Director, Business Operations – Account Management

Dark Horse Consulting Group

. Own the strategy, governance, and continuous improvement of DHCG's Resource Management System .

Posted 10/1/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in resource management systems, client relationship management, and executive reporting within a professional services environment. Proven ability to lead teams, optimize project staffing, and implement business process improvements, including the integration of AI tools.

Highest-signal resume keywords

Resource Management System OwnershipClient Relationship ManagementExecutive Reporting FrameworksPeople Management ExperienceFinancial Acumen

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Resource ManagementUtilization ManagementProject ManagementData AnalysisBudget ManagementBusiness Process ImprovementClient ServicesContract LanguageAI Tool IntegrationExecutive Reporting

Soft Skills

Interpersonal SkillsOrganizational SkillsCommunication SkillsJudgmentCoaching

Certifications & Qualifications

Bachelor's DegreeMBA or Advanced Degree in Life Sciences

Industry Keywords

Professional ServicesConsultingLife SciencesBiotechCRO/CDMO

About the role

Key responsibilities & impact

Own the strategy, governance, and continuous improvement of DHCG's Resource Management System
Ensure accurate, timely data on consultant allocation, availability, and utilization firm-wide
Direct the Weekly Management Meeting and deliver executive-ready dashboards
Lead discussions to optimize resource utilization, collaborative project staffing, and client experience
Set thresholds, governance, and escalation protocols for monitoring project resource consumption against budget
Flag budget-overrun risks and opportunities to expand client support
Identify and implement business process improvements, including AI and automation tools
Interface with the Pipeline and Conflicts committee and maintain the master database of committee decisions
Direct the Principal Portfolio Review and Client Project Review programs
Build systems to proactively surface and correct client- and project-level issues
Partner with project leads and Managing Partners to identify and progress client relationship expansion opportunities
Own the client satisfaction survey program and report results to the ELT and broader practice
Support SOW amendments and follow-on scoping documents with project leads, Business Development, and Legal
Interface directly with clients as the business-side representative of engagements
Oversee end-to-end project initiation after SOW signature, including project team confirmation, client code name assignment, secure dataroom provisioning, and timesheet entry
Ensure timely client communication at project kickoff and key engagement milestones
Serve as an escalation point for client service and delivery issues
Manage, coach, and develop one direct report
Liaise between Business Operations and Finance, Legal, HR, and Business Development
Represent Business Operations in ELT-level planning and decision-making
Provide senior-level support for conferences, trade shows, and business events as needed
Support ad hoc sales and client engagement activities
Interface with Marketing Communications to inform marketing strategy based on utilization projections and client trends

Requirements

What you’ll need

Bachelor's degree required; MBA or life sciences advanced degree a plus
7-10+ years of experience in business operations, account/client management, or client services within a professional services, consulting, or similarly fast-paced client-facing environment
Prior experience in life sciences, biotech, CRO/CDMO, or another complex professional services setting strongly preferred
Demonstrated experience building, running, or improving resource/utilization management systems and executive reporting frameworks
People management experience, with a track record of developing and coaching direct reports
Experience partnering closely with senior executives or Partners in a client service business
Strong analytical and financial acumen, with fluency in utilization, billable hours, project economics, and contract language
Experience with the underlying business processes and best practices of a client service organization strongly preferred
Exceptional organizational and project management skills
Executive presence and communication skills, with the credibility to report directly to the President/COO and engage the ELT
Process-oriented with a strong bias toward innovation and continuous improvement
Familiarity with AI tools and willingness to integrate them into day-to-day workflows strongly preferred
Strong interpersonal skills and credibility to build trusted working relationships with Managing Partners and Principals
Sound judgment and discretion in handling confidential client, financial, and personnel information
Entrepreneurial nature and ability to thrive in a fast-paced environment in a growing organization

Benefits

Comp & perks

Flexible, remote-first working environment
Competitive compensation, commensurate with experience
Opportunity to work at the cutting edge of advanced biotherapeutics
Opportunity to join a team of world-class scientific experts and consultants
Ownership and empowerment to build and improve a firm-wide function
Direct visibility to the President/COO
Opportunity to lead and grow a team
Clear path to broader operational leadership as DHCG expands