Director, Business Operations & Account Management

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Director, Business Operations & Account Management

Reports to: President & Chief Operating Officer

Direct Report(s): 1 (Business Operations Manager)

Location: Remote, with occasional travel

Function: Business Operations

Employment Type: Full-time

Dark Horse Consulting Group (DHCG) is a leading biotherapeutics consulting firm dedicated to accelerating the development and commercialization of advanced biotherapeutics. Founded in 2014, DHCG brings together deep scientific expertise, regulatory insight, and operational experience across CMC, Regulatory, Clinical, Nonclinical, Quality & Compliance, Supply Chain, and Commercial Launch.

We work across the full development lifecycle with biotech and pharma companies, CDMOs, technology providers, and investors, helping our clients move faster and smarter through the most challenging phases of drug development. Our three integrated divisions, Dark Horse Consulting, Bio Tech Logic , and Converge Consulting, give us unmatched breadth and depth across the advanced therapies and biopharma landscape.

DHCG operates a fast-paced client service business in which effective resource utilization, disciplined project economics, and consistently excellent client experience are essential to our growth and reputation. We are seeking an experienced Director or Senior Director of Business Operations & Account Management to own and elevate this function firm-wide.

Reporting directly to the President & COO, you will be the accountable owner of DHCG's core Business Operations infrastructure, including resource management, client experience optimization, and account expansion. You will lead and develop one direct report, partner closely with project leads and the Executive Leadership Team (ELT) to ensure project delivery excellence, identify opportunities to optimize consultant utilization, and expand existing client relationships.

This role builds directly on the foundation of DHCG's existing Business Operations infrastructure, but is empowered to take strategic ownership of building the function to fit a rapidly growing organization with increasingly sophisticated account management and business operations needs.

• Own the strategy, governance, and continuous improvement of DHCG's Resource Management System (RMS), ensuring accurate, timely data on consultant allocation, availability, and utilization firm-wide.
• Direct the Weekly Management Meeting, delivering executive-ready dashboards and leading team discussion to optimized resource utilization, collaborative project staffing and unmatched client experience across the practice.
• Set thresholds, governance, and escalation protocols for monitoring project resource consumption against budget, proactively flagging risks of budget overruns and opportunities to expand client support to project leads, the President/COO, and the business development team.
• Identify opportunities for business process improvements within the practice; champion and implement innovation across business operations processes, including evaluation and adoption of AI and automation tools to improve efficiency and reporting quality.
• Interface with Pipeline and Conflicts committee to provide information on consultant utilization, historical project scopes and staffing to inform staffing decisions. Maintain the master database of committee decisions.

• Direct the firm-wide Principal Portfolio Review and Client Project Review programs, ensuring consistent, high-quality tracking of project progress, resource utilization, and client experience.
• Build and operate systems to proactively surface and correct arising client- and project level issues before they impact client relationships.
• Partner with project leads and Managing Partners to identify, summarize, and help progress opportunities for expansion of client relationships.
• Own the client satisfaction survey program and report results to the ELT and the broader practice at the quarterly All Hands Meeting.
• Support the drafting of SOW amendments and follow-on scoping documents in partnership with project leads, Business Development, and Legal, as needed.
• Interface directly with Clients and support as needed as the business-side representative of client engagements.