POSITION SUMMARY

The Director, Sales Operations, is responsible for the strategy, systems, tools, and processes that enable an efficient, scalable, and data-driven Business Development organization. This role will design, implement, and manage the inside sales strategy; strengthen the customer experience from initial engagement through operational handoff; oversee reporting and analytics; and maintain the systems, libraries, and materials that support high-quality proposals, presentations, and bid defenses.

This role is responsible for improving the effectiveness of the Business Development organization by standardizing processes, strengthening commercial operations, and enhancing the customer experience throughout the sales lifecycle. Through cross functional collaboration, this position drives operational excellence, supports business growth, and ensures opportunities transition seamlessly to Operations and delivery.

DUTIES AND RESPONSIBILITIES

Inside Sales Strategy and Execution

✓Design, implement, and manage a scalable inside sales strategy that supports lead generation, qualification, nurturing, and opportunity advancement.
✓Partner with Business Development leadership to define target segments, outreach priorities, performance goals, and operating rhythms for inside sales activities.
✓Establish processes, playbooks, scripts, qualification criteria, and feedback mechanisms to improve conversion and consistency across the sales funnel.
✓Monitor inside sales performance and recommend improvements to campaigns, messaging, tools, and team workflows.

Customer Experience Strategy

✓Partner with Business Development and Operations leadership to develop and continuously improve customer experience across the commercial lifecycle.
✓Establish commercial operating standards for client handoff standards, touchpoint maps, communication expectations, escalation paths, and account transition protocols.
✓Establish client feedback loops, including surveys, post-award debriefs, relationship reviews, issue-tracking processes, and Net Promoter Score (NPS) measurement.
✓Partner with Operations, Project Management, Marketing, and Executive Leadership to ensure client insights are captured, acted upon, and reflected in continuous improvement initiatives.

Proposal and Bid Support

✓Provide oversight and support for proposal development, serving as a contributor or lead writer on opportunities as needed.
✓Support proposal strategy, messaging, win themes, executive summaries, differentiators, and content alignment across commercial materials.
✓Lead development of bid defense presentation standards, messaging, executive summaries, and supporting materials to ensure consistent, compelling client presentations.
✓Partner with subject matter experts to translate operational, scientific, technical, and commercial inputs into clear, compelling client-facing content.

Reporting, Analytics, and Commercial Insights

✓Own recurring reporting and analysis for the Business Development team, including pipeline health, opportunity aging, activity trends, win/loss insights, forecast support, and sales productivity metrics.
✓Develop dashboards and reporting packages that provide leadership with actionable insight into commercial performance, customer engagement, proposal volume, and conversion trends.
✓Identify data quality gaps and partner with stakeholders to improve CRM discipline, opportunity tracking, and management visibility.
✓Translate data into recommendations that improve prioritization, resource planning, sales strategy, and customer engagement.

Systems, Tools, and Content Libraries

✓Manage and continuously improve the systems, tools, templates, and libraries used by Business Development, including proposal content, slide decks, boilerplate language, case studies, customer references, and standard responses.
✓Establish governance for content ownership, review cycles, version control, accessibility, and quality standards.
✓Partner with Marketing, Operations, Legal, Finance, and subject matter experts to ensure content remains accurate, current, differentiated, and aligned with corporate positioning.
✓Recommend improvements to CRM, proposal management, knowledge management, and reporting tools to increase efficiency and adoption.

Cross-Functional Leadership

✓Serve as a central connector between Business Development, Operations, Marketing, Finance, Legal, and Executive Leadership to ensure commercial processes are aligned and client-ready.
✓Lead process improvement initiatives that reduce friction, improve response quality, increase transparency, and strengthen the overall customer journey.

JOB REQUIREMENTS / QUALIFICATIONS/EDUCATION

✓Bachelor’s degree in business, marketing, communications, life sciences, healthcare, or a related field required; advanced degree preferred.
✓8+ years of experience in sales operations, business development operations, proposal management, customer experience, commercial enablement, or related roles; 10+ years preferred for Senior Director level.
✓Experience supporting B2B sales organizations with complex, consultative sales cycles; experience in clinical research, life sciences, healthcare services, or a related industry preferred.
✓Demonstrated ability to design and operationalize inside sales programs, reporting structures, customer engagement processes, and cross-functional handoffs.
✓Strong proposal writing, presentation development, and executive communication skills.
✓Advanced analytical skills with experience developing dashboards, synthesizing trends, and converting data into business recommendations.
✓Hands-on experience with CRM systems, proposal/content management tools, Microsoft PowerPoint, Excel, and business intelligence/reporting platforms.
✓Proven ability to manage multiple priorities, influence without authority, and drive change across cross-functional teams.

KNOWLEDGE, SKILLS, AND COMPETENCIES REQUIRED

✓Demonstrated strategic leadership with the ability to develop and optimize sales operations processes.
✓Strong understanding of customer experience principles and the ability to design and improve commercial workflows.
✓Experience developing and implementing inside sales strategies and process management.
✓Strong written communication skills with the ability to develop proposals, executive summaries, presentations, and client-facing materials
✓Strong presentation development and storytelling skills, including support of bid defenses and executive-level client engagements. Analytical skills with the ability to interpret commercial data, develop dashboards, identify trends and translate insights into actionable business recommendations.
✓Proficiency with CRM platforms, sales reporting tools, and business intelligence solutions.
✓Experience establishing governance for commercial content, knowledge management, templates and proposal libraries.
✓Proven ability to work cross-functionally, influence stakeholders, and drive organizational change.
✓Excellent organizational, project management, and problem-solving skills with exceptional attention to detail.
✓Strong interpersonal and executive communication skills, with the ability to build relationships and collaborate effectively across all levels of the organization.

The above job description does not imply these outlined duties are the only duties performed by this employee. The incumbent is expected to perform other related duties necessary for the effective operation of the department and company.

ProSciento reserves the right to change or alter any of the above duties and responsibilities according to the operational needs of the department and company.

ProSciento is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.