Director, Operational Effectiveness

Overview

The Director, Operational Effectiveness serves as the primary Syneos Health operations point of contact for a designated customer account, with end-to-end responsibility for operational governance, process stewardship, enterprise coordination, and strategic alignment in support of account leadership objectives. This role provides overarching operational oversight and accountability, ensuring consistent execution, effective decision making, and seamless cross-functional collaboration across the organization. The Director holds significant individual responsibility for leading operational governance forums, stewarding standardized and scalable processes, and coordinating enterprise-wide resources.

The role requires close partnership with Syneos Client Services and Operations—including Technology Platforms & Services, Strategic Operations & Analytics, Data Reporting, Technical Training, CRM Solutions, and Incentive Compensation—as well as Syneos Shared Services such as Finance, Human Resources, Compliance, Commercial, Quality Excellence, and Training, Education & Development. By driving data-driven insights, governance rigor, and proactive risk management, the Director ensures operational alignment across internal teams, customer priorities, and broader Syneos initiatives.

The role also contributes meaningfully to strategic planning efforts, translating enterprise capabilities into integrated, customer-specific operational solutions. Success in this role requires strong relationship management, exceptional communication skills, deep institutional knowledge, and the ability to navigate complex, matrixed environments involving both internal and external stakeholders. This role reports to the Syneos Innovative Operations Services (IOS) National Program Director (NPD).

• Relationship & Stakeholder Management:
  Relationship management with customer account and maintaining strong, collaborative relationships with customer and Syneos partners; this includes issue identification and internal Syneos coordination to quickly address.
• Operational governance oversight and process stewardship:
  Participate in customer account operational and client-specific meetings and Syneos Governance sessions to maintain visibility into enterprise-level initiatives.
• Provide support to the customer account leadership team with preparation and participation with client business reviews, anticipate and mitigate risks, and provide analytical insights to support go-to-market strategies.

• Collaboration with Syneos customer account leadership (SR VP, NPD) to create the roadmap to commercialization and lead the product strategy for asset management.
• Data-driven decision-making, partnering with analytics teams for insights, and developing reports, dashboards and summaries for leadership and client use.
• Partner with operations analytics teams to derive actionable insights and highlight performance drivers.

• Maintain comprehensive institutional knowledge of the customer account processes, systems, and governance expectations, serving as a central resource for internal teams.
• Lead the development, documentation, and refinement of operational processes in partnership with relevant Syneos functions, including client-ready presentations and reports that communicate complex information clearly and concisely.

• Collaboration with NPD for customer account and Syneos stakeholders in reviewing project readiness, and enterprise-level updates to include MSA revisions, SOW/CO/Amendments/POs, QBRs, audits and business rule document/ways of working changes.
• Assist in execution of all aspects of significant contract changes, including size and structure. Support business development by contributing to proposals, scoping documents to include hours vs actuals and pricing and thought leadership content.
• Manage overarching deliverables, ensuring alignment across multiple teams and escalation pathways beyond CSM-level oversight.

• Manage Compliance processes oversight—Eligibility Submissions for client field teams to be supported in Syneos systems, to include onboarding & offboarding.
• In coordination with Syneos Compliance, participate in the joint Compliance quarterly submissions and support adherence to compliance standards across all work streams.
• In partnership with Syneos Client Services and Compliance, ensuring proper documentation, communication, and internal Syneos auditing.

• Act as the primary liaison between customer and Syneos Operational teams for technology updates impacting customer accounts and Syneos teams, including major system upgrades, implementation of new tools or platform and transitions/closeouts of systems (CRM).

• Strong relationship-building skills and the ability to operate confidently with senior stakeholders.
• High attention to detail, especially in…