed to support Project Management execution
  • Develop internal resources, continuing education opportunities and trainings to ensure high level of internal Project Management expertise
  • Travel as needed to build rapport with team/ employees and support a comprehensive onboarding

Actively Participate in the Leadership Team 10%

  • Develop and manage budget as assigned
  • Participate in the annual budget and strategic planning process
  • Rigorously adhere to the IP vision and business plan and the principles of EOS
  • Participate actively as a member of the Leadership team engaging in weekly, quarterly and annual planning meetings
  • Contribute to strategic planning at the organization level and for the Project Management team
  • Develop and track to quarterly rocks (goals)
  • Collaborate with leadership team colleagues on special projects to support the evolution and growth of the organization
  • Travel as needed to participate in leadership team planning in person

Team Engagement 5%

  • Model Innovation Partners Core Values at all times.
  • Engage in weekly team meetings, quarterly team summits and other team/ planning/ strategy meetings as needed some via Zoom some in-person.
  • Prepare reports, materials, presentations as needed for team meetings.
  • Develop and follow internal core processes.
  • Proactively identify issues and efficiency barriers and suggest and implement solutions.
  • Travel as needed to engage in team events


  • Degree required advanced degree in relevant area a plus
  • Relevant biopharmaceutical oncology/ hematology experience in a mix of agency and industry settings
  • Agency/ consulting firm experience (serving multiple pharma/ biotech/ medtech/ med device clients) is required
  • Significant project management/ operations experience
  • Leadership experience


  • Alignment with Innovation Partners values and culture
  • Self-starter, motivated to build and grow teams, disciplines, service offerings. Capable and adaptable.
  • Excellent written communication skills – must have the ability to formulate scientific/medical information in a clear and concise manner
  • Excellent verbal communication and strong interpersonal communication skills with the ability to interact effectively with a variety of internal and external stakeholders at all levels
  • Excited to contribute to a small but an accomplished and values driven team, willing to lead, assist and support in a variety of ways
  • Proven analytical and problem-solving skills
  • Ability to work independently and as a reliable team contributor
  • Ability to work under deadlines​ and multi-task capably adapting to changing circumstances
  • Willingness and desire to learn and grow
  • Highly organized, self-motivatedand resourceful​
  • Able to handle internal and client information while maintaining a high level of confidentiality
  • Strong attention to detail
  • Experienced and competent in using Microsoft Suite/ 365 (Word, PowerPoint, Excel, SharePoint and Outlook)

Physical Demands

The physical demands of this job are consistent with light office duties.

The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Work Environment

This position’s work environment is in an office based remotely out of the candidate’s home/workspace

20-30% Travel is required.

The work environment characteristics described here are representative of those encountered by an employee while performing the essential functions of this job.

To perform this job successfully, an individual must be able to perform each roles and responsibilities satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Innovation Partners is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

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