Director Business Operations

Position Summary The Director, Business Operations & Performance is responsible for building and leading the business operating infrastructure that connects commercial growth, client delivery, financial performance, resource planning, and strategic priorities into a scalable, data-driven management system. This role serves as a key business partner to the President and senior leadership team, providing visibility, insight, and accountability across the full business lifecycle—from pipeline generation and sales operations through forecasting, staffing, utilization, profitability, and performance management. Primary Responsibilities Business Operations Leadership - Lead the development and evolution of the Business Operations & Performance function. - Establish management systems that connect strategy, sales, delivery, staffing, financial performance, and organizational priorities. - Partner with senior leadership to improve operational effectiveness, business visibility, decision-making, and accountability. - Build and maintain operating rhythms including monthly business reviews, forecasting processes, KPI reporting, performance reviews, and leadership dashboards. - Facilitate cross-functional alignment across Sales, Consulting, Product, Analytics, Operations, Finance, and Client Success. - Develop governance structures, operating processes, and decision frameworks that improve scalability and organizational effectiveness. - Assess future organizational needs and develop recommendations regarding the growth and structure of the Business Operations function. Sales Operations & Revenue Performance - Own sales operations processes supporting pipeline management, opportunity progression, forecasting, renewal tracking, and revenue performance. - Develop pipeline reporting, sales productivity metrics, conversion analysis, and growth performance dashboards. - Partner with sales leadership to improve forecast accuracy, opportunity management discipline, and revenue predictability. - Evaluate sales capacity, territory effectiveness, resource requirements, and commercial investment decisions. - Support annual planning, sales target development, and performance measurement activities. - Ensure Salesforce and related commercial systems provide actionable business insight and operational visibility. Forecasting & Business Planning - Lead enterprise forecasting processes across bookings, revenue, utilization, staffing, margin, profitability, and business performance. - Develop integrated forecasting models linking pipeline activity, delivery capacity, resource plans, hiring decisions, and financial outcomes. - Build and maintain annual operating plans, rolling forecasts, and long-range business projections. - Identify performance trends, risks, and opportunities and provide actionable recommendations to senior leadership. - Improve organizational forecasting discipline, consistency, transparency, and accountability. Resource Planning & Capacity Management - Build pipeline-to-capacity planning processes that align anticipated demand with available consulting, analytics, technology, and support resources. - Develop workforce planning models supporting hiring, growth initiatives, succession planning, and resource optimization. - Monitor resource allocation, utilization, realization, and productivity across teams and business segments. - Identify delivery bottlenecks, staffing constraints, and future capacity requirements. - Support leadership decisions regarding workforce investments, organizational design, and resource management strategies. Time Tracking & Utilization Management - Establish governance and operational discipline surrounding time tracking and utilization management. - Ensure accurate project setup, billing classifications, labor allocations, and reporting structures. - Monitor utilization performance across teams and business segments. - Partner with business leaders to improve staffing decisions and resource deployment practices. - Translate time tracking data into actionable insights related to productivity, profitability, staffing requirements, and delivery performance. - Implement process improvements that strengthen operational efficiency and workforce effectiveness. Financial Performance & Profitability Analysis - Develop profitability reporting and analysis across clients, projects, service offerings, products, and business segments. - Provide visibility into revenue quality, margin performance, utilization economics, and resource productivity. - Analyze project performance, pricing effectiveness, staffing models, and business economics. - Identify opportunities to improve profitability, operating leverage, and financial performance. - Partner with Finance to strengthen planning, forecasting, and performance management capabilities. - Support investment decisions through business case development, scenario analysis, and return-on-investment assessments. Performance Management & KPI Governance - Develop and maintain an enterprise performance management framework aligned with strategic, operational, commercial, and financial objectives. - Establish KPI ownership, performance targets, measurement methodologies, and reporting standards. - Create leadership dashboards and scorecards that provide timely visibility into business performance. - Partner with senior leaders to identify meaningful leading and lagging indicators that support effective decision-making and accountability. - Monitor key business performance trends and proactively identify risks, opportunities, and areas requiring management attention. - Drive accountability through structured performance reviews, action plans, and management reporting. - Ensure leaders have access to accurate, actionable, and decision-oriented information. - Continuously evaluate and refine performance measures as the business evolves and becomes more complex. Leadership Reporting & Business Intelligence - Develop leadership reporting packages that support operational and strategic decision-making. - Facilitate monthly, quarterly, and annual business reviews with senior leadership. - Synthesize complex business information into concise, actionable recommendations. - Create a consistent single source of truth for business performance reporting. - Provide insight into emerging business trends, operational risks, growth opportunities, and performance drivers. Strategic Initiatives & Continuous Improvement - Lead cross-functional initiatives designed to improve operational effectiveness, scalability, and profitability. - Identify opportunities for process improvement, automation, reporting enhancements, and business modernization. - Support strategic planning, organization design, growth initiatives, and new business opportunities. - Drive continuous improvement efforts that strengthen execution, accountability, and performance. - Help build a more data-driven, performance-oriented culture across the organization. Success Profile: First 0-12 Months - Establish PSG's Business Operations & Performance function and operating model. - Improve forecasting accuracy across revenue, staffing, utilization, and profitability. - Implement a comprehensive KPI framework with clear ownership and accountability. - Develop pipeline-to-capacity planning processes that improve workforce planning and delivery predictability. - Create meaningful visibility into project, client, product, and segment profitability. - Improve time-tracking discipline, utilization management, and resource planning effectiveness. - Implement a consistent leadership operating cadence supported by actionable reporting and analytics. - Strengthen business planning capabilities and support more informed growth and investment decisions. - Develop a roadmap for scaling the Business Operations function as organizational needs evolve. - Build the operational foundation necessary to support PSG's continued growth and increasing business complexity. Qualifications Required - 10+ years of progressive experience in Business Operations, Financial Planning & Analysis, Sales Operations, Revenue Operations, Consulting Operations, Strategy, or related business management roles. - Demonstrated experience supporting senior leadership teams with forecasting, planning, performance management, and strategic decision-making. - Strong understanding of professional services economics, resource planning, utilization management, and profitability analysis. - Experience developing KPI frameworks, dashboards, operating reviews, and management reporting systems. - Proven ability to influence across multiple business functions without direct authority. - Advanced analytical, financial modeling, planning, and problem-solving capabilities. - Strong written and verbal communication skills with the ability to communicate effectively with senior leadership. Leadership Competencies required - Strategic Business Agility - Financial & Operational Management - Commercial Orientation - Analytical Decision Making - Performance Management - Cross-Functional Leadership - Senior Leadership Presence and Communication - Organizational Effectiveness Preferred Qualifications - Experience within healthcare consulting, pharmacy benefit management, healthcare technology, analytics, software, or professional services environments. - Experience with Salesforce, Power BI, Harvest, Smartsheet, financial planning systems, and business intelligence platforms. - Experience designing and implementing business performance frameworks, KPI architectures, or management systems that connect commercial, operational, workforce, and financial performance. - Demonstrated ability to identify and operationalize meaningful business metrics that drive accountability and improve decision-making. - Experience developing leadership reporting that translates complex business data into actionable insights. - MBA or advanced business degree preferred.