Person, Text, Face

Senior Director, Business Operations & Customer Experience

  • Seaport Blvd., Boston, Massachusetts, United States
  • Full Time

About the Job

The Senior Director, Business Operations & Customer Experience is a key member of the BioPharma Business Unit (BU) and BioPharma Leadership Team (BLT). BioPharma is one of two business units at FMI who are building deep relationships with FMI’s Biotech/Pharma/Research customers to transform cancer care and research through FMI’s molecular profiling and solutions. This role is responsible for driving core operational capabilities that yield exceptional customer experience through all touchpoints and improve operating and financial performance. This position is responsible for building and leading a small team of operational and process-excellence staff, collaborating extensively with functions within FMI that support the BU and/or delivery to customers.

Key Responsibilities

• Customer-Delivery Operations:

  • Partnering across FMI, drive creation and execution of sustainable cross-functional processes that deliver to customers and drive financial goals, including but not limited to: intake to contract, contract to initiation, order to cash, receipt to return, and demand-capacity planning and monitoring.
  • Define KPIs and targets and partner with relevant FMI teams to deliver to these targets.
  • Partner with customer-facing teams to develop robust monitoring and reporting (internal/external) of project and account level operational delivery within agreed upon parameters.
  • Lead cross-functional execution and process improvements to deliver the KPI targets.
  • Together with Strategic Insights, implement regular voice-of-customer insight gathering and reporting and customer satisfaction scorecards; translate into & drive initiatives to improve customer satisfaction.

• Financial and Market Analysis:

  • Lead and execute, in cross-functional partnership, core financial processes, including but not limited to:
    • Forecasting and Financial Planning;
    • Financial (Revenue) Actuals vs. Plan;
    • Demand Forecast to Actuals.
  • Map and implement core processes and information flows to translate operational flows into financial flows.
  • Develop fit-for-purpose financial outputs that guide effective business decision-making.
  • Deliver, with cross-functional partnership, market analyses including:
    • Specified market and pipeline research projects;
    • Competitive and Landscape analysis;
    • Segment, customer, and market analysis to inform sales/BD.

• Capabilities & Leadership:

  • As a member of the BLT, adopt a broad mindset and shape business growth and customer experience strategies.
  • Develop, coach, and lead a team.
  • Flag issues and propose resolution for items affecting the BU or our partnerships; escalate as necessary.
  • Identify, lead, and deliver necessary strategic initiatives and infrastructure capabilities (e.g., SFDC implementations) to support BU objectives.

• Travel domestically and internationally up to 25% of the time.

• Other duties as assigned.


Basic Qualifications

• Master’s or advanced degree in business or scientific discipline

• 12+ years of experience in product or program management or consulting in the biopharmaceutical/biotech/diagnostics industry

• 5+ years of experience in team & people leadership in a matrixed organization

Preferred Qualifications

• Experience working in dynamic and growing teams; demonstrated ability to operate and deliver in a fast-paced environment and with ambiguity

• Experience with core operational processes including forecasting, demand-capacity planning and modeling, financial business reviews and tracking, Intake-to-Contract, Order-to-Cash and others

• Experience with market analysis activities including competitive and landscape analysis, and market research

• Process mapping and improvement experience including frameworks such as agile, lean

• Expertise developing and measuring KPIs including financial performance, operational/process (delivery) performance and customer satisfaction

• Agility with numbers and data and ability to translate data into actionable insights

• Ability to translate customer insights/voice into scorecards and improvement plans

• Effective communication skills with the ability to influence cross-functionally

• Understanding of HIPAA and importance of privacy of patient data

• Commitment to FMI values: patients, innovation, collaboration, and passion




Please be aware that Foundation Medicine mandates COVID-19 vaccination of all employees regardless of work location. Accommodations may be made in accordance with applicable law.


About Foundation Medicine

Foundation Medicine, Inc. (FMI) began with an idea—to simplify the complex nature of cancer genomics, bringing cutting-edge science and technology to everyday cancer care. Our approach generates insights that help doctors match patients to more treatment options and helps accelerate the development of new therapies. Foundation Medicine is the culmination of talented people coming together to realize an important vision, and the work we do every day impacts real lives.

Confidence, or the belief that we need to check every box before applying for a job, can sometimes hold us back from going after a role that inspires us. At Foundation Medicine there's no such thing as the 'perfect' applicant, and our company is a place where every employee can make an impact and continue to grow whatever background they may have or path they may have taken. So, as long as you meet the basic qualifications for a role, please apply if you see a position that would make you excited to come into Foundation Medicine every day and help us transform cancer care.

Apply Now

Internal applicants, please use your FMI email address.

Please let me know about more jobs like this

Not You?

Thank you

Recommended Jobs

Intern, Software Engineer (Undergraduate)

Engineering 101235 Boston Massachusetts United States Seaport Blvd., Boston, Massachusetts, United States Technology
About the Job The Intern, Software Engineer (Undergraduate) works within the Engineering Team to build and support key products that help to drive FMI’s core business. The Internship provides exposure to engineering best practices including devel...

Laboratory Assistant I

Lab Operations 101520 Morrisville North Carolina United States Kit Creek Road, Morrisville, North Carolina, United States Operations
About the Job The Laboratory Assistant I is a core member of the Laboratory Operations Team. This position supports laboratory technologists who perform patient sample testing and may support equipment maintenance, reagent preparation, or other t...

Intern, Competitive Intelligence (Graduate)

Strategy Insights and Analytics 101401 Cambridge Massachusetts United States Cambridge, Massachusetts, United States Strategy Insights and Analytics
About the Job The Intern, Competitive Intelligence supports the Strategic Insights & Analytics team. The team is responsible for providing competitive and strategic insights across FMI (Commercial, Biopharma, Data, Medical, R&D and Operat...

Service Desk Technician II (Monday – Thursday: 8:00am-6:00pm)

Information Technology 101344 Cambridge Massachusetts United States Cambridge, Massachusetts, United States Technology
About the Job The Service Desk Technician II will be responsible for supporting the daily operations of IT requests of the business by resolving issues with both computer hardware and software. The technician will respond to user inquiries, asses...
Text, Person, Baby, Handwriting, Finger, Diaper, Wood
Person, Building, Factory, Clothing, Apparel, Manufacturing, Lab

Foundation Medicine is proud to be an Equal Opportunity and Affirmative Action employer and considers all qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin. Further, qualified applicants will not be discriminated against on the basis of disability or protected veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also FMI’s EEO Statement and EEO is the Law and Supplement. If you have a disability or special need that requires accommodation, please let us know by completing this form.  (EOE/AAP Employer)

To all recruitment agencies: Foundation Medicine does not accept agency resumes. Please do not forward resumes to our jobs alias, Foundation Medicine employees or any other organization location. Foundation Medicine is not responsible for any fees related to unsolicited resumes.